Spectrum.com
Reviews and Complaints

I have been a long time charter customer, basically because I have no alternative options. I have always paid my bill but in rough times, you try to cut corners on monthly expenses. Charter had all of a sudden increased my bill because a promotion period expired. So immediately I had to start looking at what my options were. I consulted with a sales person a time or two to check in on what they can do to lower my bill or remove services. The removal of services would cost me more, but they offered me a bundle that would maintain my previous rate, which was better than the extreme increase that I was dealing with.

All of these conversations were on the phone and through the instant chat option they have. I explained that I did not need a phone, but if there was an incentive and a rate guarantee for 24 months, I would move forward with purchasing of the bundle in return for a $400 gift card for a promotion they were offering. There was a whole discussion around the gift card and questions around what I needed to do to achieve that gift card. I was told that it would take 4-6 weeks for my gift card to come in the mail... so installation of the phone service was done and paid, 4-6 weeks later I start following up with Charter, and thirty conversations and five (5) months later via online chat and phone, I STILL HAVE NO GIFT CARD! Additionally, on my bill I was charged 20-30 dollars extra each month for fees and taxes for the phone alone, which I didnt even want, and I was not disclosed the amount of the taxes when they sold me the service.

As a single parent, I actually justified my continuance of service knowing that I couldnt lower my service offerings for any better rate, and I could use the gift card to help offset the purchase, I was counting on this gift card. Like I said, I have contacted Charter probably thirty times asking about the gift card, where was it, what if anything I needed to do, and I was continually told to wait it out...just keep waiting they said.

Finally at this point 5 months later, Im livid. I have no resolution -- I have escalated the issue three times with the promise that "its in the mail!" or "the forms are in the process now" and "call this number to follow up with the claim number xyz". I have done everything they asked, and I wait, follow up, wait some more, follow up again.

Five months later, with no call or follow up from Charter, I am now being told that I am not eligible for the incentive card. WHY? Because I talked to an agent. I DIDNT ORDER ONLINE, I USED AN AGENT! I explained that I had conversations via online chat and telephone to understand completely the service offerings and to understand what my options were. If I didnt know what services to order or what specials they had, how would I have known about the incentive. THE CUSTOMER SERVICE SALES PERSON SOLD ME A BUNDLE, WITH THE FACT THAT I WILL RECEIVE AN INCENTIVE GIFT CARD.

They refuse to escalate any further and referred me to call Corporate office. I told them that I had an entire converastion about the incentive and in the five months of continuous calling, I was NEVER told that there was an issue.

Ill be paying a visit to corporate office this week. This is unresolved and they say they cant do anything about it. I say its false advertising and poor customer service and management.

We used the PayExpress Service to make a payment to our Time Warner account. We entered "make the minimum payment" option using our bank account information. However, when the payment was confirmed it said it had debited the entire amount of the balance which was substantially more than the minimum. We called immediately to report the problem, but the customer service people said that they couldn't stop the transaction. They said that we had to go to our bank to have them stop it. We did do that and at great expense of time and effort, the bank blocked the incorrect payment from happening. We paid the minimum payment on the phone after that. Now, I went to pay our bill for the next month ON THE PHONE, because we no longer trust the PayExpress system. Well, the system says it won't accept bank account or credit card payments from us "permanently". We spoke to a supervisor and they said that they do not have the ability to override the system to accept our payment even though they read the account notes and said it was "obvious" that we were instructed to block the payment by Time Warner customer service. So, in conclusion, TWC instructed us to take an action which, when we followed it resulted in them refusing to accept our payment on the phone or by Internet. They will only accept our payment by cash at some office location. We called DirecTV to install satellite cable service and they are coming to our apartment on Tuesday at 9AM. Time Warner Cable has inconvenienced me for the last time. I urge frustrated customers to call DirecTV at 1800-DIRECTV to replace theit TWC service. Maybe when they lose enough customers to this ridiculous policy which treats all customers like second-class citizens (having to go to some office to pay cash is unacceptable when I can pay by other methods).

D. Carter

If you have a choice, choose anyone other than Charter. I have never paid my bill late, and some how have gotten on their collections call list, I have called over and over again. They tell me just ignore the calls my account is fine. Then I get a letter telling me someone will come to my door to collect. I call again, again told my account is fine that those are computer generated letters. My cable is out half the time, I can't rent movies, my internet sucks, and now I am being harrassed for money I don't owe. NIGHTMARE!

I worked for Charter Communcations for 3 1/2 yrs. Was recently fired on 3/24 for Stealing a Company issued Headset of another Employee. In the retention department of Charter, there are no assign seats. More than one person sits in the seats threw out the day. Another employee left a headset in the desk that I normally sit in. Because I failed to turn in the left headset, charter consider it as stealing. I didn't TAKE, BORROW or REMOVE from another employees desk. It was left behind by someone esle. I pleaded my Case to a Corporate Human Resouces Employee. He agreeded that it wasn't stealing but refused to reinstate job. He changed termanation to Unethical Conduct. I never Engaged in anything Unethical. Talk with Lawyer and because S.C. is an at will State, there's nothing I can do legally about the false accusations. Charter is also dening me Unemployment. Going threw all the Channels that I can to get JUSTICE! Lawyers, Local Media, NAACP, Corporate Office, President of Company, Vice President and EEOC.

To simplify the issue, I will summarize the events and let you decide how you would feel if you were a customer placed in the exact same situation as I have been.

I started using Time Warner Cable for internet and cable services over 5 years ago. When I purchased a new house with my wife 3 years ago, we took the service along with us.
16 months ago, I decided that I could no longer afford to use Time Warner as my internet services provider as they had raised their prices and alternative offers which were substantially cheaper were coming everyday. Last month, facing the prospect of foreclosure and attempting to prevent further losses, I canceled my Cable service.

I did not stop payment on the bills I owed, in fact, I waited to stop the payment with my bank until one consecutive billing period had passed. I called approximately two weeks ago and verified that a credit was due to me and that a check would come in the amount of 48$. I was very happy and awaited the arrival of the promised check.

This weekend, I received a phone call from a third party collection service regarding a modem that I had not returned to Time Warner Cable. I explained to the service representative that I was unaware of the requirement to return the modem and that it had been 16 months since I had used Time Warner for cable internet services.

Today, I opened my mail and noted that now, after 16 months and a promise to refund the 48$ I owed, Time Warner Cable was going to charge me 100$ for a modem that is over 5 years old.
I called the Central Texas office and spoke with a service representative. She insisted that there was nothing she could do, that Time Warner`s policy was to charge 100$ for modems if they were not returned. I explained my frustration in the companies practices regarding extended time delayed and that I felt it was their own negligence as they had never informed me to return the modem. I asked to speak to her manager who explained the same thing, repeatedly over and over again, in a manner which did nothing to diffuse my anger and fear regarding my potentially credit harming mistake. I explained that I knew the modem was not worth 100$ and in fact had been produced, shipped, and sold for less than 5$, and that this practice is unethical and immoral; basically very bad business. Further, as the modem was gone, what could I do? I offered to locate a modem on the resell market and did for 20$. She said, "NO, we want our modem back." as if this modem was special or different somehow than every other Time Warner modem in the world which could now be purchased for as little as 20$. Next, I asked to speak to her boss, she said someone named Nicole would all back. I also told this service representative I wished to complain to the corporate office. She laughed and said, "We have a corporate complaint line, if you would like to call, but the call will come back to me, as I handle corporate complaints. This was absolutely infuriating, as I felt I had made a perfectly rational honest mistake. To me, if the modem was so important to Time Warner Cable, they could have easily called me and asked me to return the modem or even sent a technician to my house to pick up the modem.

Within two hours, Nicole called back. We discussed the situation, I pointed out that I had not been informed for 16 months that Time Warner Cable wished for me to return the modem. I stated that I was extremely offended and felt ripped off, deceived, threatened, and wanted to protect my credit history, as I did not intend to pay for a mistake which was essentially bad house keeping from both parties. She said she was not sure if my credit would be effected, even though I had told her about the credit collection agency that had called previously. She said she would have to find out about that and get back to me. I said, if you are not going to do anything and we both agree this is frivolous and wasteful, then forgive the charge and refund my money. Her response; " I could refund your money, but I am not going to do so. The charge will remain."

Again, I will let you make up your mind based on what I have told you. To me, this policy may make perfect sense; if it had been implemented correctly I would have no problem whatsoever returning the modem. But, after 16 months, when someone is canceling due to financial hardship, how can Time Warner Cable believe it is a positive business relationship management policy, to bleed people to death over a mistake you have made yourselves? I will now begin practicing my word of mouth market skills to do everything I can to punish, insult, and hobble Time Warner Cable. And you will gain absolutely nothing but a disgusted, mistreated, resentful, public, and wasted time from three supervisors. When I do get back on my feet, I will be sending my able dollar to At&T, or Verizon, or NetFlix and Digital Wireless Receiver; yes, that is the ticket; so much cheaper. But mostly, more ethical and righteous; just the type of fair ethical business I wish to support!

You have been informed. I hope you are listening.

Sincerely,
Curtis Saxton
Round Rock, TX
512.940.6568

I received a bill from Credit Protection Assoc. l.p. on behalf of Charter Communications. I am sitting here looking at a letter from Charter stating my account is paid in full. This is total b, s. and to make things worse this company has no contact information. next call is to the public service board.

I'm trying to cancel my contract with Charter, due to VERY lousy service. It's always cutting in and out, and pixelizing. It's making me crazy. Plus here in Fallon we have to Pay the same amounts as others, that receive phone services along with their packages and we do not get the phone option. But still have to pay the same price as if we do. I checked on our internet speeds and we are not getting the speeds they quote to us. Matter of fact we are the lowest, almost globally. As far as cable internet goes. I'm always timing out on web pages. With cable speeds? What is up with that. I would love to leave them in the dust for them breaking their quality of service contract!

Our office decided to get internet and phone service from time warner. Since the beginning the lines weren't correctly installed. The phone calls with the patients were often getting cut off. We made many phone calls and conversations with time warner to come and fix the problem. They didn't care enough to send some contractors to come and fix the issue. They would say"well the phone calls aren't getting cut as we speak". Like they didn't believe the issue was true or as severe. As we we were trying and trying for them to send help, The representitive's would raise there voices and treat us as we were ignorant people. One person specially there named Shannon. As we would speak to different represenitve's, we would ask to be forwarded to a supervisor and they would refuse to do so. We felt trapped and punished for something we didn't intend to get into. All this in only 3 weeks of service with them. And it was the worst experience of our lives of customer service. With all this situation and poor inconsiderate customer service we decided to cancel. Before we did that we spoke to one of the supervisors and he said it would be ok because its in the grace period of trial. Now they are sending a bill with services that we are not even recieving. And they are saying we must pay 6, 400 to end service, For early termination.. Please help our office with this horror. We will gladly pay for the services that were rendered . But we should not be punished for something we never recieved.

CHARTER CABLE is BY FAR the worst HDTV so called cable company EVER PUT INTO THE CABLE BIZ! WE ARE SUPPOSE TO HAVE THERE BEST PACKAGE THEY OFFER AND I CAN NOT BEGIN TO TELL YOU ALL THE CRAP I HAVE BEEN THREW WITH THIS COMPANY ! AS I SIT HERE AND WRIGHT THIS COMPLAINT MY SO CALLED " BEST AND NEWEST HDTV BOX THEY HAVE " HAS GONE OUT BLANK 7 TIMES ALL BY ITS SELF AND TAKES AT LEAST 10 MIN TO COME BACK UP! ! ITS NOT EVEN WORTH THE TROUBLE ANYMORE TO EVEN PICK UP THE PHONE AND CALL THESE ###S! BECAUSE IT WILL GET YOU NO WERE! I JUST WANT TO SET THIS ### CRAP OF A HDTV BOX ON FIRE AND THROW IT THREW THE WINDOW OF THE COMPANY WINDOW AND TELL THEM TO STICK IT IN THERE ### . THEY TREAT YOU LIKE OOO WELLL YOU GOT OUR CRAP NOW AND YOU OWE US MONEY NO MATTER WHAT FOR 2 YEARS SO JUST DEAL WITH IT! CHARTER MAY BE CHEAPER THAN DIRECT TV BUT BY GOD WHAT EVER YOU DO PAY THE EXTRA MONEY AND GET WHAT YOU PAY FOR " BETTER HDTV CHANELS SERVICE AND DVR BOX THAT WORKS LIKE ITS SUPPOSE TO! MY GOD! IF I COULD BLOW THIS HDTV BOX TO HELL I WOULD! AND MAKE CHARTER EAT EVERY LITTLE PEACE OF IT! IF YOU WANT THE BEST GO WITH DIRECT TV IF YOU WANT TO SAVE MONEY STILL GO WITH DIRECT TV TRUST ME THERE WORTH IT OVER THIS ### CHARTER CALLS A CABLE COMPANY!

Last month I was having issues with my internet not working for a few days. They couldn't figure out the problem online so they sent a technician (3 days later) to find to problem. Was thier own outside wiring. Anyways, to calm me down they gave me 30 days of free "Road Runner Turbo" service. Then on this months bill they have charged me $9.99 for this "turbo service". I talk ed to them and they said I needed to cancel the service prior to the end of 30 days. I did NOT subscribe to this "turbo service", they gave it to me free for 30 days and never mentioned anything about me having to cancel. I've had Time Warner for 3 years now and am totally UNSATISFIED with all thier services. I am NOT paying this charge of $9.99 !

Charter is some shady mutha ###**s, that's all I know for sure. I cancelled my service in Dec. 2010 because I couldnt' take anymore of fighting every month over my bill as I try to keep my stress at a minimum in my life. I paid my bill in full with a supervisor (who knows who she was) and confirmed with her that I would not get another bill. Well guess what? Yep another bill arrived in Jan 2011. And then I get a collection notice for the bill in the mail the same week. The collection notice was dated Jan. 24 and said that the amount was seriously past due. The charter bill wasn't even due until Jan. 26! How are they gonna turn this over to a collection agency before the bill is even due! I guess its their standard ### practice to get the last bit of your money since no one wants their credit rating damaged and it takes forever to resolve a billing dispute through a collection agency. But I guess a good part of their "BS" business is that people like myself will pay a little bit extra to remove the word Charter from our lives as quickly as possible.

I was recently floored by a couple Time Warner ‘policies’ I would like to share with everyone.

1. Was told that they will not refund mistaken (or perhaps fraudulent charges) older than 90 days. Well, after I started subscribing to TW, a channel lineup I did not order had appeared on my bill. At the time I had blindly paid without looking at the details and unwittingly paid this for at-least 9 months. I called to simply correct the mistake and was hopeful a refund, instead was told of this company policy as the rep called it. To me, seems it should be illegal to charge for a service someone never received, despite having mistakenly paid the bill, especially in this day and age of auto bill payments.

2. Time Warner will charge for service though you are not receiving it, basically if it is turned off because you late on your payments. I had my service turned off as I was late on my payment, called made a payment and asked they turn my cable box and service back on. I was told I need to give them a $500 deposit to turn the service on, I refused. Later when I went to return the box I came to found out I was still being charged for the service in spite of it being turned off and I had indicated to cancel the account. When talking to a customer rep, I was met with, "Sorry sir, you were late on your payment. There is nothing I can do." I guess the policy is, if you are late on your payment and your service is turned off as result, you deserve to get taken advantage of.

Moral to the story, try to can't avoid the harsh customer service and business practice of Time Warner Cable. If you have to subscribe to this service, at the very least analyze your bill each month. Then, at least then you may not get taken advantage of, as I did. Also, surely don't miss a bill it could cost you.

Charter has been using the practice of redirecting DNS servers of its high speed internet customers, forcing their browser to visit pages they did not request. Calls to customer services end in them telling customers that it is their computer/router/device in spite of hard evidence of this corporate ploy to sell our browsing time to advertisers.

I have been a customer of Time Warner Cable for 15 years. They seem to think they are the only show in town. I am currently looking for a new cable/internet service provider due to the overwhelming lack of customer support provided by Time Warner. I'd been successfully paying my cable bill through an online bill pay service for several years. Time Warner stopped accepting payment from this serviced so that customers would be "encouraged" to use thier Pay Express service. Since that time my payments have been late every month. With Pay Express I am not allowed to schedule my payment therefore, I have to pay on or before the due date (which I can not chose). I am a state employee and paid once a month. I tried paying early, but that just caused my billing cycle to change. If I pay on the due date, the account is deemed late and charged accordingly. Where's the "Express" in that? They say that my best payment option would be to allow them to draft whatever they see fit from my banking account each month. But I don't agree. Frankly, I think the whole thing is a scam. I am disappointed and will find a company with fair trade practices with whom I can do business. Time Warner you are not the only show in town.

Basically, I needed internet for school and networking. So, after cancelling my service with a horrible internet service provider named Clear, I needed a new net provider. I remembered that back when I still used desktop computers Time Warner was pretty decent, fast download speeds and a price no higher than $40 a month. Wow, what a f*cking mistake to trust this dirty sleazy company. I call, tell the customer service rep exactly what I want: Road Runner basic at $34.95 a month for 12 months. Okay, so there is one problem, someone has a bill with my name on the account. Okay, I will dish out the $114 dollars to clear my name and establish a new account. I use my debit card to pay the $114 and based on my credit report, I must pay the first month's bill upfront and installer fees which come up to about $121 and then around $127 after some "miscellaneous" fees and etc etc charges. So, I am thinking to myself "let me make sure that I do not owe them anything else, and that nobody owes a bill at the address in which I will have the services installed". While establishing my account and setting up installation I speak to 3 different customer service reps who assure me over and over that no bills are outstanding at the particular address. I even give them the name of a person who had Time Warner's cable tv services and that they may owe a bill, I asked time and time again whether my account would be separate from theirs, I was reassured that even if someone owed a bill, that since I am establishing a new service that nobody owes a bill on and since I am over 18 and that at present time there was no service at all at the location, it would all be fine. So, I agree to this and I am excited, I authorized the funds to be released to them, the Time Warner cable installer comes about 2 days later on the Monday, sets it up and things seem okay. The internet is no where near as fast as it used to be, it's actually about equal to the download and upload speeds of Cricket Communication and Clear internet service. That's a whole different complaint, getting back to the point I receive a letter on the following Thursday stating that I owe for the installation and first moth bill. I was busy, so I planned on calling them that Friday afternoon after I got back to the house. But before i could handle that matter, I received a new letter that Friday morning stating that I owe Time Warner $200 and that my service has been suspended. I call a few reps for Time Warner, and of course get the usual customer service agents pretending to be confused and then each agreeing that I actually owe a bill. I demand to speak to someone who actually matters, not some high school drop out who watched a video on how to properly "handle" consumers. So i speak with someone who is supposedly "higher up" in the game to cheat consumers on behalf of Time Warner and she says something different. She tells me that there was a bill linked the address, she couldn't see who's name was on the bill but I have to pay it. My services are suspended and get this: I cannot get a refund of the first month bill and install fees until I pay the mystery bill linked to my address. I was speechless, then I became outraged. That is my complaint against Time Warner Cable. I do not know what to do, it seems like companies really can just bully us around as consumers because they can stand behind so many little made up policies and rules you never know about until they are used against you. I am one of those young men who reads the fine print on any types of contracts, purchases, etc.

I made several international calls between 2/9/2011 and 2/22/2011 which was very unusual. Reason is my mother passed away on 2/9/2011 and I needed to speak to family members about funeral arrangements etc. On 2/24/2011 I needed to make a call and got a recording citing illegal code. I had a bill that was due which I paid online on 2/24/2011. After the bill was paid I still noticed that long distance calls could not be made so I called Time Warner today (2/25/2011). I was told by the rep that my service was suspended but will be back in 15 minutes since my payment had posted. After 20 minutes I tried and received the same recording. After 1 hour the same. So, I called Time Warner again and was told my services will not be restored until after 3 business days. I requested to speak to a manager and was placed on hold for several minutes. The same rep returned and said no manager can help me the situation will remain unchanged.
No one from Time Warner contacted me regarding the calls made and about the suspension of long distance calls. Also, after I told them the circumstances for my need to call (mother passed away) they were not will to remedy the situation.
No one should have to go through this especially in times of bereavement.

time warner cheated me...worst experience I have had until...they promised me a new cable package and asked me to move from my original cable package..it all worked for a day and then the channels stopped...when I call them they tell that the new package doesn't include what was promised by them initially...i escalated it to the supervisor and he tells that I cant move back to my original package as it doesn't exist and asks me to pay a huge amount for the same..I ended up paying 35$ more per month for their mistake..its not the amount that concerns me but the feeling of getting openly cheated and that I have no choice, as my apartment support only TW cable.

Once again, my contract is up with Charter Communications (of Easthampton) and as usually, there's always someone trying to get me to stay. And to be honest, the first person I talked to on their online Chat actually was very helpful with the entire process. But after that, is where Charter showed what they're really made up of. On 2/4 (my bill wasn't due till the 10th) I asked about a promotion change. Got my new promotion down from the original $164 to $99 a month for the big three services. On 2/7 they came and installed the new cable box and everything. Went online to see the adjusted bill... nothing was there. Talked to a representative, and was told that I had to pay around $77 dollar for "your bill dated for January 28th" or simply put, my coverage for 2/1/11 - 3/1/11. Or so I thought. Today on 2/18 I went back online to check my bill (because I was told it would take 72 hours to change - lie!) and it hadn't changed. Went online to talk and apparently I still owed $36... when i was TOLD by a representative that I only owed $77. Got frustrated and got a manager...

TTM Michelle : A statement was printed up for 2/02 to 3/01 for 164.12
Your promotion was added on 2/04.
From 2/02 to 2/04 you were charged the normal price for your services.
From 2/04- 3/01 is when you promotion is on your account.
So.
Internet service is normally 44.99.
You were charged 32.49 for internet service because it was prorated.
Telephone Service is normally 39.99
You were charged 18.58 for telephone service
The digital home package is normally 65.99
You were charged 36.99 for the digital home package
Also, you were charged 4.99 for wire maintenance
Your taxes and fees added up to $13.16
Keep in mind, that the prorated charge is just for the promotional price on the services from 2/4-3/1
The charge for the regular rate is added on from 2/2-2/4

So, adding all this together, the total comes up to 116.38
You made a payment of 77.90
The remaining balance is 36.79

So I was charged for those two ###ing days ONLY after I went online to double check my bill. ANd that previous amount I was told?

TTM Michelle : You were given an estimated total. Not an exact total.

### you. If I didn't go online, I would of had a late fee and been in bad standing with them. After talking for about 2 hours with one service agent and a manager, I managed to get this...

TTM Michelle : However, for the misinformation, I will go ahead and credit $15.00 to the account. I do apologize. Do you have any other questions?
ME: yeah - what exactly do I owe as of 2/18/11 @5:38 PM?
TTM Michelle : The 15.00 credit will take 72 hours to reflect on the account. If you subtract the 15.00 credit, the total amount owed will be $21.79

I'm a high school math teacher. ### you. I know how to subtract.

Time Warner is the biggest bunch of LIARS I have ever dealt with in a company. They tell you one thing and mean something else. They tell you what a charge is gonna be for something and then when you get your bill it's triple what they said it was gonna be. They make you all these offers at discounted prices, but it's never what they say. I am so sick of being raped by these multi-billion dollar companys! The goverment and the Attorney General needs to investigate these companies and put regulations on them.