In over 22 days, I have not had all three of my services, internet, telephone, television (cable), working at one time in a single day!
I have had 8 service calls, 12 technicians, over 25 calls to the company, and two 4 hour scheduled appointments, where the technicians didn't even show up!
I repeatedly get a message stating that the line are being subject to too much traffic at a given time for both my local and long distance calls. The 3 way calling has a long 20 second lapse time and when it does connect finally, it disconnects when the first party is brought on the line or the call just never goes through.
It took all 8 service calls before my TV's were programmed to receive a less than fuzzy to completely unrecognizable pictures on my LOCAL TV stations and now I still have one set that doesn't function properly, although I have never had a single issue with it when I was in an area using another local cable service.
I have lost over 36 hours of time now, with this stupid company and when I called to refute the $240+ first bill, they actually said they would have to take time to determine whether or not they would waive the first months fees! The internet has not been bad, other than the fact that it took about 4 1/2 hours to finally get a technician who knew how to help me get my emailing straight, since unlike other cable companies, the first technician said they would not be able to help me with their service connecting to Outlook Express. The third representative, was finally able to help.
I have found that all of the technicians and customer service telephone support people have been extremely nice, with the exception of one. But nice doesn't cut it when the serice sucks!
The inconvenience and loss of time has been extremely costly!
And their technicians are given less than a sentence worth of history on the account every single time they show up at your doorstep. The first question out of their mouths is..."so what's the problem". I clearly wanted to choke the poor guys! But he showed me the text information they are given and it is ridiculously
void of the issues.
I was forced to get charter for my cable because I moved to a new area. Now, as I sit waiting to see if my phone will be up and working for the third day in a row, I am probably going to be forced to remove at least the phone and cable services. The internet is seemingly doing alright.
Nightmare in Pasadena, CA
I order through an online promotion for a wireless router for Time Warner Cable. I received the item when I was away for a few weeks, sometime early Feb 09. When I returned, I went to the local Oceanic Time Warner Cable Company to establish an account and hook up the cable and they told me the modem I received is no compatible with the Oceanic system. So I tried to go in line to get an RMA for return but the website would never let me complete the application...i tried several times. So I tried calling several time to the number on the router package, which I never opened, [protected] and it just rings and never answeres. I just want to return for a refund.
I have been a Time Warner Cable customer for years and for about a year now I have been having problems with this cable provider. A year ago I bundled my service dvr, net, phone. Right after this I kept getting bills in the mail for large amounts, which was over what we were told we were going to pay. My husband and myself made call after call to figure out what was going on only to be told something different every time we contacted the company. Sense November 2008 I tried to get my phone turned off.
I would call the company they would put me on hold and I would be hung up on and have to call back. Each time I would call back I got stuck talking to a new person. My bill has been over the top I pay the bill and a few weeks later I get another bill for even more. So for months now I have been paying two bills a month for this company. Sometimes $400-$500 a month.
I was only supposed to be paying around $180 a month. When I would try to find out why my bill was to much customer service would take down my number and tell me they will call me back. They never would call me back I would end up calling customer service back again. Everytime I would refuse to pay this over the top amount that I know I am being way over charged they would just shut off my service. Then I would have no choice but to pay the bill to have my service turned back on. Last month yet once again I got stuck paying Time Warner $415.01.
Why? I still don't know as customer service will not give me an answer as to why I am being billed this way. My bill has been being paid in full and it has not been even a month yet I have once again already paid them $415.01 but they just turned around again and sent me another bill for $261.61. That's over $600 dollars in less than a month for service.
My husband called customer service four times three times nobody could answer our questions and kept putting us on hold and sending our call to another customer service rep. The fourth call he was ask to leave a number and they would contact us back. They never called back so we went to a near by Time Warner Cable office. When we got to the office in Troy Ohio we wanted to know why we are being over charged how we have been for months now. We were not given an answer we also wanted to know why are net was turned off. We were given a print out saying are net was turned off for spamming and we need to call Road Runner customer service to get it turned back on.
I confronted the customer service rep in the office and said there is no way my bill is over $600 dollars in one month and would like to know why this is? She ignored me questions. I then gave her my bill they showed my past two payments like all the bills do that I already paid over $400 already and now am being ask to pay another $261.61 I turned the bill over and said I am being charged for service I do not have that states clear as day on the back of the bill what the charges are. I am supposed to only have basic cable and net sense November 2008. But am being billed for movie channels I do not have as well as two dvr's I do not have and a bundle package.
The customer service rep tell us that the billing date on the bill isn't correct and the balance is due from last month. I showed the customer service rep I paid payments so how is this possible? I then ask so your telling me the billing dates on the bill what you are charging me for your saying that's not correct that the billing is being charged for a bill I already paid she said yes. I said so I am being charged for services I don't have she said yes I said can I get my bill fixed I am tired of having this problem every single month. She ignored us and said my computer shows you only contacted our company once in Nov and that has been it. I said miss I been contacting your company not on in Nov but months before that as well and all the time after that. She pretty much out right called us a liar.
My husband than takes out his cell phone and said if you look on my calls today it shows today alone we already called Time Warner four times today alone. I checked over my cell phone records and sure enough all the calls for months I been making to Time Warner is on my Cell phone bill but yet they have no record of us ever contacting them. we then left the Time Warner Cable office and went home and then contacted road runner.
My husband called road runner the customer service rep through them gave us his name and ticket number. After this man looked at our account he said are net was not turned off for spamming Time Warner Cable just shut us off and to call Time Warner back. So we call them back they argue with my husband telling us to call Road Runner back.
Than finally after a few more attempts talking to different customer service reps someone turned are box back on. Always good to know not only are we being way over charged but we get service turned off even when our bill is paid. This has happened many of times before our bill was paid they would send another bill and our service would get shut off and as soon as I pay the new bill they send they would turn right back on our service.
We are between a rock and a hard place here I did look up this company online and no shock there this company is being sued in other states by people just like me and others for this very something.
I contacted the BBB and filed a report we did find out something that was good to know. The troy Ohio office has it's BBB member information up the office we went to and they are not even a member of the BBB.
We can't get another provider as this is the only cable company in our area.
If this is going on with us it's hard to tell how many others in Ohio Time Warner Cable is doing this to this is also happening to my aunt as well. I have read a few reviews on here with other people in Ohio having somewhat of the same problem.
I was using AT&T and was happy but decided to try TWC for the single billing. They came out to install but...
I called Time Warner on May 14th, 2008 to find out how much of a difference it would be to upgrade to HD...
We used Charter Communications when we moved recently. This has been 2 weeks ago and we still do not have wireless internet (as promised). We are being billed for this feature though. We have spent HOURS on the phone trying to fix the problem and getting useless suggestions from poorly trained representatives.
They do not seem to understand us (mostly foreign people that work there) and seem to just talk around the problem. Every tech that came to the house agreed that Charter is a total joke of a company. Funny how they want your money every month, but won't give you the service. We feel trapped into using them because our area does not offer any other company for TV cable services.
I would not recommend Charter for anyone unless you want a total headache!
I requested phone service and they installed a wireless modem. NOw I have poor connectivity and only 36 Mbps. My old modem was giving my 5 bars throughout my house and even outside and had 54 Mbps. I have called several customer service agents to no availability. They even suggested my computer was bad. (HaHa). Now I'm having to spend a day here at home trying to trouble shoot my issues with these people.
I only requested phone service and now I have computer problems as well.
We are having horrible problems with time warner cable loss of signal, pixelation/tiling, loss of sound, and...
I have a Charter Communicatios "bundle" package - it includes telephone, cable tv and internet servives. In January 2099, I lost internet service for 4 days. Charter sent a service employee to fix the problem. He told me that a "node" stopped working causing me and some of my neighbors a loss of internet service. I'm not sure what a node is but I was told I would not be charged for the service call.
In addition, Charter promised a credit on my bill for the time I was not able to go on line. Naturally, when the next bill came, I received no credit and in fact, I WAS billed $35.00 for the service call. I called Charter in February and, after waiting on the phone for 45+ minutes I was told by the customer service rep that my bill would be credited $35.00 for the service visit and $17.00 for the loss of service. Today is March 22, 2009 and I got my latest bill on-line. The total bill was $170.37. This is approximately $35.00 more than my usual monthly bill. I called again to notify Charter that my bill was still incorrect. I've been on the phone for over an hour, I was assured that this time it will be taken care of. I asked for written confirmation and the service rep told me that is not possible. I asked for an-mail confirmation and she said she could not e-mail me. MY ISP CAN'T E-MAIL ME? Verizon FIOS can't come soon enough!
I've only had my account for two months, and Charter has already sent me a cut off notice - although I don't have a past due balance. They made me pay my first month of services in advance, so that should have covered my first bill and now they are ALREADY billing for next months service - with a notice that I could be disconnected if I don't pay a bill thats not even due yet!!!
This is crazy, and when I called customer service their representative said that they always bill in advance and I can disregard the disconnect notice - but he had no reason as to why my bill was DOUBLED even though they showed in their system that I had already paid to get started and even paid the first bill they sent.
Sounds like a BIG MESS and further research online revealed SEVERAL similar complaints... maybe thats why they are in bankruptcy now - people don't like being cheated and don't stay long with companies who knowingly RIP THEM OFF!
This company has filters they use on emails via their Outlook Express, and it is almost impossible for me to stop their assinine filtering of and refusing to send my emails to self, friends and relatives when some filter calls it SPAM because of some word or something found by a filter. The latest, among several this month, was my sending email titled "Chimp Attacks: Your Emails" which has nothing to do with MY mails. It had comments sent TO the BBC site regarding a chimpanzee in a Swedish zoo who apparently planned rock- throwing attacks on watchers!! Most of the time what they call SPAM has to do with anything against the New World Order, Monsanto, HR 875, free speech, etc. They even labelled a real U.S. Government site as SPAM
I despise this company but have to prefer it to phone connection services, so I have nothing better to take. It seems I must get my email in a plan thru another company, if possible. Then Charter should give me a refund toward their always increasing prices.
Yes I see how others have complained about their listing of prices if you try to find out from a rep. They make things look cheaper because they do not mention extra fees unless you tie them down to TOTALcost and ask them to write it all down.
I agree with other complaints against this company and am not surprised that they are failing!!!
I shared an apartment with a room mate who had time warner cable when I moved into the apartment. 4 month...
Charter overcharged us for an additional DVR and DVR service for 10 months. When we added Showtime the operator noted the second DVR. We told her that we only had one. She indicated we had been charged for two from the date of enrollment with Charter even though they only had us register for one of their DVR boxes. She stated I needed to stay home from 8 am to 5 pm so they could verify we only had one DVR. After 5 pm when no one had come to the home or called, I called Charter.for the third time. (I had called on Friday to schedule the appointment and then called on Monday to verify my appointment. I was told it was still scheduled and again that I would be refunded the money.) The last call I made I was told no one needed to come out, then I was told they did need to come out, and then again told they did not need to come out. The operator told me that her supervisor needed to figure out the refund and I held for the supervisor. By this time, I had been on the phone for almost an hour. The operator then told me her supervisor said their policy was they could only refund 30 days of an overcharge. I then ask to speak the supervisor. The supervisor stated that was Charter's policy since I had received the bill and knew what they were charging. She said it was my responsibility to check my bill. I told her the amount was incorrect since day one and if they knew we had only one of their DVR's (with it's serial number) why would they charge us for two. This amount was 20 dollars plus over 10 months. She offered me about half of the amount but I indicated it was their mistake and I wanted the entire amount reimbursed. How many people are they overcharging and then use this 30 day policy for keeping the overcharge? As one worker told me, you have to work for the company to understand the bill. There is a lot of writing about what they can do to you on the back of the bill but this policy is missing. This is my money and their mistake. They are profiting greatly from their mistake and telling me it was my responsibility to catch it. I ask to speak to the manager and was told she was not available. The supervisor would not give me the manager's number but said she would give her my number after I ask for the manager to call me.
Time warner digital phone offers a new "one rate" plan for international calls - $19.99 a month for 1000 minutes - sounds great, right? But for calls to cell phones, the rate is 27 cents a minutes. But here is the real kicker - if you use that phone line to access a calling card to call a cell phone at a decent rate, time warner somehow "taps into" that call, even though you are calling a local number to get access to that calling card system and they charge you for that call at their price!! That means you are charged twice - by the calling card company as well at the time warner rate of 27 cents a minute! They justify this by saying "you agreed we were your long distance carrier" and they ignore the fact you called a local access number to get out of their dsystem into another system. Anyone who has been scammed by this practice should contact the national consumer league and info them about your experience. Do not use time warner to access calling cards!!
1) twc took money from our bank account and charged our debit card even though I didn't give them the account information for either and even though they state it is against their policy to retain your payment information; 2) they will lie to you to get a sale; 3) the customer service reps are, in most cases, useless.
I authorized a payment via phone from our visa card. Even though twc represents that it does not retain customer's banking and credit card information, illegal withdrawals were made from our bank account and a debit card. I did not give any of that information to the representative. The only place she could have gotten it was to pull it from twc's records — the ones they say they don't keep on file.
After numerous calls throughout the next couple of weeks to various representatives (I spent a considerable amount of time speaking with a very concerned rep named jennifer who said I could call her back at ext. 4994 – an extension that I subsequently found out does not exist), I finally reached a single person in the tallmadge oh credit services office who authorized the payment of $134.00 to reimburse us for bounced check charges incurred as a result of the illegal withdrawal.
We received that payment as a “reversal" to the bank account but twc never credited my twc account for the money they took. On top of that, twc now states the $134.00 they reimbursed me for the check fees was really a bounced payment on my part and they want me to pay them that back too.
It is totally screwed up and I cannot find anyone at twc that can figure this out. I must add that most of the people are quite rude in their incompetence and/or unwillingness to help.
The second matter has to do with services. I was transferred to twc via its adelphia takeover. I had a package of services that was grandfathered in. The package included all of the cable and premium channels with bundled internet. I have had the package since I began service in 2001 and purposely did not want it changed. One day I called to make a payment and the rep told me I could pay almost $1.00 less per month if I added their new digital phone service to my cable/internet services.
Since that didn't make much sense to me, I asked her several times about it and specifically told her I did not want to change anything that would affect my services and current package. She assured me that nothing would change and that she would even include voice mail at no additional charge. We scheduled an appointment for installation.
I also questioned the installer to make sure nothing was being changed and that the only thing that was changing was the addition of the phone service. I was assured that was the case. The installer left and so did many of my channels. I began the journey of trying to find someone who cared that I could speak with. I was transferred to various people, waited for almost an hour in most cases (I am not exaggerating) and was often put on hold with the person never returning. I was repeatedly told by customer service to talk with tech support (tech support never, ever answered though I was transferred to them consistently in spite of telling the representatives that nobody answered). This occurred with staff people as well as supervisors. To add insult to injury, when I call twc and plug in my phone number, the system message says it doesn't recognize my phone number even though it is a twc phone line!
At any rate, after holding 42 minutes for yet another representative (I keep records of this junk), I finally found one who attempted to resolve the problem. I was told that I changed my package (no, I did not) and that I could only have my services restored if I paid another $15 per month.
What a rip off!
Time warner's road runner high speed cable internet servicce is awful.
I have had the service since september, 2008. Since, not a month has gone by without problems.
Today (2/26/09) marks the fourth day in a row that my service has been out or faulty.
Fed up, last night I phoned customer service. I was placed on hold for 50 minutes and 59 seconds and still had not had my issues resolved when I hung up.
Now, I have a wrestling match to look forward to when I finally reach them and demand that payment for these four days (and probably counting) be deducted from my monthly statement.
cable signal breaks up & sound drops during the oscars 2 22 09 this is not only time ! every night ! called...
My family has had charter communications as an internet service provider for over 4 1/2 years now. Ever since spring of 2008, we have had daily service outages.
We pay $60.00 a month for service we do not receive.
Tech support is a total nightmare! Charter outsources their technical support to a foreign country where none of the "technicians" speak nor understand the english language.
Tech support refuses to tell you when you call that the outage is charter's problem. They tried to make me uninstall hardware from my computer. When I continually refused, they finally told me that charter had the outage and that my computer was not the problem. These clowns were trying to get me to uninstall hardware and reinstall it for absolutely no reason at all! The outage was in their lousy system!
They also can never find my account when I call because I had a phone number change and charter billing is unable to keep accurate, up-to-date records. I have been told repeatedly that I have no account. Yet they manage to get the damn bill to me each month! Whenever I ask to speak to a supervisor, they refuse. They tell me they cannot transfer me to a supervisor unless they can look up my account. Last night, they asked me for my social security number. What sane person is going to give some foreigner their social security number?!! I refused this as well.
We are now changing to another internet service provider. Charter is the worst company I have had to deal with in recent years, and charter will never get my business ever again!!
without warning, could not access internet. Have Time Warner cable, digital phone and Roadrunner. Called and spent three hours with local techs on a thursday eve at the end of which the rep said I have to call Dell because it is a problem with their software. Called Dell on Friday eve, they tried things for an hour then said since I don't have software service agreement I had to buy that to fix the problem - they said they could defnitely fix it. Cost was approx. $150 for 24 hours service, $250 for 12 months. Dell said if it went down again it would cost another $250.
On saturday spent hours with Dell who finally said it was Roadrunner problem. Talked with various 3rd level support, also modem support in Cincinnati who said my modem was good, call the local office. Finally on Sunday I got through to someone who said "duh - they shut you down because your email was sending out spam!" Time Warner local office said if I downloaded their CA anti virus software they would reinstate my service. Would have been nice to have been told that three days and $250 earlier.
Filled out numerous customer "support" surveys after this but heard back from NO ONE at Roadrunner or Time Warner. This really sucks.
Anybody know if there is anyone at Time Warner or Roadrunner who would listen and resolve a customer's issues??
I contacted Charter Communications about their best "Charter Bundle" available and was informed that for high speed internet, digital cable tv, and unlimited telephone that $ 107.97 was the best deal available anywhere. Two weeks later I found on the internet that I could have received the same package for $ 69.97 per month for 12 months. Only to new Charter customers within a 30 day period. In other words, I am being penalized for being a faithful Charter customer for more than 18 years, never once late on a bill. If I would have ended my service 30 days ago, I would be eligible for this promotion. I find this completely deceptive and un-ethical. Never again will I count on Charter to be my cable, internet, and phone provider.