Spectrum.com
Reviews and Complaints

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

July 2009 signed up for the bundle package which included phone, cable and Internet for 24 months for 123.00 per month. After 2 years of service I received a bill for 163.00. When I asked why I was told the promotional package I signed up for was over. I then decided to cancel the bundle package and go with the Internet only, which took my bill down to 63.00 a month. I received my August-October bill for 65.00 . In November I received a bill for 213.00 stating I was being charged an opt out fee. I was told that I was informed about this fee but I was not. I was also informed that I had to pay this amount because I opted out of my contract too late. Again they lied to me. I asked the representative if there was a fee, she informed me I had seven days before my contract renewed. Time Warner cable are liars and crooks they need to be stopped

I switched to Time Warner Cable after seeing an ad on TV about their products and the promotional part that if I switched to TWC that I would get a $200 gift Card. After much consideration and over several months I decided to give TWC a try. I went on line per there ad and placed an order for TWC. I filled out the form entirety and pre-paid for the switch. The online ad stated what service I needed to do to get the $200 dollar gift card. I did not see anything after I completed the information online and paid for the service that I called time warner cable (TWC) myself to ensure that I had did everything right. I talked to some man but failed to get his name as I thought they were being honest to me right? they are business right? He gave me a confirmation number as well and told me that indeed I would get the gift card by switching over to TWC. On the scheduled day they were to come 8-12pm no one had called. I called TWC and they sent me to several different places even with the reference code but yes they could see it just not all of it and oops so sorry even though I sat it up online it was not guarantee. I asked why didn't they call? I just took off of work for nothing and couldn't they even get a courtesy call that they were not coming! I guess that was a warning I did not see. So a worthless day off and no cable. I reset up the time and also asked about the gift card since they could not even verify the time and date I had set up online. Oh yes ma;am you will be eligible for the gift card not a problem. Great I thought. I reset the time and date. Cable guy come and he states if anything goes wrong to call. Well guess what they laid the cable across the road and the garbage truck cut the cord not in half but I was concern about someone getting hurt I moved it to the side out of the road (back street to garages). I called the cable guys number he left and no answer...I called the company and I caught the guys outside one day and told them so hopefully they fixed it and did not bury it cut up like that. Anyway, more problems they charged me more than what the cost was that they charged for doing it online about $100.00 more. Ok I decided not to fight with them. But, I should have because I kept trying to get channels that I had purchased online. Remember to myself they told me that yes indeed they saw what I ordered and I would be getting the same package. wrong! I got charged more money, did not get all my channels and as well I did not get the gift card. I called and they reset it by remote and I asked again about the gift card. The lady told me that when I have had the service 6-8 weeks call back and TWC would tell me what to do to get the gift card. I waited and called at almost 8 weeks. I got the service in August and called them first of October 2011. I talked to 3-4 different people that day. First guy said oh well lady. You were suppose to send us a copy of the your bill from the cable company you switched from but you did not so basically he said I was SOL, even after I told him what everyone I called and talked to said. Here it is past 30 days and TWC does not want to live up to its bargain. I asked to speak with a supervisor and he told me not unless I can give him the full account number and the last amount I paid on the bill just to speak with a "supervisor"! I was in my car and told him I did not have it and since I paid my bills by bill pay I do not keep the bills around I shred them. He refused our address, the new telephone number and it is unlisted so no one had it, SSN, and how I had done it online etc. and basically hung up on me...or he might say disconnected. I called again and got someone else and he told me he understood and would attempt to help me but he just realized I called the wrong number he is in San Antonio and I am in Allen Texas and i needed to call the number up in Dallas. I called again for the third time. I spoke with another guy and oh he felt so bad that even though he can not do nothing about it today he promised he would give me a call in 48 hours, as he was going to address it himself. He took my cell number and promised so many time he would call me back that I actually believed him. Guess what? November is here and I still have not heard nothing back from TWC personal assistant. I can promise TWC this...I will be switching again and this time not to TWC.. I guess my $$$$ that TWC they stand to lose is worth it and I will let everyone I know about the game time warner cable (TWC) plays. I hope the 4 months they have had me was worth it. I go without cable before I choose them again.

Time-Warner Cable, Telephone, Internet Customers. Please be aware that Time-Warner began issuing bogus IP Addresses in September 2011 and continues at present.

In the past, according to Time-Warner, IP addresses were issued for six months or for a longer period, often for an indefinite period, in the past.

Currently, in our area, IP addresses are not issued three times per day. Eight hour IP leases.

Expiration, you are dropped off the Internet or if you are not on the Internet, you are unable to get on the Internet, until the sixteen hour period elapses.

This has happened every weekday.

No warning. No explanation.

Please be aware, particularly if you have health issues and you are dependent on the Internet for any phase of your care.

Some use the Internet to monitor relatives, employees, home & small business safety.

How to Check: Control Panel, Network or Network & Sharing, Details, Advanced Options, Connections/Connectivity. --Or--

Search for “IP Address and Connection Details.”

View your IP address, Your IP address Lease Issue Time and Date. Your IP address Expiration Time and Date.

Take a Screen Print: Control, Alt, Print Screen. Hold down all three. Paste to Document. Label and Store the document{s}.

Record this as often as you are wish. Record all times you are unable to access the Internet or are dropped from the Internet, without identifiable reasons.

Match IP Lease Durations and Dates and Times with your outages.

You can report this to the FCC and to the appropriate jurisdictions, in your state, county, city.

Request a refund, credit. Our area, we may have many who are changing services, providers, or discontinuing.

Please spread the word. Protect your family, loved ones, friends and yourself.

My family and I bought a house in 2010. As the house needed renovations, we moved to a temporary apartment for 5 months. My wife and I both require internet for our jobs so we transferred over our Time Warner service, which up to then, we had been very happy with. When we were ready to move into our new house, we called Time Warner to move our service to over to our new residence. I imagine that people have done this before (moved).
Time Warner came out and installed our new service and everything has been just fine for the last year, or so we thought...Three weeks ago I received a call from a bill collector from NCO collections, stating that we had been sent to collections by Time Warner. I said that there must be some mistake as we pay our bills on time and are insanely protective of our credit rating, having just financed a new mortgage. I knew that I didn't owe any money so I refused to pay over the phone which they weren't too happy about. I then called Time Warner, who confirmed that my account was up to date and no balance was due. I explained that I just received a call from a collections company on behalf of Time Warner and (as if it’s happened before) the customer care rep said that he'd better check to make sure my name didn't appear on any other accounts. Much later, he came back and asked me if I had ever lived in an apartment on Wilshire Blvd. (our temp apartment housing). I said yes but that TW had moved our service to our new residence. It turns out that instead of moving our account as anyone would normally expect, Time Warner opened a new account for us and had been sending an outstanding bill to our old apartment address. This apartment building is mostly temporary housing for new executives and mail does not get forwarded, so of course we had no idea that there was any type of balance outstanding (part of the bill was for a internet box that I'd swear I gave to the cable installer, but after over one year's time, do you really expect me to remember?). Furthermore, in our new house everything seemed to be just fine. We have a Time Warner phone number, Time Warner internet addresses, and Time Warner cable, yet we never received one single notification that we had any kind of outstanding bill circulating in your system. My wife and I are understanding people, choose our battles carefully, and most probably would have been happy to give you the benefit of the doubt and paid whatever you claimed was outstanding. It wasn't even that much money, but to send someone to collections without even contacting them when you have current contact information in your system? Well the saga continues...My wife has paid what TW told her to (right or wrong) in an attempt to put this credit damaging issue to rest, but of course the credit calls continue every day (it's been over three weeks since she made her payment with Time Warner). Last week I spent over an hour after work every night trying to get a hold of the credit company. I sit on hold and then eventually have to put my kids to bed, so I hang up. Next day comes, there's another voice mail waiting for me from NCO collections, and so on. Calls to TW haven't been much help. Rudy last week, was very nice, apologized, confirmed that there was no balance due and that he "would take care of it". He didn't take care of it. We spoke with many other pleasant TW reps, but nobody seemed to have the tools to make our nightmare stop. Most recently however my wife spoke to Marlene, a supervisor in TW Credit Management. Marlene was focused on the fact that the initial internet box was still unaccounted for. My wife kept attempting to explain to her that as far as she knew it was returned, and that she even paid for it three weeks ago. Marlene was the worst. My wife attempted to reason with her. "What happens when a cable box gets lost or destroyed? According to Marlene, there is no procedure for that scenario i.e. the calls can never stop! The best example here is if you've ever experienced (or seen someone experience) the look that a parking lot attendant gives you when you've lost your parking ticket; as if you're the first person in the history of the world to have done it. That's Marlene. So, NO RESOLUTION YET. I get calls from NCO Collections every day. My parents were visiting last week and my Dad happened to pick up the phone for that day's call. I was so embarrassed! What am I supposed to do? Hire a publicist to publicly publish my story? Change internet providers? Accept the fact my credit history has been damaged? Leave the country? All of the above? The experience that I've documented doesn't even begin to describe the time, anger and frustration that Time Warner and NCO collections have caused me. I've tried to keep things as informational as possible without ranting too much. This has been the worst customer experience I’ve ever encountered.