Spectrum.com

This complaint is to express my discontent and frustrations with Time Warner as a company. I strongly feel something needs to be done about their customer care and how they handle themselves.

My roommate had Internet service through Time Warner at her previous apartment with few to no issues. However, transferring the service to our new apartment has proved to be a nightmare. We have the router, modem, service switched over, but we are not actually getting any Internet connectivity.

We transferred the service July 31st, 2015. Since then we have been ignored and pushed and thrown around by a company that does not seem to care about their 'smaller' customer accounts.

Aug. 2nd, we called Time Warner to explain our problem. After being on hold initially for about 20 min, we did all the trouble shoot solutions and nothing worked. We were on the phone again the next day, on hold, in conversation with different customer service representatives we have had to explain our situation to more times than can be counted. They next instructed us to try a new modem as ours might be out of date. My roommate took time off work, waited in line at their Columbus location for an hour to receive our new modem. Set it up, and no Internet. We spent another chunk of time on the phone, on hold, and explaining our issue before an appointment was made for a technician to come out to our apartment a number of days later.

Once Time Warner finally got a tech out to our place about a week after the initial calls and 'problem solving' tricks through the phone, he discovered, or decided, the problem was old wiring. He was not someone who could fix it.

It is currently Sept. 25th and we still do not have Internet. Time Warner knows the problem, they know how to fix it, they have the ability to fix it. Both my roommate and I have spent countless hours on the phone with rep after rep, received unfulfilled promises from service managers, and spent time at their physical location. No one at Time Warner seems to have any idea what is going on or have any power to help us.

For the past 7 weeks we have had near 15 "appointments" made for the dispatch personal to come solve our wiring issue and the day after each "appointment" we have had to call, wait on hold, and eventually talk to someone to inquire into why we still do not have Internet. Each time, without fail, we have had the response that our "appointment" was canceled for no explainable reason and "rescheduled" for the next or a few days later. There have been no notes made in their system (from what we have been told) as to why or who has canceled our appointment, and we were not notified any time of any appointment cancellation. This has gone on in an unbreakable pattern for the past 7 weeks.

Both my roommate and myself have spent countless hours on phone calls with customer service reps, who are seemingly powerless in any situation that requires action, and were promised by various managers that our problem would be taken care of. There seemed to be no way to contact the actual dispatch team who was supposed to come out to fix our wiring.

Canceling our account has even proved to be cause difficulty. We have talked to customer retention multiple times and they also made empty promises of action that continues to not take place.

A business rep happened to come into the company I work for on Sept. 17th and I talked to him in person about my account issues. He called and spoke with his contact in our area and promised 99% that they would be to our apartment this past Saturday morning (Sept. 19th) to solve the wiring issue.

When that did not happen, I went to Time Warner customer service location Monday Sept. 21st, again stood in line for an hour, spoke to a customer service rep and explained what we have gone through once again. He made an appointment for who he said would be the correct installer to take care of our problem, to come out on Thursday, Sept. 24th. He did come; however, he was not able to fix our problem, and went through many of the initial steps the first tech had done that did not work the first time. The installer told us he was not informed of our situation or what he was supposed to be taking care of specifically.

He put us on the phone with customer service once again. They again explained that they could see the number of appointments that have been made for the dispatch team to come to our location and then canceled and that there was no recorded information as to why they were canceled each time. Initially the customer service rep stated she would do what she could to get them out to us that day. But that was beyond her ability as she then changed to tell me we would be hearing from upper management in the next 24-48 hours and then someone out to fix the wiring in the next 48 to 72 hours.

I do not believe anything that is said by Time Warner anymore.

However, about an hour later we did received a call from a higher up at the dispatch location and she stated this was the first time she had seen our account needing a dispatch team to resolve an issue.

What has Time Warner done with our calls, complaints, and numberless appointments for the past 7 weeks if this is the first time the dispatch team is seeing us on their appointment list.

At this point I have been lied to by Time Warner, ignored by Time Warner, hung up on by Time Warner, and I feel disrespected as a customer.

On a personal level, I am a part time student and my roommate does work from home. Time Warner and their inability and unwillingness to take care of our customer needs in a respectable manner of time have negatively affected my school work and grades as well as negatively affected my roommate's ability to perform her job tasks in a timely manner. Yes, in-home Internet is a convenience, but we are being denied this convenience by a company whose business is to provide it.