Spectrum.com
Reviews and Complaints

I don't even know where to begin. First of all, the wait time to talk to something human is 15 minutes on a good day. Then, when I finally get through, the man puts me through to 2 other people. Each time, they barely know their job and say, what is that, or ask for more and more information. Then, when I finally set my appointment up, they rescedueled me 5 times. It has been over 1 month and the only thing they accomplished is tearing up my beautiful lawn and road to lay a line, that they say is supposed to be under 500 feet, but they take the longest route possible! Anything to pack more expensive line in your lawn. Now they say it will have to be taken up and relayed, messing up my lawn even further. My neighboor got it hooked up the same time we did, and they had no problem going straight into her home and hooking it right in, but it took over 6 hours to hook in JUST the tv and phone, and even that doesn't work at all. When we try to get some answers out of them about what will happen, they say they don't know! Now, we are on hold with a wait time of over an hour, because they said they would call back yesterday, but we haven't heard anything. Each time they made an appointment, they would cancel all your services, and when they dont show up, you have to call them and rescedule, amd call your original service provider to have them reconnect you for about $100, and god help you if they port your information because then you must wait until they actually do connect you, because your original provider wont take you back without a hefty fine, much larger than your reconnecting fee. If you need, any other reason to stay away from Time Warner Cable, I can think of millions.

5 weeks ago I called charter customer service asking if cable Internet was in my area they said it was so I set an appointment up for the next Wednesday, when the technician came out he said that charter was going to have to put a tap in the power line so I would be under 300 ft and told me I was going to get a call between 1 to 2 days. 3 days passed so I called charter back and they told me to install a tap it was going to take 7-10 days and would call me back they never did so I called after that time passed and they told me it was ready so that gave me an appointment for the following Thursday that would have been three weeks since I first called. When the technician came out he said the tap wasn't installed so I had to call charter back and explain everything over they said I would have someone install the tap Thursday and my Internet Saturday. The next day a charter guy shows up without calling and said that he was going to install the tap Friday when I told him what happen he said that another technician was coming between 5-7 to install it. When he got to my house he said nobody told him about the tap and it was to late to call his office so he would reschedule for the next day he never showed. So when I called charter for like the tenth time they said they didn't have a record of me rescheduling and told me it wasn't there fault and I would have to wait another week. I'm sick of having to wait around for them.

I have been with charter for 6 years. I have had 16 service calls. There has been zero compensation on their part. I have had to set aside 4 hours each time to wait for tech. I am currently on hold with them to place my 17th service call. They were here 1 week ago to replace my cable box. The new one will not load the guide. I would like to know my rights for compensation. I did some crude math and I have paid them over $10000. I have in my mind been a victim of a crime. Who holds these guys responsible. They seem to be like a dictatorship.

I requested to have my home phone service suspended two times and i was assured that when i called them on may 28 that it would be suspended for 6 months at a rate of $10/month. I then receive a bill for a full month of service and when i aske them to research my call history they inform me that they show no records of a phone call and that they have never offered such a service. I had to wait over a half hour for a supervisor to come to the phone and they refused to credit me for a request they initially offered and now say they do not have.

The day before the Super Bowl, I received a "final notice" in the mail from Charter warning me that if I did not pay my "outstanding balance" my service would be disconnected... which was news to me since I had paid my bill on time every month since I signed up! After calling customer service and being unable to get a live person on the phone, I gave up and sent an e-mail instead. Soon I had a reply e-mail, in which their service rep had the audacity to chastise me for using profanity in my complaint, and even implied that it was MY fault I had gotten the notice because I didn't use Charter's automated payment feature! As someone who once worked as a customer service person myself, I can't believe they would let one of their employees treat a customer that way; I saw people get fired for less! I forwarded the e-mail back to Charter and demanded an apology and never got one. Finally, days later, I called and got someone on the phone who told me it was THEIR computer that ###ed up and sent many people the "final notice" that didn't deserve it. I'm with a satellite provider now and wouldn't go back to Charter if they paid me.

I cancelled services on May 25, 2012 and expect4ed to recieve the final bill. I never received the final bill instead I recieved a call from the collection agency because I was placed with them on June 21, 2012. I then contacted Charter and they told oops the final bill was not even printed until June 25, 2012. They then told me they could no longer deal with me because I was sent to collectoins for non payment. How can you be sent to collections for non payment when u havent even gotten the last bill yet? Now they wont even let me pay at charter I have to pay at the collectopn agency and now it has affected my credit. How do I get them to help me when I did nothing wrong! I just switched to another provider because of cost. Charter had promised to lower my bill and lock in at one low rate and it was never lowered so I switched and saved $137.00 a month for my cable, phone and internet. You cannot treat someone like a criminal for that but that is exactly what Charter is doing. I called and asked to speak to a supervisor and gthey told me that was impossible there was not a supervisor at all. How do I get my credit cleared of this? Why would charter do this? i was with them for more than 10years and this is how they treat me, I would never think to ever go back to them and I will tell all of my friends and family which have already started switching their services because of this. I know that I owe a balance but without a final bill to look at I do not know what I have to pay and I do not exoect to get a collection agency to call me for non payment. I would love to know if anyone else has had this problem with Charter.

my tv shows were left alone until i bundled with time warner cable mentor ohio they took away me tv, atennne tv and the tv guide chanel, , , this sucks, , , i would like those tv channels put back on or start sending be a lower cable bill, , , it makes no sense that i was billed for all the tv channels i had before and as soon as i bundled they removed them all in the same way, , , , dish network, att, and all cable companies are starting to look good to me maybe its time to change cabel companies, if you cannot restore these channels then lower my bill, your service really sucks, , and i think if this is not corrected i will start looking for other cable companies

I bought a home in Watkins Glen, NY, in March and faced a decision between DISH and Time Warner Cable for TV service. The home already had a DISH unit on the roof, but Time Warner was advertising its bundled $89.99 special for cable TV, phone and Internet for new customers.
So I called a TW rep, who told me the program extended for one year and included free HBO, Cinemax and Showtime on Demand (three services I wasn't really looking for, but would gladly take for free). I was happy with the deal, and I've been very pleased with the service for the past several weeks.
But today the bill arrived, and it had no relation at all to what the rep had promised me. I was charged $14.95 each for HBO, Cinemax and Showtime. There was no mention of the promised 89.99 on any line on the bill. Even before certain ancillary charges (which may be legit), my base price was more than 89.99.
I called Time Warner and spent roughly half an hour with three different consumer reps. One told me the original TW rep had apparently omitted the code that would have given me the $89.99 deal. She said she would see that the charges for HBO, Cinemax and Showtime would be credited back to me, but that I should pay the entire overcharge bill up front. Another rep told the free HBO/Cinemax/Showtime deals last only three months, not a year. She said TW would try to listen to the tape of my original call with the rep who sold me the package. I agreed that would be helpful. She also said she would have a supervisor call me back within 24 hours.
Here's my take: I was a consumer responding to Time Warner advertising for a $89.99 bundled cable package. I called a company sales rep who set the bait, which I took. After I had made my decision to go with TW rather than DISH and after TW had installed their system, TW switched the terms of the agreement. When I called to complain, I wasted valuable time spinning my wheels. Nothing’s been resolved.

I was interested in the triple play package from Time Warner and called customer service. Once I was able to talk to someone they informed me that I could not get the triple play package for $89.99 because I am existing customer. I expressed my disappointment with TW and asked to speak with a supervisor. The customer service rep told me talking to a supervisor would not help because they don't have the power to adjust pricing or approve pricing. I said I would still like to talk with a supervisor to express my disappointment. The rep told me they would contact me within 24 hours and I never received a call.
Now I understand having promotions for new customer to draw in new business. But what about taking care of your existing customers? I feel it is very unfair that an existing loyal customer is not able to have a similar offer. Once again I understand giving a new customer a price break but how does Time Warner feel it is fair for a loyal existing customer to pay almost a $1, 000.00 a year more for the same service? With a business theory like this it is hard for a customer not to look at other options.

I changed my business service from Verizon to Charter 2 months ago and have had nothing but problems ever since. There are many days when the lines go out then come back, I will be in the middle of a conversation with a customer and get cut off. This has been happening every day for the last week. My employees can't call out and we can't run our business. It is hard to estimate how much Charter has cost me, I am an insurance agent and my business is 90% dependant on the phone. Stay away from Charter Business.

Charlene
Try our sesrvice in Austin, TX!. It is worse than awful! I am on my 4th DVR cable box in a year! I have gotten so tired of rebooting my box daily, I have just kinda given up. Currently, it is turning itself off & on, off & on. The general answer is REBOOT, REBOOT, then send a tech out who always shows the bandwith is low, for "some reason". They put a booster on the cable at the street, or in the attic, and low and behold, a month later we are back to the SAME, or NEW problem.
Previously, we would get "FRACTURED, or PIXILATTED PICTURE", which is a sign of low bandwith. Our ONLY choice is to go SATELLITE, which means when it rains we will have no picture at all! I DID NOT renew our contract for these reasons, and now they have gone up $50.00...It originally took 2-3months to get us on Internet, so we were on a VERY LOW rate, now that has dropped off to the HIGHER RATE! I am thinking of starting a BLOG of EXTREMELY DISSATISFIED Time Warner customers, maybe that will get their attention! YES, their VOICE MENU is AWFUL!

December 10th, 2011 we were at best buy and a time warner lady named Lessie Meyer talked us into a promotional "special" to lower our TWC bill and in return get a $100.00 rebate check in the mail in 6-8 weeks. She gave us a business card as well. I contacted the number on the card and no one picks up. I emailed Lessie and she never got back to me. It is now February 24th, 2012 and we still do not have our $100 rebate check. We have called TMC and they all transfer you from one person to the next. We are really fed up with both time warner and best buy has lost our business. Do not fall for this scam!

I have been a TW customer since 1987. I currently have Basic, Standard, DTV, Road Runner, two premium channels and DVR services paying nearly $200 per month. For nearly a year I have been experiencing problems with my DVR recorder. Scheduled programs do not record and I get messages that advise me that the channel was not available (when I know it was) or set-top was unable to record or after a program was successfully recorded I disappears from the list of recorded programs available for viewing. In addition, HD channels and Prime Time On Demand is frequently unavailable requiring a system re-boot several times a week. When I called customer service I was told that the DVR probably needed replacing. On Feb 04 a TW repair man came to the appointment with a dirty, dusty, used replacement DVR. When he hooked up the "new" DVR it did not work. It was worse that the one I had. Please note that I do not have a problem with the repair men or customer service. My problem is that TW does not have new replacement equip and sends out repair men with faulty equip. It is a waste of my time, the repair man's time and generally a costly proposition for TW. Yet, rates continue to rise, I get marketing calls at least twice a month with offers to upgrade my services to include the "triple play" options and automated surveys asking me how happy I am with either the customer service call or the repair service visit. TW somehow has the money to spend money on commercials offering superior cable services trying to get more subscribers but cannot offer decent services/equip to their current customer base. I have been offered 6 months free DVR service as compensation. That is not the issue, I want the service! I want new, working parts and reliable services that I am paying for. My sympathies to the customer service reps and repair men who are the front line and who deal daily the dissatisfied customers of a corporation which is essentially a monopoly. No new parts? Really? New customers get lower rates why not us?
Why have my rates increased from $167 in Dec 2010 to $175 in Feb of 2011 to $191 in Jan of 2012? Where is the FCC to protect us? I've been told that whole house DVR service customers get new equipment.

Every winter we leave for a month or two and have continued to pay our Charter cable/Internet bill even though we use none of the services while we are gone. This year I contacted Charter to temporarily suspend service while we are gone. After being routed around to several departments I was told the only time I can suspend my service is the period between 8/1 and 1/15. This is so unfair to have to pay for service that will not be used. I will be cancelling our account and upon out return will find a different provider.

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.