Time Warner Cable's New York City Region

Review: I was supposed to receive internet service through Time Warner Cable on 09/**/13. When I attempted to utilize the internet later that afternoon, about 5:00, I discovered that it was not activated in my house. The service was dead from the street pole to the box on the side of the house. I contacted the Time Warner Technical Support people to discuss getting the service active. They were unable to and said they could send someone to the house on 09/**/13. They did say that it appeared the service was active on their end. I said this delay was not acceptable and promply cancelled the service without ever being able to connect to the internet. I returned the converter box and cable the very next day, 09/**/13 as instructed over the phone. Without my noticing it they included a charge on the receipt for the return of the equipment.Considering that I never did have internet service and since I called the same day as the activation was to take place I do not feel that Time Warner Cabel is entitled to receive any payment.Desired Settlement: I want the bill thrown out. I think it is discusting that they would put a charge on the return receipt knowing full well I did not have service through their company.

Business

Response:

TWC apologizes, a credit of $1.73 has been issued to reduce the balance to zero.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

In reference to complaint ID# [redacted]. Please note that the total amount of the bill in question was $51.47, not $1.73. The proposed credit does not appear to cover the total amount and therefore will not reduce the balance to zero. Adjust the proposed settlement amount in order to zero out the balance.

Sincerely,

Business

Response:

As requested credits issued to reduce closing balance to zero.

Review: I have consistently had problems with Time Warner Cables services. Either my services are not working properly, or I am very confused as to why I am being charged the money I am charged every month.

I recently moved, and transferred my services to my new address. Somehow this generated a lot of confusion for Time Warner's billing system. I received several emails telling me I owed a certain amount by a certain day, but when I logged on to my online account I saw an amount and due date wholly different than the email. I contacted a Time Warner representative to sort out the issue and was told rudely that I only owed the amount that was shown on my online account, and that I did not owe the amount shown in the email. I asked several questions regarding this issue, including pointing out that I recently transferred services and that the representative should check my old account as well. I was again assured, rudely, that all I owed was the amount shown on my online account, and that it was due on the date my online account indicated.

However, on the date my bill was due, I logged on to pay that amount, and my bill had suddenly doubled. I again contacted a representative of Time Warner, and the representative has failed to sufficiently explain why my bill doubled, what charges were due, if any, on my old account and when they were due, or what charges are due on my new account and when they are due. I have not gotten a satisfactory answer from a representative. I had to supply a satisfactory answer that I was told was correct. However, my online account continues to inform me of something entirely different than what I am being told by the representative, and I remain confused as to what I owe and when I owe it.

I stand by my assertion that Time Warner Cable has charged me double for either the month of February or for the month of March, and they are attempting to get away with it by using my account transfer as a blind fold to confuse me and lie to me about how much money I owe and when I owe it. Time Warner's billing system is extremely confusing and designed to befuddle. Their representatives are poorly trained and cannot adequately explain how their own billing system works. Furthermore, their customer service representatives indicate one thing, while their online account system and mobile app say something entirely different. Time Warner Cable confuses you in hopes that you overpay them and make them richer than they already are.

The best practice in dealing with Time Warner Cable is to just not deal with them at all. But since they have a monopoly, they are my only choice in my neighborhood if I want cable and internet.Desired Settlement: I would like a refund of any late payment fees incurred on my account due to Time Warner's very confusing billing system and inadequate customer support. I would also like a credit posted to my account for the hardship I have endured for having to pay a monthly bill twice within only a few weeks time. I should receive a reduction in my monthly charges for the consistent problems I have had with Time Warner's services and customer support, including a time period wherein I was paying for services I was not receiving. If Time Warner has any credibility, my Time Warner account should have a history of past dealings that are evidence to Time Warner's rudeness, inadequacy, and sneaky and confusing billing practices.

Business

Response:

On 3/**/14 a credit of $128.69 was applied to the customer's account. He accepted the credit and considers the matter resolved.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I have been having problems with my internet and cable for over a year. I tried to get them to fix my internet issue, and after approx 8 service technicians and dozens of calls to TWC they were not able to solve the problem of having my internet not loose connection. I had to move their modem from my office to my living room. to this day I still have issues.

I have been having problems also with the cable, from the box shutting off after 1 min on to static etc. It happens it seems monthly and recently the problem escalated. It happens so often that sometimes I dont even call them I try and fix it myself as the wait at times can be long on the phone. I knew from the many times I called that when the box shuts off that I reboot the box and most times that works. They have changed my box 3 times in the past year and each time I have lost the shows I recorded, but did it as the service tech said the box was the problem. I called last month for the same issue and the month before that. I called again a few days ago as my usual solution of rebooting the box didnt fix it. Keep in mind that last month when I called I told the CSR that its been happening and she said if it continued she would make a note in the account to have an engineer check the outside (street) connections as they have checked inside each time they came and fixed whatever they claim was the issue.

I called again when rebooting the box didnt work. The CSR rebooted the box on his end 2x so in total it was rebooted 5x still not working. He made a service call appointement for the next day, but I was clear that it was not the box, or the wires in the apartment and as the last CSR told me she noted an engineer is needed.

they insisted that one cannot be sent until someone comes to check, and I said 7-8 people have already checked and this is the last thing that it could be. When they called to confirmed I made it clear what was needed and informed the Dispatch that I dont want the never ending cycle of someone coming, saying it was fixed and a few weeks later the problem returns.

The service came and didn't even want to enter the apartment when I told him what was needed. He was more concerned about schooling me on how to connect the wires on my internet (he was the last tech to try and fix the internet ). When I told him that is not why he was there, he said "you have too many issues" and left.

I called TWC immediately and insisted to speak to supervisor who was not helpful, so I called again and spent 30+ mins with another supervisor who again insisted that they cannot schedule a engineer with another visit. My question to him, was how many visits without it being resolved will it take, as this has been going on since last year. each time they come, it works temporarily and then stops so I said this will go on forever if thats the case. He insisted that nothing can be done. I have been here with them before with the internet, each visit it worked for a a week, sometimes a few hours and then stops and I had a revolving door of techs as each time they said they cannot send an engineer without checking, but each time one came it did really fixed the problem.

I am paying a lot of money for cable and I need this fix once and for all. This is unacceptable that I have to be dealing with this and they refuse to fix the problem or check to see what the problem could be by checking the wiring outside on the streetDesired Settlement: they need to have the engineer check the wiring on the street, as everything has been checked on the inside of the apartment and building.... boxes replaced, wiring re-cap, changed, hallway wiring adjusted. the only thing left to check is outside

Business

Response:

[redacted]CALLED CUSTOMER IN RESPONSE TO THE SERVICE CONCERNS FILED WITH THE Revdex.com, ELDERLY LADY PICKED UP THE PHONE AND ADVISED I HAD THE WRONG NUMBER, HUNG-UP. I SENT AN E-MAIL, NO RESPONSE.......PAT E AGENCY RESPONSE TEAM [redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

The number on my account hasn't changed in 25+ years, and its the number they call me on when there is an appointment so I don't understand why all of a sudden they don't have the right number. There is no elderly person living in my home and again the number on the account has not changed since the account was open 25+ years ago. I can be reached at ###-###-####

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

[redacted] has advised customer issues originate outside their home and she is following up with the customer.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I left a message for [redacted] last week as the problem with the picture going out happened again. I contacted customer support and after 15 minutes of trying to resolve it by the CSR rebooting the box 3 times and I rebooting the box 5 times, it still didn't work. An appointment was made and despite asking that someone get back to me the next day and being assured that someone would I did not get a call. I took a video of what happens each time the box was rebooted so the technician could see for himself, which he did. When I spoke to the Customer service Manager, he claimed he saw an issue with the software, however the technician didn't find a problem. He checked the wiring in the hallway of the building and did testing and didnt find anything, but said he had a similar problem before and called his manager in front of me to be reminded of the solution in that situation. I explained all the problems I have been having over the past year with both internet (modem was changed less than 2 weeks ago before of connection issues)and cable. The technician said the only thing he could think of was to change the HDMI cable, which he did change. When he went to get the cable from his truck , he returned and told me that another tenant stopped him in the building to let him know he was having a lot of issues as well. As I said before and to [redacted], this must be a building wide issue and despite them checking outside and "fixing the issue" the matter is still not resolved. I am unclear why if they say they know what the problem is, why it hasn't been resolved as yet. The technician said the only other thing was to have my account recorded and monitored so they can see when the problems occurs. He said he would contact his boss as only they can make that decision. I asked that someone get back to me the next day to let me know what decision was made. To date I have not heard from anyone from Time Warner (since Tuesday). As far as I am concerned they do not care about resolving this as someone would have contacted me about recording/monitoring the account.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: A salesman came to our home on 9/**/15 and sold us triple play at a price of 119.00 per month which I have in writing. I already had tv and telephone with time warner all they needed to hook up was the internet. I then got a bill for 334.91! I have called to try to resolve this several times without result I have also tried to call the salesman who will not return my calls. I feel that Time Warner should honor the price that I was given by the salesman.Desired Settlement: Is to not be responsible for for this outrageous bill.

Business

Response:

[redacted] spoke with the customer and apologized. The account has been closed with a balance exceeding $160.00. [redacted] advised the customer that she is applying a credit to reduce the account balance to zero.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: Back in May of 2014 we upgraded our service to a premium cable customer. I was told I would receive a gift card of $200.00. It took over 3 months to finally get the card. I then proceeded to use the card to purchase a cell phone at my local [redacted]. I pre ordered the phone and used my gift card along with my credit card for the difference. I then gave the gift card to the cashier because I was done with it and it had no more money on it. I waited for my phone to arrive and when it did not I called my local [redacted] only to be told that the gift card was not good. I called Time Warner several times and was told they were checking into it. I was also left on hold for a good amount of time. I have not gotten any response and no gift card. I was told that they could check on this on their end. I do not have the serial number of the card but was told that Time Warner could check into that. I do have an order number #[redacted] dated Oct **, 2013. As you can see this has been going on for some time

Any help would be appreciated. [redacted]

Business

Response:

On 11/**/14 [redacted] applied a settlement credit of $200.00 to address and resolve all billing issues. Customer accepted and considers the matter resolved.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I received a billing statement from Time Warner Cable, statement date Sep **, 2014, Customer Code [redacted] concerning the service period from 9/** - 10/**. My total amount due was listed as $0.00 with a note stating "You have no outstanding balance in your account. No payment is due at this time. Thank you." I received no further contact from Time Warner Cable until I received the next statement, dated Oct **, 2014, which listed that I have a total amount due of $310.72. In the section marked previous and unbalanced statements, the bill is $155.35. The unbalanced statement they are referring to is the billing period from 9/** - 10/** The note at the end of this statement stated that my account was now 30 days past due. When I contacted Time Warner Cable, I was told by the operator that because there had been no interruption in service, I would still be responsible for paying the bill. I was given no explanation why I was sent the September bill outside of it being a "clerical error". I am a husband and father of two. "Clerical errors" is an unacceptable answer, and can make the difference between being able to provide for my family or not. I can provide a copy of the statements at any time.Desired Settlement: I have no problem paying the current bill for the service period 10/** - 11/**. I will not, however, pay for a previous bill that was I was given no notice of being due. Furthermore, I intend to return one cable box, as the cost of maintaining two has become too much.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: Time Warner keeps raising my bill without any warning. I have called multiple times, spoken to multiple supervisors and they will "fix the issue". The next billing cycle, my bill goes up again. I have been a customer for years and instead of trying to please current customers, they keep raising your bill. They are a monoploy and feel they can charge you whatever they want, even when their products dont work. I have had countless days where my internet doesnt work, my cable goes out.Desired Settlement: I want them to STOP RAISING MY BILL. STOP. and FIX the awful service. I can on longer spend hours on the phone discussing this. It takes hours off my life. STOP

Business

Response:

On 3/**/14 [redacted] verified that a TWC repair technician had addressed the service issues. A credit of $100.00 was issued for the loss of service.

Review: Something diff turns up on my acct w/each call w/out my consent. Acct has been mismanaged. trying to straighten it out w/the cust svc reps is stress.

Over the past couple of days I hv had a series of 7-8 disappointing and frustrating phonecalls with cust svc reps who hv each told me diff things about my acct, doing things to it w/o my knowledge: canceling svc, reinstating svc, taking away my phone, charging me for one when I said I never requested to discontinue the svc, credit check run without knowledge, it has been fruitless and frustrating.

-They uninstalled my phone w/o my consent or knowledge, they took possession of my phone number, then when I called, they put an order to have one installed, called it new service, ran a credit check on me, w/o my knowledge. The phone has yet to get "re"installed. I would like my phone number. I never told them to give it away or to have phone uninstalled. Fees associated with correcting their mistake should be dropped.

-Credit check was run w/out forewarned knowledge & for no reason. They didn't tell me they wd do this. When I called to ask why, they said it was for new service. I didn't get new service, was it to reinstall my nyc phone that I hadn't asked to hv uninstalled? Was it for paying the balance on my acct? I did not get any new svc, except to remove their mistake of canceling my phone, please have the credit check removed from my record at all bureaus. This is something they did without my knowledge and I didn't get any new service.

-General dissatisfaction with the calls:

1/**/14 - I called to get information on suspending account, he was uninformed and didn't say there would be an equipment cost assicatied with it.

1/**/14 - I called to pay an outstanding balance and to *suspend* acct for as long as I could. The girl said the acct was already suspended, then said it was a diff acct, w/o my knowledge that I wasn't aware of having 2 accts. I pd the balance of the acct. I wanted suspended, she suspended the acct for as long as it cd go (she said 3 mos).

2/* - I was contacted about timewarner doing an unauthorized credit check

2/* #1- I called cust svc about it, someone said I had a PIN when I said I didn't have one and cd give other info instead, she impatiently put me thru to [redacted], who said I was getting new svc, and policy is to run credit check for getting new svcs. I wasnt getting "new" svc, I was paying the balance of an acct, which was only a couple months. Then I asked the balance didn't seem that much and [redacted] said it was only for cable, and when I said I had a phone, the call was disconnected.

2/* #2 - [redacted] disconnected phonecall

2/* #3 - [redacted] said I added a phone, and it was in my log as such. However I didn't add a phone for I always had one. The phone was canceled from my acct without my knowledge, and they tried to rectify it by saying it was new service. Then there was another disconnection.

2/* #4 - [redacted] from [redacted] who was helpful and tried to help as best as he could. He correctly put my account in suspension for 6 months and informed me of the small equipment fee I would be responsible for. He withdrew the $70 fee I was going to be charged for getting a "new phone". He put in a req to reinstall my phone and a request to clear my record at the bureaus for the credit check was done without my knowledge for something that happened to be their mistake ("new" phone). He said someone wd call me back but no one did.

2/* - I called to check and they said the phone wasn't on my account anymore.

I am still awaiting the following from them: -reinstall the phone I never asked to have uninstalled with the original phone number.

-clear me at the bureaus for carelessly running a credit check because of their mistake.

-ensure I will not be charged for their mistakes.

-suspend account (except for monthly equipment fee)

Thank you, Revdex.com.Desired Settlement: I am still awaiting the following from them: -reinstall the phone I never asked to have uninstalled with the original phone number.

-clear me at the bureaus for carelessly running a credit check without their knowledge because of their mistake.

-ensure I will not be charged for their mistakes.

-correctly suspend my account (except for monthly equipment fee)

Business

Response:

On 2/**/14 [redacted] left a message, voice mail, noting the need to do a Third Party Verification. On 3/* our Phone team left a follow up message as the account is now on Seasonal Hold, TWC cannot assist futher if customer does not call back. Customer must call Phone Team at ###-###-#### for follow up.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[redacted] from Time Warner had called right after this letter was first written, and she was ready to take care of everything but then had to go. Since then, I call customer service and am connected to the same people. In addition I am still receiving postcards in the mail regarding upgrades, new services and appointments. The same issues I had have not been cleared, and now I have a cable man trying to upgrade my services when I didn't request them.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

[redacted] was unable to reach [redacted] by phone and as a result an email was sent (copy attached). [redacted] has not replied to [redacted]. TWC cannot assist if customer does not reply. Customer must reply to TWC for TWC to assist.

Review: I signed a two year contract with them and was mislead into believing I had to have a phone service. When I later complained about this, the phone service was removed and a new contract was never sent out. Only a notification that my bill had changed substantially. I unfortunately had to close my store 12 months into the contract and I am being hit with unnecessary termination fees because I closed the business and did not file bankruptcy. If they have a contract with the business and the business has ceased to trade, why Is the debt enforceable against me and not the company. I however decided to move the service to my home and cancel the home service. My previous expenditure to TWC was $170 at home and $70 for the business. As I was not in a contract at home I could easily walk away. Now I would like to pay the early termionation fee but they have asked me to sign a new 12 month contract so that I can legitimize the cancellation of service. It all sound really od but from paying $240 a mont to twc the now will be getting at worst case $550 in early termination fees.Desired Settlement: I would like them to take their service away completely but provide the copy of a signed contract after my service was changed the first time.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], they have agreed to terminate the contract for the business on the promise that I reactivate my residential account service for the remainder of the period and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: Ordered service under promotion of free installation and first month. Never received and am facing turn off as customer service refuses to listen to me. Additionally, my service was never hooked up for all rooms I'm being billed for.Desired Settlement: Correct bill

Business

Response:

A review of [redacted]'s account indicates there were no installation fees assessed. Customer was billed a $50.00 deposit fee which is refundable upon disconnection. TWC has no offers available for one month of free service, such a promotion does not exist and TWC regrets any possible confusion. Based on TWC's records there is no basis for credit and payment must be made.

Review: Upon ordering services for Time Warner Cable Signature Home service, I was sold an alarm system that provided fire monitoring, this was the primary reason for choosing this company and product, upon arrival of the installer it was discovered that in fact he did not have a fire sensor and it took 3 calls and 7 transfers to have it explained as the installer finished his work and departed that TWC Signature home could not offer such a service in New York City they are not qualified. Upon review of the installation I found large holes in the wall in slightly odd spots with debris left on the floor (i have pictures) The provider did not setup a custom wireless name or password, did not setup the phone service or provide a phone number for that service that was part of the triple play style bundle. Also, the DTA for the extra TV showed up as not authorized. This installation was done on Friday between 1pm and 4pm. That evening about 10-11pm I called to cancel services, I spent over 45 minutes and was transferred several times, in the end I was told they would cancel the alarm signature home but I had to cal back to cancel the rest another day. On Saturday I called and waited just over an hour (one hour, I have screen shots) and was transferred time and time again because TWC could not get the automated system to do anything but bring me back to Signature home who could not cancel my core products. When I asked about the $500.00 payment I made in advance of the service install I was told billing would deduct for time used and other fees, when I asked for billing no one could figure out how to transfer me to them. I called again on Sunday and gave up after a 20 minute hold again.Desired Settlement: Refund my $500.00 send me a box to send you your junk and stay away from my home.

Business

Response:

On 9/**/14 a message was left confirming that a credit of $500.00 has been issued back to the credit card to resolve the dispute. A second message was left on 9/**/14.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

Complaint as it is not settled, TWC has sent a bill for approximately $280 to collections for services it claimed it resolved in the original complaint

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

[redacted] has advised customer that all billing will be corrected and TWC's records will be updated.

Review: On several occasions 3+ times a day I keep receiving calls from collection Dept. about my account passed dues, which it's only one month behind. I already spoke to a TWC Rept. named( [redacted]) or ([redacted]) about making payment on the pass due on 9/*/2014. Which was OK but still got two more calls today 8/**.One of which was a survey when I never agreed on submitting to a survey call. She stated that there was no way of stopping the harrarassing calls until payment is received. I'am a 25+ year customer of Manhattan Cable T.V and T.W.C since 1991.Should be treated with more respect and dignity than this.Desired Settlement: Some the harassing calls I'am not a deadbeat They get their payments before cut-off dates.

Business

Response:

[redacted] apologized and issued a one time goodwill credit of $20.00. However, customer is receiving calls as his account is in past due status, to avoid these calls in the future he must keep the account current.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: My business has been out of internet service for 5 days, we calked every support number and the Office of [redacted] over 40 times. We have not received a single call back, nor has our service been restored.

This is egregious and the fact that we cannot get a straight answer or ETA on repair is outrageous. We have gotten about 5 different stories as to what the problem is, first there was a building isssue, then an equipment issue, then an issue in the basement of our building, then an outside issue, and finally an are outage. I do not believe any of these excuses.Desired Settlement: I want my internet fixed NOW!!!!

Business

Response:

On 7/**/14 a BC technician was sent. They checked the equipment in the building and found no issues.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

Still have problems today, technician did not implement long term solution

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Following an outage in [redacted]'s area a special maintenance appointment was scheduled for 7/**/14 for [redacted]'s location. At that time no trouble was found. Then this week [redacted] reported to your office that his service was not working as well as it had been. In follow-up on 7/**, Business Class agent [redacted] spoke with [redacted], and [redacted] confirmed that it was working fine again. [redacted] offered his contact information in the event the problem returns.

Review: Since 2 months ago, the cable speed (Internet) is very very slow. I checked the speed and it was 0.36 (Should be 10) and sometimes Time out due to very slow connection. I contacted 3 times so far but never fixed. Then as the conclusion the customer service agent told me was I use the old Modem (It was provided by Time Warner when we opened our account) so have to change. First of all this Time Warner account is under my hasband's name. However, I'm the one got the offer from [redacted]. I have had [redacted] for a long time, more than 15 years. Then, when [redacted] tied up with Time Warner, I got the offer of Time Warner cable account via [redacted]. While I use the internet the most , my husband watch TV the most so, we opened Time Warner account under his name. Then, like thi sissue happened, my husband have to complain himself. Whenever I call Time Warner, they say the account is not under your name and so on.. but the address is my own coop apt. . They gave me the hard time to fix those issue.

In this case, sine my husband is pretty busy , he can not go to exchange the Modem. So, I have to go. I use the internet for my business and I have had much trouble for this slow internet. So, we asked if I go to the Time Warner and exchange the modem. The agent told me that I have to bring the copy of his photo ID, my photo ID and the recent bill. It is OK but I have to be notarized. I have to go Notary Public. I can not believe that. Why I have to go the Notary Public and have to get the stamp? My ID exactly sow the same address with hi, (husband) and I'm the one who bought this Apt. and lived 15 years.

The agent offered to send the modem but since we have to return 1 cable box we don't use but charged $15 every month (We pay for 3 boxes right now but we don't use the 1 box due to the TV in the bedroom is broken), we prefer to go and exchange the modem and return the 1 cable box. Also, we've never ever notified that our modem is old and we have to change the modem. We have had long history of cable issue under Time Warner (No signal to TV, no right speed for Internet) but charged almost $150 every month.

Furthermore when we opened the Time Warner cable service (Set of TV and internet), the [redacted] never told that we have to borrow the modem and it was not charged the beginning but the Time Warner start to charge for the modem without any notice.

Anyway, I really suffer the speed of internet. If it is the modem issue, I have to change it but I have no reason to go to notary public. Please give the correct speed 10mbDesired Settlement: Replacement the modem ASAP and give the right internet speed as promised. I have now 0.35 mb speed to download.

Business

Response:

On 12/**/14 [redacted] left a follow up message to confirm that services were working well.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I did not receive any response . Where is the response? I could see just "Follow Up" and CS name. That's all.Anyway, the Tech guy came to our home on 12/** and exchanged the Modem to the new one.It seems worked well on the day.However, on 12/** (The next day), the Wi-Fi was down. I called Time Warner and they told that I had to configure the Apple router.So, I called Apple and configured and it comes aork correctly.Then, on 12/** 10:30Am, 6:00 PM and 12/**, 1:32AM, the signal was down again via wire (not via router). So, No internet at all for my Computer.Whenever the signal downed, I had to call Time Warner. Their procedure was same, they send the signal again and again.I had to reset the modem again & again.When the Signal down came again on 12/**, I called Time Warner again and they sent the Tech guy to our home again on 12/**.The Tech guys checked the cable line and checked the signal how it is stable. The signal was sometimes down (Ping check). I don't know exactly what the Tech guy did but he told that if I have the same issue again, I have to reset the modem and router.And if the signal down continue, I have to call him directly (He left his cell No.).Right now, every 2 day, 3 times a day, the signal is down. So, I have to reset the Modem and Router (Sometimes only Modem). I have to unplug the power code 15-20 second and replug it and wait for 20 second. Sometimes, it did not work. So, I have to repeat the Reset things again and again. So, the issue is not resolved yet. I have to reset the Modem and Router, every 2 day, 3 times a day.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

On 1/*/15 [redacted] left a follow up message, voice mail. TWC awaits a reply.

Review: I sign up for cable/internet/telephone services with Time Warner. I was told that if I got the higher level of service I would receive a Samsung galaxy tablet after three months. I provided them with my payment information upon installation. The company failed to sign me for instant bill pay. That issue was resolved and the company admit their fault. I was then provided a redemption code ([redacted]) for the product on May **, 2014 at 4:47pm via e-mail. However, the contact number provided does not have a way of registering the redemption code. I have called Time Warner several times. They have told me that I must wait or a card. But I cannot receive the card until I register. Further, they said that I was required to registered my redemption code 30 days after receiving and that time period has ended. (Please note that the date I received the redemption code is May **, 2014 and today is June *, 2014 and I spoke today with [redacted] named [redacted], ID # [redacted]). Time Warner sold the idea to me that if I purchase a higher level of service they would provide me with a galaxy tablet. I have been in constant contact with them since I open this account and have always been reassured that I would get my galaxy tab. However, Time Warner has not fulfilled their part. They sold me an idea to get me to pay them for money and have attempted to say I not longer because of condition they never disclosed at time of installation nor during any of the following conversation until this point.Desired Settlement: I want them to provide with the Samsung galaxy tab they said they would give me for purchasing the higher level of service.

Business

Response:

I APOLOGIZED, NOTED ACCOUNT WAS PAST DUE IN 2013 WHICH RESULTED

IN INELIGIBLE STATUS. I OFFERED TO ISSUE A CREDIT OF $159.94 TO

REDUCE THE BALANCE TO ZERO AND COVER THE COST OF CUSTOMER'S

PURCHASE OF TABLET. CUSTOMER ACCEPTED AND CONSIDERS THE MATTER

RESOLVED[redacted]

Review: When I signed up for service, they said they would charge me $4/month for Showtime which is what was being shown on the website. I got my first bill and they charged me $15.95. When I called back, they said that I was wrong and I was never offerred the $4/month. Then when I persisted, they said that yes they see that I was offerred it for $4 in my account, but it wasn't applied correctly and now the offer has expired and they can no longer offer it to me.Desired Settlement: I'd like to be charged $4/month for showtime and also some compensation for the fact that I've spent hours on the phone waiting for an agent, explaining the situation, then being transferred to somebody else and on and on multiple times.

Business

Response:

On 10/**/14 [redacted] left a voice mail message noting discounted rates have been applied for Showtime.

Review: We have Time Warner cable account (TV, Internet) under my husband name, [redacted]. We have had cable issue including TV and internet for almost 5 months. For the TV, every 3 minutes the image is freeze. then, the image is coming back but again, freeze. For internet, every night between 12:00AM-8:00AM (the next day), the signal was cut off and could not use internet. We claimed and Time Warner promised to send their technician our home and we made an appointment on 2/** bet 4:00Pm-5:00PM . Since my husband go to work, I was waiting for them from 1:00PM but the technician never came. Around 4:30PM I contacted Time Warner and asked if they come or not. The agent told me that the appointment is still open so I have to wait by 5:00PM. Nobody called, nobody showed up by 5:00PM. So, I contacted Time Warner again, then, I received e-mail at 6:30PM which tells you have appointment today and our technician call you . It was ^;30PM already and why they send e-mail now even though the appointment was 4:00-5:00PM.

We could not watch Olympic. This is really big issue. and now they did not showed up.Desired Settlement: We've been suffered without the correct image on TV and outrage of Internet. I really want to send the technician ASAP and get the credit for the 5 months.

Business

Response:

On 3/*/14 [redacted] verified that a TWC field technician repaired the services and all was well. [redacted] issued a credit of $165.67, the equivalent of 2 months video service fees and one month HSO service fees. Customer was satisfied.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

First of all, thank you for [redacted] (Time Warner agent) to contact me and helped us and promised the credit.

While the technician visited our home and exchanged the cable box, the image freezing still continued randomly. The technician did not check the Line. He just saw the box and told we have to change this old box to the new one. I was wondering why he could decide what is wrong by just seeing the box.

Now, we really don't know what to do for this image freezing.

For internet, I had outrage yesterday again (3/**) around 10:15PM but while I called Time Warner and waiting any agent is available, the signal was back. Turn on and off is still continued. Also, I contacted earthlink.net and they told I should have 15mb speed (it was the speed when I opened the cable account) . However, the Time Warnet technician told me that we have just the basic plan . I believe that it is not true. At that time, Time Warner had no such many plans , just have high speed internet and we could just select High Speed Internet.

Anyway, for the TV , I need more help to solve the Image freezing issue.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

As of 3/**/14 [redacted] did not receive a reply to her voice mail and email. Customer can reach [redacted], after 3/**/14 at ###-###-####.

Consumer

Response:

I received e-mail from [redacted] (?) , the agent to request phone call her but I was pretty busy and could not make phone call.

Also, we had no time to exchange the 2 boxes of our 3 boxes to Time Warner and still freezing issue for our 2 TVs.

About the 1 box which the Technician exchanged seems better than before while it sometimes freeze also but coming back soon and not so bad as before.

Anyway, since we are very busy and too many phone calls from Tele marketing companies everyday even though our Tel No.s are Don't call list on the Federal site, we sometimes just set voice mail and I might miss the agent's phone call.

I will call again if the issue still continue and if it become worse (We have to go to Time Warner to exchange the 2 boxes anyway).

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is reasonable to me . Since the matter has not been resolved completely, I will contact the agent when the things go worse .

Sincerely,

Review: On July [redacted] 2015, we moved to our new apartment and requested for a Triple Play package from Time Warner Cable.

As part of the promotion at the time of purchase, we were offered a $300 [redacted] Reward Card.

A redemption code by TWC was issued after 3 months, but we still haven't received any [redacted] from TWC, only to say that we were disqualified from the promotion that we were assured to receive at the time of acceptance of service over the phone.

Thank you for looking into this matter.

Best regards,

WTDesired Settlement: $300 [redacted] Reward Card as per promotion at the time of purchase

Business

Response:

Customer must provide TWC with "proof of switch" documentation to qualify for the gift card. TWC has requested this in the past and it has not been received.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

At time of signing into an Agreement with TWC over the phone, they never indicated any requests of this nature. We informed them that we were coming in from Canada with no prior connection with a cable provider in the U.S. We informed them that we were Bell (Canada) clients. The TWC representative CONFIRMED that we were eligible for this promotion and had never indicated such a request. The fact that they provided us with TWO redemption codes to redeem this $300 offer also indicates faulty business practices on their part, for which we are being misled. We chose their services for this very reason - for the offer which was NOT FULFILLED. At no time did we ever receive a request to provide TWC with our prior service provider. At this stage, we expect TWC to honor the offer provided by their phone representative who signed us up for this Agreement. As discussed with TWC, this is the only acceptable course of action that we can accept from them. This is really a breach of their own agreement and offer which is misleading customers. Thank you for your follow up.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

TWC requests copy of prior provider service be sent for review. Upon receipt TWC will assist further.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.As per email, we accepted TWC terms as long as our current plan doesn't increase in July 2016 for another year without any commitment. (Since TWC could not honor the $300 credit in one slum payment).

Sincerely,

Review: I called to close my account at the end of November. Time Warner had just billed my credit card for the month going forward (December) and thus I was in good standing.

I set up an appointment for their tech to come and pick up their equipment. The tech never came. But the bills kept coming. As each bill came I called and told them that I had closed the account, was not using their services, and did not wish to be contacted by them anymore.

Their equipment sat in a bag in my closet until February ** when my wife dropped it off. That's when they claim the account was closed. Despite my best efforts and intentions to close the account they have kept billing me.

They've left the meter running long after I requested account termination.

I've called to resolve the dispute and they refuse to anything about it but will continue to harass me by sending bills and may damage my credit report. I had their service since 1999 and always paid on time and was paid in full when I requested account termination.Desired Settlement: I wish for them to properly close the account, as they should have when I first contacted them on November **.

I will not be paying Time Warner for services I did not use.

They already got an extra month out of me since they were paid for December and I did not use their services after November **.

Thank you

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I have been a customer of Time Warner Cable for over 3 years. During that time, I was paying for a service that advertised 15 MB a second download and 1 MB a second upload. During the 3 years, I never got anywhere close to the speed advertised. Despite contacting TWC repeatedly over the years the issue was never resolved. I had technicians come out say the problem was fixed only to have my internet be slow or just completely drop out the next day. After never receiving the service advertised, we moved apartments, in the same building to the apartment next door. Upon moving in, I hooked up the internet and everything worked fine, even better than before. I called TWC to transfer the billing info, and was informed I had to have a technician come "turn my internet on." Despite it already being on. At that point, TWC shut off the working internet and scheduled an appointment to turn it back on three days later, during working hours as they only offer appointments between 9 and 5. Today 4/*, I stayed home from work to wait for the tech to show up between 9 and 10 AM. At 10:10, I called to ask where the tech was without an answer. At 10:30, I was told he was 20 minutes away. At that point I had to cancel the appointment as I was already 1.5 hours late to work. As a freelancer, if I don't show up to work, I don't get paid. So every time I wait for TWC to show up and they don't, I am literally losing money. Additionally the fact that TWC is about to merge with [redacted] makes me think I will get even worse service with even less accountability. Both of these companies are monopolies and should be broken up immediately.Desired Settlement: Break up the cable/internet monopolies and allow competition so the US can have internet services comparable to other industrialized nations.

Business

Response:

On 4/**/14 [redacted] assisted customer in updating account and addressing service issues. Customer is satisfied.