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Time Warner Cable Internet Installation Review

They only have 1job to install cable & internet. How can they not get it right. I think they should credit you every day its not working. Give you a free month for not installing correctly the first time and making sure everything works before installer leaves.
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Time Warner Cable Internet Installation
#1032027
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took over two months to get the cable ran back to house, then when this was completed they never left a note saying it was done so we could schedule install once we found out it was completed scheduled appointment for installation to house include five boxes, internet...
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Time Warner Cable Internet Installation
#1007312

Time Warner Cable - Internet Installation Review from Dayton, Ohio

Can we all say "monopoly"? Why would a service rep take my order, give me a price, and set up an installation date:time w/o adding that a serviceability study needed to be completed? I set this up late sept for install oct24. Not a word - no call, email, or snail mail - until I called today, install date, and learned the order has been wallowing waiting to hear from me. No one knows when install will be.....
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Time Warner Cable Internet Installation
#942255
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Time Warner Cable - Charlotte, NC

10/2 - Went by the TWC store bought easy install self installation kit. Was told that it my complex was ready for service already. Hook it up and go. If it didn't work it would take 3 hours at the most for someone to come out and turn on service. It never worked all night. Called and spoke to someone who said they would have to schedule an appointment to come take a look at what the problem was. The appointment was scheduled as "ALL DAY" appointment. Didn't know what time they would be there but was told that I needed to be there. 10/3 - Missed work (in my 2nd week on a new job) Waited all day for the appointment to show up, never did. At 5:00 PM called to see what had happened. They said they appointment got there at 8:00AM and it was outside work I didn't have to be there. The work was done it should work. I was mad but thinking well at least it's fixed. Go inside, turn it on, of course still doesn't work. So I call back, they send another work order for the next day. I don't have to be there this time just an outside call. 10/4 - Get home from work think the service is going to be working, it's not. I call back and they say someone has to come inside to see what the problem is. Can only come M-F between 9:00AM-5:00 PM which is normal work hours for most Americans. After missing a full day of work already this week (2nd week on the job) I ask for a half-day on Thursday to get this fixed. 10/6 - Techinican comes. I must say he's been the best part. Quickly diagnoses the problem. My house wasn't wired properly when they brought the new high speed lines through. He said that either nobody was occupying my apartment or they had another provider. I would need to schedule a re-wire, he wasn't equipped to do it. Said someone would call me soon to schedule it. Nobody did. Called back that night and finally after an hour on the phone scheduled a technician to come on Saturday from 11:00AM-Noon to fix it. 10/8 - Appointment call that morning to confirm from TWC. Wait during the hours of 11:00AM - Noon. Nobody shows. Call at 12:30 PM to see what's going on. The first lady I talk to says that it's my fault they didn't come because after I made the appointment they called back on Friday to confirm and I didn't answer because I was at work. Really rude and standoffish (which became a trend). Said why are you mad at me? I didn't do this to you someone else did? This conversation goes on for an hour with multiple reps. Finally find out that they scheduled a TWC technician like the original one that came by mistake. Said they would reach out to the company they hire to do the rewire and that I should just hang tight and wait for a call back. Wait all day, no call back. Call that night, on the phone for 2 hours, finally someone says that the company that does it has to contact me on Monday to schedule a time to come. 10/10 - Company emails me that they can be at my house to rewire it on Saturday between the hours of 8:00AM - 9:00 AM. They tell me I need to get a written letter from my Property Manager to give them permission to do the rewire. Which I immediately get and email to them, save a copy for the technician. 10/15 - Technician shows up a little after 8:00 AM very nice and courteous. I think finally this nightmare is over. He goes through all the outlets, tests them, I give him the permission letter. He gets up after 10 minutes and says "Yes the problem does require a rewire, we will be in contact next week to schedule a time to do the job." I'm furious. This was the appointment to rewire. I call technical support steaming mad. This is the 2nd Saturday I've had to plan on them coming. The person who could do it was there and left without doing it. Technical support says "We are so sorry, it's totally our fault. We scheduled the wrong type of appointment. We will find out if we can get him back out to do the job." They quickly find out that is not possible. So that's out the window. They let me know that someone will call Monday to reschedule. 10/17 - No contact 10/18 - No contact 10/19 - No contact 10/20 - No contact 10/21 - I'm at work, I've already missed so much time at work because of this so I try to do an online chat to find out what's going on. The online chat option is completely worthless. They are capable of saying unplug it and plug it back in and that's about it. They can't respond to questions, they can't carry a conversation. After 40 minutes on the chat I asked the customer service rep what problem I was trying to solve? He didn't know. Looked online and found a # for Tier 3 Customer Support that is semi-local to me. Get a rep on the phone who legitimately seems to care (which is a first) but says he can't do anything because the company scheduled the rewire already for 10/28 at 9:00 AM and has put a DO NOT RESCHEDULE on it. First off, I cannot be there at 10/28 so if they don't reschedule it now then they will just show up find that nobody is home and have to reschedule it then. The rep says he can't get anyone from the company on the phone so he has to get in touch with them, get a lead rep to override the DO NOT RESCHEDULE, and then have the lead rep contact me to find a more convenient time. Hopefully one that is sooner. Says they will get right back to me. It's been over 2 hours, still no call back. Summary: I still have no idea if/when they will ever come to install my service. The representatives I talk to on the phone are always rude and standoffish. When you get frustrated with the situation they get defensive and say "Why are you mad at me? I didn't do this to you the person you spoke to last time did." Until you get to Tier 3 support you can't even speak to someone who can actually comprehend what you are saying to them. And at Tier 3 service, which is supposed to be the best, I've had mishaps on scheduling mess up everything I've tried to do. The way that I've been treated should be a crime. No other business in America could treat their customers this way and get away with it. I'm almost 3 weeks since I signed up, I don't have service. I don't even have a clue when I might be able to receive service. They have credited my account for 2 free months of service but it doesn't do any good if I never get the service turned on. I would advise anyone who is considering getting Time Warner Cable to reconsider. You might have an easier go than me because your wiring is probably installed correctly but at some point something will go wrong so that you have to deal with their customer service reps and at that time you will see what my problem is. Every time I call in I have to repeat this entire story to a new rep because they don't take proper notes no the account. That first rep always diagnoses what I need wrong and immediately says let me send a TWC technician out. I know that's not what I need and try to tell them and they argue with me before I have to beg them to transfer me to Tier 3. Then Tier 3 gets on and botches it. I'm so frustrated. I don't know what to do. DO NOT SIGN UP FOR TIME WARNER CABLE.
1.0
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Time Warner Cable Internet Installation
I didn't like
  • No solution to continuing problem
  • Rude customer service
  • Are the only choice
#940932
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Time Warner Cable Internet Service Installation Review from Albuquerque, New Mexico

absolutely would never recommend time warner to anyone. I ordered cable for my elderly father and two days later, they said the order hadn't been put in. So I ordered it again. I told them that the tech who installs it will also need to show my father how to use the new remote. The tech never did that. So the second tech I had to request to help him with the remote, did not show because he said no one answered the phone at the residence. I was ON THE PHONE with the tech as he was headed to my dad's. I told him my dad was there. Why he didn't get his lazy *** out of the truck to do his job, I don't know. I have now called for a THIRD tech to go out there but they cannot get there for ANOTHER two days. In the meantime, my father is literally in tears, frustrated and waiting for one of the few things that comforts him- his old Westerns. We are now looking at something that was supposed to take two days has now taken eight days. We are not even sure if any of this service will even work. This is how they treat their elderly veterans? I am absolutely disgusted!
1.1
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Time Warner Cable Internet Installation
#891620
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I ordered cable and internet service to begin on 6/26/2016, but never activated the equipment because I had to move to a different apartment on 7/1. So I requested to have the service started at the new place on 7/1. I contacted TWC on 7/2 to tell them the equipment...
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1.8
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Time Warner Cable Internet Installation
I didn't like
  • Technician appointment was canceled without notifying customer
  • Did not refund money after i canceled service
  • Promised a refund but never received it
#887230

Time Warner Cable

TWC is the worst company out there and rank up there with bill collectors. Their customer service is horrid and they go as far as lie to get business. Stay away if possible! Go with DirecTV or Dish for TV and Verizon or another carrier for Internet! Called and did an online chat for a reconnect for internet. We have always had bad experiences with TWC in the past and decided to go with DirecTV (which we LOVE!) and Verizon for internet and phone a year ago. We decided to give TWC another chance for internet ONLY. We were told that the self install kit was the way to go. I wanted TWC to check ALL external lines to see if everything was hooked up or still active so when we picked up the modem, the install would go right thru. I was told “No problem, the work order was placed and they would check everything the next day.” My first mistake was TRUSTING that it would be done. I waited 2 days and picked up the modem. I hooked it up and nothing. Tried online chat with INDIA (of course) and after 40 minutes, nothing. I tried calling next. After 10 minutes on hold and 20 minutes with a CSR, nothing. Transferred to a tech person who said “Not my area to service, I’ll transfer you back to customer service. I was sent back to the automated service! So after 2 hours of NOTHING, I returned the modem back to the TWC store, just for the CSR tell me “we don’t check the lines until you pay for the service and get the equipment! So I was lied to twice and treated like *** during EVERY phase of the ordeal! They have made no strides to improve ANY aspect of their customer service, they now have agents lying to consumers about their service tactics for sales and they STILL have no clue how to operate as a business! They care nothing about the consumer, just about the almighty dollar. In the end, I hope and pray that they disappear into the corporate abyss. My hope is that the FCC and other governmental agencies get wind of their practices (which I will forward) and that they pay for what they put consumers through. If you have other choices in providers, PLEASE save yourself time and headaches – GO WITH SOMEONE ELSE! I would rather go without before I EVER try TWC ever again!
1.0
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Time Warner Cable Internet Installation
I didn't like
  • Quality
  • Poor customer service
  • Treating me like a nobody
#852019
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Time Warner Cable - Be careful of TWC and ads for installation.

During the Verizon strike and while waiting for Verizon to install my bundle in my new home, I received a limited time offer to install TWC in my home. So fed up with Verizon waiting period, I decided to call TWC. They scheduled me for installation the very next day, asked for my checking information for the 1st month payment, my social security number. I, like a fool paid for the first month. When the next day rolled around TWC did not show up. Said they rescheduled my installation day to the following week. YES THE FOLLOWING WEEK. I cancelled the installation. Now TWC will not refund my money which they deducted from my checking account. Phone calls, promises, NOTHING. Do not trust TWC.
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Leonia, New Jersey
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Time Warner Cable Internet Installation
#847314
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