Spectrum.com’s earns a 2.4-star rating from 614 reviews, showing that the majority of internet and cable service users are somewhat dissatisfied with connectivity and customer service.
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price lock guarantee and $100 cash back
I signed up for bundle package and requested the price lock guarantee. I received the form in the mail. Completed it mail it back on 6/27/07. Today is August 12, 2008. I decided to call about the cash back redemption. I spoke to someone in Billing. He said I need to talk to the Sales department. When that person could not help me he said I need Billing. I told him the first person said I need Sales. He said he had to transfer me back to billing, instead he transfered me to techinal support. She transfered me back to Sale. The person is Sales was trying to change my service to up my price. I advised her I was not trying to change my service, I want to know when will I receive my $100 cash back. She said she could not help me. So, I decide to find a website to write about my complaint and tell any one who does not know that Time Warners customer services STINKS! They do not have a clue. It's amazing they are still in business.
will not stop calling not even a customer
About a week ago I received a flier in the mail from Charter stating that I could get cable internet for $14.99 a month for 6 months. So I went on their site and looked at the plan, the installation cost, and the additional costs and found that it was going to be about $75 - $80 for the installation which isn't that bad. I am tight on money at the moment and couldn't afford that price. So I just canceled the inquiry. This was all on a Friday afternoon. The coming Tuesday I received a phone call at 7:30 AM to confirm my installation of the internet service I ordered. I stated that I had not ordered anything and asked that they cancel anything they have open for me. about 9:00 AM a charter trucks pulls up in front of my place and they proceed to front door, I refused to answer the door for fear that they would charge me for the installation. Everyday since then I have received at least 3 phone calls a day from one of two numbers [protected] and [protected] and I have repeatedly told them that I never placed an order...I am then presented with all these other offers and pressured into trying to sign up for a service. I have now asked 4 or 5 times to stop calling me. This morning at about 10:00 AM I received another call on that call I stated that if they didn't stop calling me I would take further action. Just about 15 minutes ago I received yet another call.
I would like to have cable internet for its speed and reliability but after all this I will gladly go with Verizon DSL
I saved their number in my phone as "Don't Answer."
Whenever they call I'll go to prankdail.com and send them a couple pranks. They usually have pretty good reactions!
JUST GOT A COUPLE ANNOYING CALLS TOO
Keep calling me too.
Elderly abuse
I found my elderly mother really upset one day, as she was complaining about receiving, and being billed for services she did not order. After calling Charter communications on her behalf, I realized what she was going through. After further investigation, I found many other people in her retirement facility, and other elderly people in the community, that were being conned into HD services they didn’t need. Many other options in service were being overly pushed on elderly people who were falsely led to believe it was what they needed. Unfortunately many elderly people are not internet savvy and will never read this. Since learning of their unethical sales practices, and poor customer service, I have told my mother to cancel service. After she canceled, I called in to have service restored at her location in my name. I can’t wait for them to try hustling me. Pay back is a ### charter!
poor customer service
I received a bill with a $30 increase and called to find out why. I was told that when I first signed up it was a 1 year promotion and now I will get charged for Showtime, DVR Funtion, and the HD DVR Converter Box. I can not afford $30 (total of $142/mo) for TW bundle and asked to get my pricing down. I was told there was nothing that they could do. So, I advised them that I needed to change the service to lower my price. I was upset since I just added the HD converter box (and had to go into the service office twice and have someone come out to the house because of faulty hookup & box) for 2 months and specifically asked if there was a charge - which I was told there wasn't. At no time was I told my package was up and an increase of 25% would be on my bill since my supposedly promotional period was up. I then advised the retention specialist that I was upset over their customer service, product and pricing. He proceeded to ask me if there was anything else he could do for me...I said yes, I need to know how much my bill is going to be with changes to my phone, internet speed, and deletion of Showtime and lowering my speed on the internet. He also needed to tell me when the scheduled date was for a technician to come and pick up/swap my converter. He advised he would be right back.after I was waiting for several minutes, we were conveniently disconnected. In addition, Time Warner allows you to ask that they give you a call after you are done speaking with customer service to ask questions about their service. I answered that I wanted the call back (they advised within 15 minutes of the completion of the service call). I never received a call back from either. Now - did the service changes go through? Is a technician coming to my house? I have no idea.
The complaint has been investigated and resolved to the customer’s satisfaction.
I am very unhappy with time warner (note I did not capitalize their name) Several months ago I was having porblems with pixalating (spelliing?) The TV screen would break up into blocks and distort the picture several times per hour. I was told that time warner knew of this problem and would have it fixed sometime in the near future. It did finally subside and get better. There where several other problems with movies being added to my bills that were not mine, etc. Then Monday January 7, 2008 my service was turned off due to late payment. My wife called to tell them that I usually paid the bills and have been in bed for over 3 weeks and paid the bill. They told her they would not disguss when they would turn on our cable again. That was about it, got dressed (after being in bed for 3 weeks straight) I drove up to the local office here in Camarillo and asked them what it would take to discontinue my service. The lady was very polite and said just bring in your boxes and controls. I asked her if she cared why I was stopping service and she politely said yes. I told her I had been sick, etc. and she said sorry. I have already called Direct Dish and they will be coming out to install dish within 48 hours.
For the past several months I have experienced a decline in the quality of my TWC service. Calls to the service number are met with busy signals and long waits but since TWC is the only kid in town, I have tolerated it.
At the end of August I received an invoice with a 30% rate hike. I call to ascertain why and after waiting for an agent, was told it was because my "price lock" had expired. I inidcated I wanted to discuss a lower rate or, in the alternative, learn how to termiate the service. The agenct said she could not help me, that I had to speak with a "retention specialist" and transferred my call. An automated voice told me I had a 15 minute wait but when it stretched into almost 30 minutes, I terminated the call and redialed the service center. My second call was answered by an automated voice asking that I leave my number and someone would call me back. After waiting serveral days, I e-mail TWC customer service with my questions. I received an e-mail that referred me to the "retention specialist" even though I would not call to be placed on hold. Several days later, I wrote the Chairman of TWC at his Columbus Circle headquarters yet, still no response.
Tonight I experienced several outages of service beginning at approimately 10:45 P.M. I tried more than two dozen times to call the service center but most calls were blocked by continuing "busy signals." On four occasions, my calls were answered by an automated voice which, after taking my telephone number, transferred me to technical support and promply terminated my call. I still do not know whey my service has been interrupted or when it will be restored.
yes me too, got charged more, when asked why they dont have any offers at that time to reduce the bill . when I tell them I dont need the phone ( and its someone elses old number with annoying calls so I unhooked it from the wall altogether ! :), they dont care . I can spend more $$ to block it . ! I keep asking every month for just TV and internet with no phone needed. in the day of cell phones why chearge people for useless things in this economy they have no regard for anyone ...big company should "provide" for customer ! Not make burden
After signing up for another two years with this company they started changing their programming to HD which means the two extra TVs that they initially set up can not get the programming without us paying another $7.96 per box for the extra TVs. When we notified then they told us that they would continue to move programming to HD and eventually their standard customers will be forced into paying more for boxes or will have a monthly charge for which they will get no programming. When we complained they stated they could do this, so then we asked to be released from the contract since we weren't getting the programming promised and they then answered we would have to pay over $100 since we were cancelling early. We will have to continue our contract until Novemeber 2012 or pay more. If this isn't fleecing the American people I don't know what is! If they want to change programming they should honor the contract and then tell people they are doing this before we continue a new contract with them. At least then we would have a choice!
Time Warner Cable location in Hawthorne, CA is one of the worst nightmares I have had to deal with. Never again.
On November 28 net spend process a payment for my NY account made in Inglewood/Hawthorne California. This transaction is in the amount of $201.35, upon clearing on November 30th, the charge was taken from my account using a netspend vendor. However, the payment was never posted to my new York city account. Since then I have been trying to decipher what procedures are in place to locate this payment and reapplied to the correct city and location.
Please I am beat, please email me with this information as my account activity from the November is overdue! Please have someone call me regarding this account. The funds need to be transferred to my new York number [protected]. fax number is [protected]
Tom...I totally understand your situation. Time Warner shut off my phone and cable this afternoon. I called from my cell to see what was up. The customer service rep(if you want to call her that) informed me I had a past due amount of $72.37. I asked her to check my records because I just paid $160.00 on Jan 18th. She checked and said that she saw where I paid the 160 on the 18th. Unfortunatly she told me they could not turn my service back on until they recieved the 72.37. I reminded her that I called in that payment would be made on Feb 1st and that my bill was only 2 weeks past due.
I have made every effort to keep in touch with time warner and about my bill. I then asked to speak to her supervisor...long story short the supervisor hung up on me. I wasn't rude to her, just trying to get this resolved. I then called my husband and we decided to call time warner back and end our service permanatly through them. The man on the other end didn't ask me why I was disatisfied and when I volunteered my story he said..."Well, I see that they have scheduled to cut the lines to your house on Feb 4th." I asked why on earth they would do that for a past due amount of 72 dollars and a customer who has a history of paying on time month after month. He said he didn't know and offered no apology. Time Warner has the absolute WORST costomer service I've ever encountered! The people are rude and I wouldn't recommend them to my worst enemy. We also had issues with our cable picture being scrambled on and off. That was never resolved. After having 5 different techs out to the house I gave up. On tech came in and was trying to figure out the problem while the gentleman who was with him fell asleep on my couch. I couldn't believe it!
This person is full of crap, he obviously did not pay his bill and no company shuts off service after only 3 weeks, probably more like 3 months. 50 percent of dish customers have had service shut off from a cable company due to not paying their bills.
continuous unresolved problems
New service installed with numerous problems and follow ups in April. The cable is still laying across the front lawn, they promised it would be buried "soon". Several calls later, and several "no show" appointments later, it is almost August and no action. Every time I call (and navigate their very unfriendly call system) I get told it was on the schedule and "someone" removed it. It then gets rescheduled, and no show, and then another call says it was removed from the schedule, etc, etc.
I was warned not to use this company and now I know why. If there is an accident from someone tripping over the cable or the lawn people cutting it, Charter is going to have to answer for their negligence. I tell EVERYONE I meet not to use Charter. You should hear my story about how a phone rep once refused to let me talk to a supervisor because "they won't help you either". Sad, pathetic company, and my problem is still not solved.
I am still reeling from the argument I had with the complacent Charter so-called "technician" yesterday. My company utilizes their web page software, Sitebuilder, which has a serious glitch in it. "Joe" told me the web page looked fine to him and there was nothing that could be done. I demanded to speak to his manager and his response was "he won't help you either". Wow. He should have just said, "Nobody here gives a @#$%" because that would have been more honest.
I left a large communications company two years ago to work at a small office and THANK GOD I did. Corporate America has forgotten how to take care of its customers.
autopay slimeball behavior
Beware using autopay with Charter. I cancelled service on July 14th, and would, in theory be owed a small refund for prorated service that I had already paid for via autopay...by the way I was SOOOOooooosOOOOoooooooo happy to cancel with them...terrible customer service and they charged WAY too much for my high speed internet .
Anyway...though they already owed me a refund and I no longer had service with them, what do you know...I got an $89.99 charge on my credit card dated July 29th for August service! I called their customer service and they said, yes we see you cancelled on the 14th, and yes I see you are owed a prorated refund...BUT it was the "system" that took the autopay for services that I no longer had...and it would take the "SYSTEM" 6 to 8 weeks to refund the MISTAKE!
So they get MY money, though I am not a customer and I GET TO PAY INTEREST on my Credit Card.
My credit card company (Mastercard) couldn't help and said that they was no way to have prevented the charge without completely cancelling my card and having a new card with a new number re-issued to me. Can you believe that!?
The only solution to SAFE auto pay, I find out is to use your checking account with routing number etc. They can treat a potential future SLIMY charge as a bank stop payment...but then many banks will charge you for a stop payment charge then.
You are Damned if you do and Damned if you don't!
I really HATE Charter more than ever! and I am not a customer any longer. Boy they are good!
Your credit card company cannot STOP them from charging your card without cancelling the card number, but you CAN dispute the charge as a "cancelled recurring transaction." Although it's probably too late now, Visa and MasterCard impose a 120 day limit from the time of the charge for such disputes, remember this in the future and be sure to use that terminology when you talk to your dispute department. I see these cases all day, and I know that both Visa and MasterCard have strict rules against a merchant continuing to charge for recurring charges once you've cancelled. You don't even have to have anything from them proving it. Your credit card company should have filed a chargeback against Charter and issued a provisional credit to your account until they collected the funds from them.
Bad service
I called Charter to cancel a service and was talked into a promotional rate for their expanded cable. I agreed but said I would probably cancel after the promotinal rate because of the increase of cost after the 6 months. I was told that I could do that anytime and the rate would expire on the June billing. Well, it did and when I called to cancel I was told there was a $19.95 downgrade charge. What? I asked to speak to supervisor and was put on hold and disconnected. I thought it was just a mistake but after seeing the other complaints I kind of wonder.
When I called back I was connected right away with someone and they were really helpful and did put me through to a supervisor. He agreed to waive the charge after I explained I was talked into the expanded service and was planning on canceling after the promotional period. This is the first time I've heard of a downgrade fee but just wanted to let everyone know that Charter has thought of yet another way to charge more money. I wish I had more options where I live but it's somewhat limited.
The complaint has been investigated and resolved to the customer’s satisfaction.
My charter internet service had 2 major problems. 1. it slowed down on a regular basis. The noon hour and dinner prime time weekdays there was a major slowdown. 2. It quit for long periods of time. On August 30 at about 1pm the internet was dead. I did the restarting of my modem dozens of times and the service problem continued to be well into August 31 about noon. I called them and they stated that they were aware of the problem "at 6 am". At least they found out within 12 hours! They reported that the repair could take until "11 pm est" which is 2 am here. 36 hours- no service.
I cancelled my service. I told them I would bring their equipment back to the store in a town about 20 miles away, because I had an appointment in that town on Thur. Sept. 10. On Sept. 9th there is a knock on the door and the Charter installer was there to disconnect and collect equipment. I gave the tech. the modem and power supply and helped him find the house service box. He left without giving me a receipt. Big Mistake.
Monday Sept. 14 1:15 pm. computer generated phone call from Big C. They are charging me for the modem that they lost. I called customer service, talked to supervisors, etc. The 6th person I talked to- 50 minutes since they called me and I got on it, admitted that they have no power to adjust my bill.
I called my attorney. I was told that unless I find out who was dispatched and get a record of the call, this wont easily be fixed. I called another Charter # and actually got an installer scheduling guy who confirmed the appointment. He also confirmed that there was no record of the the installer getting the modem. He was actually helpfull, and gave me the numbers for the dispatch and service call. I got phase 1 of this problem fixed, but it took one hour and fourty five minutes on the phone with them. Remember who lost my modem? hint; not me!
Dont use Charter. I have a fair amount of contact with the public, and this is a company that I hear the most unsolicited complaints about. They have a horrible record of customer service, and the ability to actually deliver the services that they are charging for.
I tried to be a good customer. I ignored the complaints of a dozen people I have heard from that they have provided poor service to. I kept using them anyway, because my service was marginally good for several months. When the internet does not work for 6-36 hours several times per month, it gets tedious. I use the internet for work, and it became very clear to me that I was not getting anywhere near what I was paying for. And they are really not cost effective on the face of it. When you factor in how much service and bandwidth you won't get, they are an expensive joke. The best possible thing that could happen to the consumers in my area is that these guys go out of business and a competent reliable company would get the franchise. Washington and Oregon are very poorly served by Charter.
bait and switch
I ordered charter's cable internet service in Michigan. Price was quoted as $19.99/mo + $3.00/mo for modem rental (good deal). When the tech showed up, the modem he installed had wireless router built in. I told the tech that I didn't need wireless because I already had a Pre-N router. Discussed speed, range etc. Signed for modem, etc. Lo and behold, when I got my bill, I was being charged extra for the wireless home networking service that I didn't ask for and wasn't using. Charter customer "service" says that there was a change order requested and signed for. Their proposed fix was for me to drive 40 miles to nearest charter office to swap modem for one without wireless. I finally convinced them to have tech bring it out. of course, after waiting around all morning, tech never showed. Tech somehow "forgot" to mention that there was an additional charge. I feel dumb that I dint think to ask... talk about bait and switch. These people are totally sleazy.
Traverse City, you are totally correct. I signed up for the "'Charter Bundle" for AN ABSOLUTE LOWEST PRICE" OF 107.99 per month (she promised me) ...then...2 weeks later I find out that if I was not a faithful customer of over 18 years, I would be eligible for a rate of 69.97 for the next 12 months for the same services. Charter is a scam...tell all your friends and neighbors, family members, work associates, etc !
I cannot freaking believe this
We moved to the Pacific NW about 30 days ago from Oklahoma. Having used Cox Communications I thought we should go with a cable internet connection here in Oregon. We subscribed to Charter Communications. Every night between 8PM and 9PM our internet connection dies. At first I thought it was our wireless router. Figured it got bumped in the move and was just acting stupid. Solution was to leave one laptop plugged directly into the modem and see what happens. I figured taking the router completely out of the equation would solve the problem. Result was every night between 8 and 9 I still have to call Charter to have them reset the connection on their end. Simply unplugging the power and removing the coax connection doesn't do it. They have to reload on their end every night. Best part is each night I ask for a ticket or reference number so I develop a history. Every night I am told the account is being noted and the next person will know about it. God I wish that was the case, cause it hasn't happened yet. So... to recap. Been a Charter Communcations customer for less than 30 days and have had to call them over 17 times. What an utter joke. I'm not wild about Verizon, used them when living in Arlington, VA, but at least I didn't have to call them every day. And...on top of that...when I did call them at least they were polite, which is much more than I can say for the Charter people. Yeah... to top the whole experience off. The folks at the Indian call center for Charter treat you as if you are a developmentally disabled 4 year old. GOOD TIMES.
The complaint has been investigated and resolved to the customer’s satisfaction.
sexual harrasment
Time Warner cable can be harrassing. I used to work with someone at a home furnishing company that love to use his job as some sort of meeting place for women. His name is John C Hernandez and he works for the Dallas branch of Time Warner cable and he is a big time player. Beware ladies he is a dirty player so be careful and stay away from him! He doesn't have a clue he's beeing watched. My wife quit working for Time Warner cable because she complained that he was making passes at her. And last I did an investigation on him and found out that he's done this at some other pervious jobs that has had. BE CAREFUL LADIES FROM THE TIME WARNER DALLAS BRANCH!
I'VE BEEN TRYING TO GET TWC HIGHSPEED INTERNET FOR MORE THAN SEVEN MONTHS.
LAST YEAR TWC TOOK OVER THE CABLE SYSETM HERE IN NICHOLS, SC. I LIVE AT 7371 CRUTCHLOW CT. NICHOLS, SC 29581.
I WENT ONLINE IN JAN. OR FEB. OF THIS YEAR TO APPLY FOR THE SERVICE. I WAS INFORMED THAT THE SERVICE WAS NOT AVALIBLE. I APPLIED AGAIN A COUPLE MONTHS LATER, AND WAS TOLD THE SAME THING.
I WAS TALKING TO MY NEXT DOOR NEIGHNOR AND HE TOLD ME THAT HE HAD THE SERVICE. HE SAID IT WAS INSTALLED ABOUT TWO MONTHS AGO.
I APPLIED ON A FRIDAY NITE JULY 25 AND WAS GIVEN A AUG. 14 INSTALL DATE. ON THE NEXT MONDAY I RECIEVED AN E-MAIL TELLING ME THAT THE SERVICE WAS NOT AVAILABLE. I SENT A FEW E-MAILS, MADE A FEW PHONE CALLS, TO TRY TO FIND OUT WHY. SINCE MY NEIGHNORS SERVICE IS SUPPLIED FROM THE SAME CONNECTION BOX THAT MY HOUSE WAS. ( I don't have cable at this time ).THE CABLE IS THERE TO MY HOUSE. EACH TIME I CALLED OR E-MAILED I GOT THE SAME REPLY, EITHER I WASN'T DIRECT NEXT DOOR, MAYBE ACCROSS, DOWN THE ROAD, ECT. EVEN AFTER I EXPLAINED I LIVE RIGHT NEXT DOOR AND HOOKED UP AT THE POST.
WHY IS THIS HAPPENING?
ART FORD
Lack of customer support
A representative will be with you shortly.
You are currently number 1 in the queue.
You have been connected to TTD Crisanto .
TTD Crisanto : Thank you for contacting Charter High Speed Internet Chat support. My name is Crisanto. How may I assist you today?
Fred Underwood: What is going on with the internet in Duluth? It keeps going up and down...
Fred Underwood: Or is it just my connection?
TTD Crisanto : I'm sorry to hear that you are having issues with your internet service. I can certainly help you check if there is an outage in your area. After that, I will take a few more moments to look at the services that you have to ensure that these services are meeting your needs. May I please have your full name, phone number, the service address and the account number (if any) for me to pull up your account?
Fred Underwood: Fred Underwood
Fred Underwood: xxx xxxxxx xxxx
Fred Underwood: Duluth, Mn
Fred Underwood: 218-xxx-xxxx
TTD Crisanto : Thank you. One moment please while I pull up your account.
I will need two to three minutes while I locate this information for you.
Fred Underwood: OK
TTD Crisanto : I'm sorry but I can't pull up your account using the phone number that you gave. May I please have the correct phone number listed on the account?
Fred Underwood: 218-xxx-xxxx Cell
Fred Underwood: 218-xxx-xxxx other cell
TTD Crisanto : Am I chatting with the account holder?
Fred Underwood: Yes...
TTD Crisanto : Let me check. One moment please.
TTD Crisanto : I can't see any outage in your area.
Fred Underwood: Well can you see anything wrong with my modem?
TTD Crisanto : Have you tried to power cycle your modem?
Fred Underwood: Repeatedly, it will go to an ip of 192.168.100.1. Then after cycling the power several times it will start working again. After a short while it goes out again...
TTD Crisanto : Okay. Are you using a router?
TTD Crisanto : Please let me know if you are still connected to the chat session at this time.
Fred Underwood: I removed the router to see if that is the problem and the symptoms are the same...
TTD Crisanto : Okay. I suggest you not to use a router anymore.
Fred Underwood: anymore when? While we test something or forever?
TTD Crisanto : Have you already tried to conduct a speedtest at speedtest.charter.com?
TTD Crisanto : Yes. Router is not necessary to connect to the internet. It will just cause slowspeed in your connection.
Fred Underwood: yes it works fine while it is working? I would like some clarification on your last suggestion
TTD Crisanto : May I please have the result of your speedtest?
Fred Underwood: Well as a network engineer for 20 plus years a firewall and router are needed and I would like to talk to a higher level of tech support.
TTD Crisanto : You only need a router if you want to connect multiple computer on the internet.
TTD Crisanto : To connect a sigle computer to the internet, you just need a modem.
Fred Underwood: Since most consumer level router are also firewalls I reference my previous statement
Fred Underwood: 495.20Kb/s out
Fred Underwood: 4.83Mb/s in
TTD Crisanto : What is that?
Fred Underwood: You asked for the results from speedtest.charter.net
TTD Crisanto : Is 4.83Mb/s for the download speed and 495.20Kb/s for the upload speed?
Fred Underwood: Yes! Don’t you know what the speedtest looks like?
TTD Crisanto : Okay. Based on the result. I can say that you are not having slow speed.
Fred Underwood: I know that I am not having speed issues, the modem just drop its connection...
TTD Crisanto : Maybe you just have loose connection. Please try to check on the cables of the modem. Be sure that they are fastened securely.
Fred Underwood: Been there done that I also replaced the patch cords...
TTD Crisanto : May I please have the MAC ID of your cable modem so I can check your modem signals?
TTD Crisanto : MAC ID is composed of 12 alphanumeric character, usually sticked and located at the back or at the bottom of the cable modem.
Fred Underwood: HFC MAC Address 00:19:5e:cf:56:c4
CPE USB MAC Address 00:17:ee:8c:f3:61
TTD Crisanto : Thank you. I'll be checking on your modem signals in here. Please give me a few minutes.
Fred Underwood: OK
Fred Underwood: [protected]:04:47 3-Critical R002.0 No Ranging Response received - T3 time-out
[protected]:04:27 3-Critical R007.0 Unicast Ranging Received Abort Response - Re- initializing MAC
[protected]:04:09 3-Critical R002.0 No Ranging Response received - T3 time-out
Fred Underwood: This is the error in the log when the ip drops...
TTD Crisanto : Fred, I have performed a check-up on your modem using our diagnostic software. It appears that your modem is transmitting weak signals. You can have your modem swapped at your local Charter office on your area.
TTD Crisanto : There is a problem with your Modem's Tx Power that cause it to drpdown your connection.
TTD Crisanto : *dropdown.
Fred Underwood: OK I will do that tomorrow, however this is the third modem in three months... The first being mine no two rentals I am beginning to suspect something else...
TTD Crisanto : Okay. Is there anything else I can help you with today?
Fred Underwood: Yes find out why three modems in three months have supposedly failed the same way...
TTD Crisanto : I'm sorry but I can't answer that.
TTD Crisanto : You can contact our second level of support thorugh this number [protected] for further assistance.
Fred Underwood: can you at least log the fact that this is a reoccurring problem? Or would it be better for me to have a tech come to my residence each time it fails?
TTD Crisanto : This is not a reoccurring problem.
Fred Underwood: OK how do you figure that?
TTD Crisanto : I'm sorry but I don't have time to argue with you. If you need further assistance, you may contact our second level of support through this number [protected].
Fred Underwood: I guess that I just imagined it failing before and being told the same thing replace the modem...
Fred Underwood: One more thing could I please have the name of your supervisor...
TTD Crisanto : I'm sorry but that is confidential. I can't give you that information.
TTD Crisanto : If you have additional concerns or need additional assistance, please do not hesitate to initiate a new chat session.
Fred Underwood: Your supervisors name is confidential?
TTD Crisanto : Thank you for choosing Charter Communications. Answers to frequently asked questions and self-help options can be found by looking in the "Customer Help" menu at www.charter.com. If you have further questions, please chat with us again. Our chat support is available from 7:00 AM through 1:30 AM central time, 365 days a year. Have yourself a great day!
I have been paying for 10 Meg speed and do not even have 3 meg speed. My contact was Jonna or something like that. All I asked was if he could check and see how fast my computer was. Finally after about 45 minutes of questions that had nothing to do with speed I asked to be sent to the Billing Dept. and it was at this time I got three messages that said they were having network problems and then I was cut off. The guy I talked with would ask me a question and then read, read, read, I guess because it took him a long time to answer my question, I should say attempt to answer my question. then ask me another question that made no sense, like what my IP was. It's that long number that starts with 168.00 etc.You know Charter has my IP number, why was he asking me? To kill time, to make me give up? Well, he is the one who gave up. What will we do for tech support if we piss India off?
hey i have the same problem and it started around the same time you posted this around late june it started small and got completely out of hand around mid july disconnecting around the same times everyday and now im only connected about 8 hours a day and less on weekends and is still happening even now its disconnecting and reconnecting as i type but i was wondering if they fixed it for you or not can you please email me at:
lilmanul77@yahoo.com
i tried calling there sustomer support line but it says its disconnected or not in my local area or something.
customer service problems
Time Warner Cable of Texas clearly has little respect for it's customers beyond setting up their products. Service for them is completely unacceptable. They do not answer their phones in a timely manner and when they do, you can expect to have a several weeks long delay in getting a service person to your home to address a problem - if they show up at all. (In my case, they phoned, said the problem "should be fixed" and we now have to wait an ADDITIONAL three weeks for a repairman with the THIRD call to report the problem. They're the only player in the system - how I wish there was a competitor here!
Good luck if you choose TWC in Wichita Falls, Texas.
On November 28 net spend process a payment for my NY account made in Inglewood/Hawthorne California. This transaction is in the amount of $201.35, upon clearing on November 30th, the charge was taken from my account was in fact debit charges that took place. using a netspend vendor see confirmation . However, the payment was never posted to my new York city account. Since then I have been trying to decipher what procedures are in place to locate this payment and reapplied to the correct city and location.
Please I am beat, please email me with this information as my account activity from the November is overdue! Please have someone call me regarding this account. The funds need to be transferred to my new York number [protected]. fax number is [protected]
digital telephone
We were solicited by Warner Cable to transfer our telephone service from SBC. We have a Brinks Alarm System which communicates through the telephone. The Brinks Alarm signs are conspicuously posted in the front yard and in the windows. We were assured by Warner Cable installers that will connect the alarm system to work with Warner Cable digital telephone.
Yesterday, we found out that the connection is not working properly. I telephoned their consumer service dept [protected]) and spoke with Ike (code # -06), and he stated that Warner Cable is not responsible for the alarm system hook up. Additionally, he refused to provide me with the name of and address of any one that I could send my complaint to.
Before I upgraded to FIOS from RoadRunner, getting 50% more bandwith and 100% less problems all for about 45% less money, I canceled the phone portion of my account.
I recommend you shop around for a VoIP (voice over IP) phone provider that has the features- and price you want.
Some top rated providers, some of which I have personally tested include:
viatalk
voicepulse
future-nine
callcentric
TWC is offering the same phone "feature" set as available from the Bells in the late 1970s. That's yet another way they gouge you.
If you are a little adventurous research the feasibility of setting up an asterisk server in your home to save serious cash on your phone costs. A user friendlier option is PBX in a flash. Once you swallow the cost of a server, as little as $300, you can get flat rate incoming calls for as little as $3 per month and outgoing calls billed as little as $0.011/min.
You MUST deal with TimeWarner in writing. Do NOT rely on phone calls or email.
You MUST deal with TimeWarner in writing.
You MUST deal with TimeWarner in WRITING.
If TimeWarner were a person it would best be described as a pathological liar: They will say one thing and do whatever is most convenient for them.
Follow EACH phone conversation with a snail-mail summary of your conversation to the place you send your bills. Include your name, address, and account number.
I have made a hobby out of rescuing people from TimeWarner. They screwed me out of $1000 so I plan to cost them orders of magnitude more in customer loss.
Send ALL letters to "the office of the president" for your territory.
If you continue to be defrauded by TWC file a FORMAL complaint with the "Public Utilities Commission"
...
remember you CAN also sue them in small claims court. In most jurisdictions the filing fee is about $60. WHEN you win your case you will recoup this investment.
I recovered most of my money from TWC and you can too. I have since upgraded to FIOS. I hope it is available in your area. :)
this is unacceptable
We are customers of Charter Communications in Apple Valley, MN. Charter is the only cable company available to Apple Valley residents. After installing additional cable outlets in November of 2007, we have had literally enough black cable to go around our house two times lying laying in our front and back. We were told that our region (Minnesota?) falls under "winter rules" and they would be back "in the spring" to bury the cable. Don't know why they thought they couldn't bury it in November. Our ground was not frozen or covered with snow.
On May 2, 2008 we made an appt for a technician to come out to our house and bury the cable.
On June 13, 2008 the technician called, came and attached a box on the side of our house and left without burying the cable.
On June 26, 2008 my husband tried using the help "chat" forum. We were told that there was someone scheduled for the 13th of June to bury the cable. "Yes, but they did not bury the cable." After another 30 minutes online with "Shiloni" she asked if we would like to be rescheduled. We were rescheduled for an appt on June 28, 2008. The technician was supposed to have called first, but we never received a call. We stayed home the entire Saturday and did not receive a call on the now "must do" order.
On July 3, 2008 we reached a rep in Florida who again told us our region fell under the "winter rules guidelines." Hello? It's 80 and sunny here. She assured us that she again had placed a "must do" order and that a technician would call us within 24 hours (not including the July 4th holiday). She gave us a confirmation number and a tech number. We again, received no call. We gave our home number and our cell number so that there would be no way we could miss the call.
The cable in has been lying in our yard for over 7 months. It is a dangerous hazard. Our 8-year-old daughter had tripped over it and it's a hazard for mowing.
This is unacceptable. Don't use Charter. Don't call their customer service. Many of their reps are overseas and unfortunately, the have no control over what's going on locally. They just work for an unresponsive monopoly. Go directly to your local Charter Communications office and stay until they fix the problem. You have to go to the office because it is impossible to find a local number for the building 4 miles down the road. That is our next step, along with complaints to our city, the BBB and whoever we can tell.
We scheduled another appointment
The complaint has been investigated and resolved to the customer’s satisfaction.
Working with Charter is ridiculous. I was going to change my phone and internet but after talking to them on the phone a few times I won't do it. I am just lucky my TV works.
So I am keeping that FOR NOW. I have written letters but no one responds.
Places with terrible customer service usually don't.
Here is one situation (I am in MN too). My HBo on demand stopped working. I called and was transferred and put on hold etc and the first call took an hour and someone assured me it would be back on "soon". This went on with me calling every day for ten days before it worked. None of the other people knew how to fix it.
I was thinking of ordering Direct TV so I called and they talked me into staying by reducing my bill but the last bill was wrong. I called asking about internet and said i would try it and install the box myself. Waited a week no box. Called and was told it would be here the nect day. Called a few more times. Got 3 messages that they sent a technician there to install it and I wasnt even home and I never asked them to install it but they sent a guy 3 days in a row.
After I called twice to tell them I want one in the mail to install myself they sent a guy a third time. Never did get their internet. Dont want that nightmare.
DOnt think any of their reps are in the US either and they read off cards
difficulty getting digital cable
SUMMARY OF PROBLEM From 6/14 to this writing (7/3) I have no digital cable. I have spent the last 3 Saturdays waiting for Time Warner technicians, with 1 or 2 more Saturdays to go. Two of the technicians have diagnosed the problem: the signal from the building’s cable room is too weak to run the digital cable box. The service to the building has to be...
Read full review of Spectrum.comfixing their broken equipment
We have been a customer of Charter for at least 10 years, and have had a few bad experiences with billing issues and equipment problems, but this time they lied and more important wasted 2 days of my time. We have high speed (not really) internet with charter and their modem (which they charge us a monthly rate for) stopped working. We called Charter and they said they could come out Friday 1-5pm. Now that would be 2 days already our computer would not be working. We were home from noon on, and when 4:30 came and no one had called from Charter I called, and was told that Charter had called us twice and since we did not answer the appt. was canceled.The person got quite a earful from me because that was a LIE. NO ONE HAD CALLED FROM CHARTER. Charter re-scheduled for Sat. 1-5pm. My husband and myself did not leave this house from 10:30am and once again, charter said they called twice, then canceled the appt. I went ballistic. We had postponed so many things just to have out time wasted. We are not young anymore and consider our time very precious. I would like to know if others have experienced anything like this with Charter.
Not surprising to me at all, though you gotta wonder what kind of screw up could occur when Charter says they called twice, two times. Must be the technician filing false reports about his field activity. I hope your issues got worked out. I hate Charter. If this was last night, or any of the previous 12 consecutive days, I would not be able to post this response. Out internet service mysteriously goes down almost every evening from roughly 7 pm to 1 am. Charter's response? Reboot the cable modem. uh, c'mon, no way anybody should have to reboot equipment nightly. Oh, and by the way - IT DOESN"T FIX ANYTHING ANYWAY. My advice to those who can - run, don't walk, run away from Charter as soon as possible. Find an alternative. They don't care, and don't have any money to fix anything anyway. Check their stock and financials. 20 billion in debt, less than 1/2 a billion in reserve and dwindling fast. They must be paying themselves handsomely while they can. They certainly aren't spending anything on performance and support.
Terrible customer service
On June 16th Charter was doing upgrades. They were using contracted men from outside of alabama--they were very helpful. I cannot say the same about charter customer service. Once the upgrade was done--I lost cable and internet at 1100am. I work at home--no pay the remainder of the day or the next. I told the contractor I had no service when he came down from the pole. He attempted to reach someone who was to do the rest of the work and said it should be back within 1 hour. you know the rest---was not on. called and called, went through the automated screaming at a computer to give me an agent. I then talked to various people and supervisors in many countries other than the US. Received personal and automated calls telling me the outage in my area was cleared----nottt. This went on till the following day and was told it would be Wednesday 1-3 before they could send someone out since everything was booked--they can break it but not fix it. I guess no one could come that was already in area--that would make too much sense. I had not been checking messages and found that the contractor had called me to follow up on my service--I paged him and when he called me back got someone out there to fix my problem--another contractor. There was a bad part in the box on pole that was causing several homes to be out of service--hard to make service work when they try to recycle old parts. I never canceled the appointment I am assuming was really set up--i did not feel I owed then any courtesy --but I never saw or heard from anyone either on appointment day.
I need the internet, I have gotten spoiled with tv programming, but when you start paying monthly for services that cost more than some people make in a week--it may be time to rethink and make a change.
I know exactly what you mean. Thank god there's a new company entering the market with stellar customer service. we need a change in this highly monopolized industry. They done whatever they wanted for the past three decades or so. I believe the alternative is finally here, live not streaming, HDTV programming delivered over your existing Internet Connection. I don't know about you but I'm sure glad there's a new player in the game to make these guys accountable. In fact, I believe this company will do to the big boys of pay TV what Netflix did blockbuster. Lol we all know that one turned out!
dropping channels
We just heard that our cable company is dropping our local news channel from its lineup as of July 1, 2008 because of a disagreement with LIN TV over paying for the service. For the price of a penny per day, we are losing our connection with local news and weather. We are not going to see a reduction in the price we pay for service; and we will lose two channels! This is not right and certainly not fair! Someone needs to oversee what the cable networks can do to us. How is it right that they can drop channels and still continue to charge the same price for their services. Unless we are willing to go to DISH TV or a satellite service we have no real choice in who we receive our TV service from.
customer service and service
1. Company Deceptive Practices and Misconduct – I sign up for Charter on Demand and am told that I can access it and save movies and shows using the digital system. I pay for the service for 3 ½ years, while trying to get the repair department to fix the service and finally in February of 2008 it gets fixed. No reimbursement for the years I paid for and didn’t have the service?
2. Inaccuracy and Unrequested Service Billing-I spent the first six months being charged for services I didn’t order with a 30 minute call every month and credit collection threats going on each time-The payments were getting “lost”and conveniently found when I call and complain. When I finally after 3 ½ years of calling repair I get the repair, Charter bills me $35.00 (billed Feb 20-08) after assuring me that there is no charge. Another 30 minute call to clear that up.
3. Improper scheduling of Repair Department-The last two times I was scheduled with a time and day the “repairman shows up one day early at the morning time” and then cancels the “appointment from 3-5 the next day” without even contacting me, the customer of the change or cancellation of appointments or discussing if the repair had even been made.
4. Improper work orders from service department to Repair Department-On April 18, 2008, I scheduled an end of service and a transfer of digital boxes (which took 3 years to fix to work properly) to my son’s residence in Turlock which was scheduled for Friday, April 28th, (my birthday-not easy to forget). This is what happened: I spent 35 minutes with the customer service after they disconnected me once, then another 16 minutes with the repair scheduling department and the order write up read –Add 2 boxes-Order # T16599594. It did not say transfer old boxes to new account or customer left boxes to be hooked up and added to account, nothing of what I spent 35 minutes setting up. This is what happens:
1. Repair service shows up on the morning of April 27th again while I was at work instead of the appointment time of April 28th between 3-5pm.
2. Request was for transfer of boxes to new residence but Repair not only installed 2 new boxes but left the old boxes sitting right below the TV’s.
3. Repair “ACCIDENTLY” disconnected my son’s, the original service, not just the box but his service and had to come back again and reconnect his service, you know the original paying client’s service.
4. When I called to complain again a 30 minute call, I was told this is the “Way it is done” and if I am not satisfied, she will put the complaint on my account and my son’s account so that they will be more careful. To follow up with her comment I requested to corporate telephone number to call.
5. In regards to the digital box, I can only find one, but Repair supposedly did not pickup any, and I am told that I have to bring them back to the Charter office, or they will bill me for a pick up-again: I am paying for Turlock Charter’s mistakes.
6. After waiting for a written request for equipment return, I call Turlock Charter’s phone number and am told that it doesn’t say what equipment, they don’t know and yes, I must bring it back, even though they can’t tell me what to bring back. So even though I have one digital box, one box has disappeared and no one knows where or even seems to care.
7. Customer Request of Documentation of Complaints Not Complied With-At this point, I contact the corporate office and a lady named Aila tells me there are no complaints filed with my account and the last entry was made on April 18, 2008.
8. Not in Compliance with FCC regulations-I know you will agree that these issues can cost your license with FCC or at least an investigation.
This is a follow up letter with proof of the Turlock office’s incompetency. Enclosed please find a receipt for returned digital units and a letter dated weeks after requesting the return of items ALREADY RETURNED.
Customer service is at an all time low for this office. I sincerely hope you are as concerned as I am that the telephone customer service be re-evaluated and improved and that the equipment department check and record incoming equipment prior to sending notices to customers who have returned said equipment. That the customer service reps in the office spend more time working that fighting over who gets what chair and dragging them back and forth in front of customers that are waiting for assistance.
Nothing but misery this Charter bunch! So what does one do to remedy the situation and help put them on the road to non-existance? Is the FCC doing anything about them?
Charter is not only incompetent on the west coast, they are the same on the east coast too. We have had problems with our signal quality and it's been getting worse over the ast couple of months. They sent someone out a month ago who laid a new cable because the wrong one had been installed for digital and phone service. It's been 4 weeks and we still have the cable in our yard. We called a week ago because the TV signal and phone service were going out again. We made an apointment for Tuesday afternoon. My wife is there all afternoon and nobody shows up. She called and they stated that the appointment was for Wednesday morning now. She canceled that appointment because she had things to do. She rescheduled for this past Tuesday and someone showed up on Monday instead. All I can say is they are a bunch of buffoons. I look forward to the day when the TV service monopoly ends. A little competition would clean up their act real quick.
unending &emergency alert message&
For several weeks, the bottom 1/4 of the TV screen on most channels (but not ABC nor CBS) has been cluttered up with an "Emergency Alert Message - Required Weekly Test". This is ridiculous, that this has been going on for so long with NO EXPLANATION as to why it is NOT just a weekly test but an ongoing 24/7 thing.
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I too am having a terrible time dealing with Time Warner Cable customer service. I agreed to a two-year price lock guarantee in September of 2009 at about $120.00 (for basic cable, tv and unlimited nationwide calling) and when I called three days ago to lower my rates because they raised my rate to $149.45, they told me that I had been automatically renewed in to another 2-yr price lock guarantee in September 2011. I never agreed to an automatic renewal. My questions are: "Why wasn't I asked or told that I was being put in to another price-lock guarantee without my knowledge?" and "If I was put in to another two-year price-lock guarantee, why has my rate gone up?". I called first on Monday, Oct 1, 2012 and held for at least 20 minutes for customer service. I talked to someone in customer service and explained they situation and they transferred me to "Retention". I held for at least another 20 minutes, till someone picked up and I explained the situation to him. He said that they would be able to waive an "early termination fee" of $150.00 since I didn't agree to the automatic renewal in to another 2-yr price lock guarantee and they would drop my rate to resemble a little more the deal they are giving new customers ($89.99 for all basic cable, TV and unlimited nationwide phone service). However, he said that I would have to be transferred back to customer service for them to waive the "early termination fee". So, I held for another 20 minutes to be put through to customer service and after about 20 minutes, I was disconnected. I have a 5 and 3 yr old and by this time, my 3 yr old needed me, so I thought I would try again the day after.
On Oct 2nd, 2012, I called Time Warner Customer service again and held for at least 20 minutes. I finally got through to Customer service and explained the whole situation to her, and what happened the day before. She said I would be put through to Retention. I held for another 10 minutes and was put through to someone named "Cassandra" in Retention, but suddenly she couldn't hear me and I kept saying "hello", "hello" and she couldn't hear me, so she disconnected. So, I called right back and held for 20 minutes and was put through to "Customer Service", because "Retention" does not have a direct line, I explained the whole situation again including what happened just in my previous call of the day and I was put through to Retention again. I held for 20 minutes, but while I was holding on, I received an incoming call from a local "ship on site" business that I had visited the day prior to follow up on something I was shipping. This person from the business could hear me fine and I flashed back to the Time Warner Customer service call and kept holding for another two minutes and was connected with "Retention", however when I said "hello", in response to them again, they couldn't hear me again, and the representative said "I can't hear you... I can't hear you... we seem to be having technical difficulties... I will have to disconnect you in 5 seconds... Disconnecting in 5, 4, 3, 2, 1" and then I was hung up on again!
I took a day break and decided to call back today, Oct 4th, 2012 to get an email ID to write to them because I was tired of having to repeat myself every time. I called Customer Service and held for 20 minutes and asked for retention right away, after of course having to authenticate myself yet again, she put me through to "Retention" where I explained the whole situation again including everything in the previous phone calls. This time this different person in "Retention" let me know that they wouldn't be able to waive my "early termination fee" even though I had been put in another automatic 2-yr price-lock guarantee without my knowledge and they could just offer me a $7.00/ month discount. I said that this was not satisfactory to me and asked to cancel my account - he went ahead and cancelled it and told me that I would have to return my modem to the service center within 4 days. (I thought my modem was paid off after over 5 years of service!). I asked to be transferred to customer service after that because I still wanted to know why I had been charged over $30.00 over the last year, even though I was in an automatic price-lock guarantee. I held for another 20 minutes and got a more helpful person in Customer service this time. She said that to look at my bills, she would have to remove the "cancel" on my service, which I agreed to and I decided to explain the whole situation to her and she said that she could waive my early termination fee and then she looked at my bill and she also sounded surprised when she looked at my bill and she said " Yes, you are being charged more than from your first price-lock guarantee" and at this point there was a hum and a click and our call got disconnected! So, I still don't have an address or email to write to Time Warner cable and my service with them is still active and I don't have any answers! What do I do?
I totally agree. In December of 2008, I called Time Warner Cable regarding our bill. They notified me of a 2 year price lock guarantee, which would reduce my bill. I agreed to the 2 years over the phone. We recently purchased a new home in which is out of their service area called TWC to cancel. They notified us the the 2 year price lock autorenewed in December. Nobody ever told me this was going to autorenew. They said they send a form out in September of 2010, which I never received saying that if I don't contact them, that I will have agreed to 2 more years. I never agreed to an autorenewal. I asked to listen to the phone call where I agreed to it, they only keep them for a year is what I was told. The third party verification is kept longer, but I need a subpoena to listen to that. So now, we are being forced to pay $135 to get out of a contract that we never agreed to for a service that is no longer available to us. This is unacceptable to me.
To twcbites I'm getting ready to go and see if I can get out of my price lock. I thought I called in within the 60 day period but I must have gotten my dates mixed up. I was hoping that they would let me get out due to the fact that they never sent any paperwork in the mail re the new contract for the price lock. I was passed between 5 different people. The last person I spoke with suggested that I could possibly downgrade my service and get out of the price lock. I am going to try that route, rather than be penalized $100. If that works and gets me out of the price lock then I am going to cancel TWC on the day after. I will use my coupon to get a converter and watch what I can on TV and the rest I will just catch on the internet. May eventually build my own dvr. I think we should all fire TWC, they deserve it with their exorbitant prices.
We hate TWC too. My daughter, a college student, got stuck with the 2 year contract for more services than they can afford and now it will cost $150 to get out of it. If anyone knows how to get out of the contract without penalty help...
Time warner suck here in Erie, PA also.
It takes at-least twenty minutes to get ahold of someone on the phone.
To much money
People on the phone can not, will not help you resolve problems they just "send out a tec" even though it could be a setting on the box that can be changed in less than a minute.
I get partial bills for up grades and things of that nature but do I get a refund when my cable goes out for two days straight? Nope
The equipment they rent is crap real slow loading wait forever for menu to pop up. There fix "send a test signal" every time.
I need to call and see if I can get out of this "price lock" but I think Im 'locked in" also. I would so much rather pay more per month for direct tv. My parents have had it for years they love it and great Customer service from what they tell me.
I was contacted by their sales department. Since I already had a one-year contract bundle package, I didn't think they could do better. I told the sales rep that I already received all movie channels and had a DVR for $149 a month. He said he could give me the same package but up my internet speed and eliminate the DVR cost as well as the extra home terminal cost, bringing my bill down to $134.99. Once my bill came in, it was for $187. When I called to find out why, they said it was because I had movie channels. They aren't included in the price lock. What a SCAM! Why in the hell would I change my service to NOT include all the movie channels? SURE...give me a free box and start charging me for ALL the movie channels. NOT! Now they are refusing to fix THEIR error. Time to switch to ATT Uverse.