Time Warner Cable

Review: My cable box stopped working beginning on Friday, August 8 so I called TWC to see what I could do to fix it. I spoke to a customer service representative (who clearly had no idea what they were doing) so they put me on hold. After sitting on hold for approximately 8 minutes, they said they would send a repair man over between 4/5 to see what they could do to resolve the issue. I had to leave work early on Saturday to wait for the cable service technician, and then 5 o'clock rolled around and no cable guy. I left to go back to work at 5:15. At 5:30 I got a called the tech was on his way. As I was unable to be home at that time, I was informed that the soonest they could get someone to fix it was Tuesday. The tech proceeded to chastise me for not being home when they were ready to do repairs.Desired Settlement: I want TWC to fix the issue! If they don't fix it by Wednesday I will look to have my bill reduced for the month. They are charging for a service I subscribed to and aren't receiving.

Business

Response:

Time Warner Cable has scheduled an additional service call for 8/12/2014. Unfortunately, the call ahead by our technician and dispatchers went unanswered. The technichian also didn't receive an answer upon arrival at the residence. The customer was left a door tag signaling that they'd missed their appointment. We ask that if Ms. [redacted] is experiencing issues at this point she contacts our Customer Service team for assistance.

Regards,

Time Warner Cable

Review: Time Warner makes it extremely difficult to decrease services. While an individual can easily add services online, there is no way to decrease services online. The only option is talk to a representative on the phone or physically show up at one of the stores. My husband and I spent 2 hours on the phone this afternoon telling the rep we only wanted standard tv, phone, basic internet, and box/dvr rental. Originally the rep quoted me a price of $89.00 (before taxes and fees), but then he put me on hold for 35 minutes. When he came back, my husband spoke with him. At that point, the rep said the price would be a total of $120.00 with taxes and fees and we would have all the same channels and internet speed that we currently have. My husband explained we want to decrease service - there's no need to have that many channels nor is there a need to have turbo speed internet. My husband was put on hold. When the rep returned, he told my husband he was having a hard time making any changes because we had purchased and installed our own modem today. I stopped at the Time Warner store earlier in the day to pick up a splitter for the new modem and I asked the rep about decreasing services. He just said there wasn't anything cheaper I could do - a lie. On previous occasions, I called Time Warner asking if there was a way to decrease my bill by decreasing services. They always give me the runaround and just tell me I have the best bundle price.Desired Settlement: I want my bill decreased. I want to easily go online and choose my services with prices listed.

Business

Response:

February 19, 2015

Review: I switched my phone service and the number was ported. I have my same phone number which is [redacted]. My new provider reported that they received confirmation from TWC on January 26, 2015 that the number was ported. I phoned to do what I could to determine what my bill would be for February. I had in my possession a retail price notification. On this form it stated that standard internet was $57.99 per month plus the modem fee and other taxes and fees. The person I spoke to stated there was a promotion and my bill for internet services would be $32.68 plus the modem fee of 5.99 and additional fees and taxes. She said the reduced charge would be immediate. It did not happen. My bill for Feb was $74.99 plus $5.99 for the modem and $7.95 in taxes and other fees for a total of $88.93. I phoned back and asked what happened. I was told that the paperwork associated with the porting of the phone number had not been done. This is the reason my bill was so high. I phoned repeatedly trying to ascertain if the paperwork had been done. As of today March 3, it has not been done. My bill for March is $74.99 plus $5.99 for the modem and $8.04 in other fees for a total of $89.02. If I go on the internet and check my bill the numbers are different. For example, for the bill due in March the total is $70.80. When I try to download or view a breakdown of this bill I get an error telling me that the "pdf" is not available.

I have been advised that I have to notify you in writing and have proof in order to do something about this situation. You are charging me pretty much the same amount for internet services as you did for phone and internet. I have phoned multiple times getting very nice individuals who try to reduce my bill but tell me they can't because someone has not the done paperwork on the porting of my phone number. I have been told that my bill will reduce to around 32.00 or 36.00; each time it's a different dollar amount but it is nowhere near $74.99 for standard internet service.

In my neighborhood, TWC is my only option. TWC has a monopoly in this area (53168--Paddock Lake, WI), unless you choose a satellite dish (Frontier or Hugh's Net) which offers very slow speeds.

I can't get TWC to do paperwork and honor their price reduction for both Feb. and March.Desired Settlement: I AM REQUESTING THAT THE PAPERWORK GET DONE AND MY BILL IS ADJUSTED BACK TO FEBRUARY 1ST OR BEFORE CHARGING ME THE LOWER

RATE OF AROUND $32-36.00 PER MONTH PLUS APPROPRIATE FEES.

Business

Response:

We completed the investigation into Ms. [redacted] complaint. The telephone #[redacted] was successfully ported on 01/22/2015. This change resulted in an increase in the monthly rate. We added a promotion onto the account, making the monthly bill $19.99 before taxes. That pricing is valid for the next 12 months. Ms. [redacted] accepted this as a resolution. Time Warner Cable considers this matter closed.

Regards,

Time Warner Cable

Review: Did not provide service that was contracted for.They are trying to hold me responsible for someone elses bill that was not occured at the residence. I offered to pay the portion of the bill that was occured during my roomates stay here and was never provided the opportunity to pay nor was it good enough to resolve the situation even though she has moved out.They are trying to make me pay both bills to get service at my house even though only one bill occured here. I am being denied service because of someone elses bill. I have prepaid for services they provided service for 10 days and cancelled my service even though my name is clear for service.Told me I could have service if I moved from the house but my current house is being blocked for service because of someone else.My former roomate has tried to contact them to resolve the issue and they have not returned any phone calls to her to resolve this issue. They are refusing to cooperate in the matter at all. They sent me a past due notice for a bill that was not due until 3 weeks later and are trying to bill for equipment that I was never even given the opportunity to return. They would rather lose a customer and several other potential customers than resolve an issue that has really nothing to do with me.I have reached out several times to them but they are holding me responsible for chasing her down to get their money and losing me as a customer. Its not right for me to have to chase my former roomate down for their money and to have my service affected because of it.Desired Settlement: Full refund due to breach of contract. rodger from risk management to be repremanded for misconduct and poor customer service. A formal appology for inconvenience and poor service.

Business

Response:

Time Warner Cable reviewed Mr. [redacted] account and verified that due to the roommate policy the account has been placed with Risk Management. As Mr. [redacted] stated an agent has been assigned to his case and can be reached at 1-866-967-7408. Time Warner Cable apologizes to Mr. [redacted] for the inconvenience this situation may have caused.

Consumer

Response:

Review: Time Warner allowed someone other than myself to make changes on cable service. Now I have a $222 bill that I never agreed to. I've called several times to get this fixed and that has yet to happen.Desired Settlement: I would like them to cancel the service and I do not want to be responsible for what I did not agree to.

Business

Response:

Time Warner Cable reviewed Ms. [redacted] complaint and verified that she set up new service for her sister. The account was put in Ms. [redacted] name. The service was set up at her sisters’ address. Her sister called to upgrade the service and was able to verify the account with the cable equipment serial number. Ms. [redacted] did not have a pin placed on the account that would have prevented any changes without verifying that number. Ms. [redacted] was advised that they could process an account assumption in a local office to change the name on the account into her sister’s name. If she wishes to downgrade the account she is welcome to contact us at 1-800-892-2253. The charges on the account will remain. Time Warner Cable apologies to Ms. [redacted] for any inconvenience this situation may have caused.

Consumer

Response:

Review: Very bad service. Tech was out line from pole to house bad temp put line on ground to house on 4 26 16. Said in one week they would be back to istall new line. Contacted twice now since then. Told me they won't be here until 5 31 16 Very unexceptible. I have kids in my yard. Do not need line on ground for them to trip on. I need them to repair nowDesired Settlement: Finish the job this week

Business

Response:

After reviewing Mr. [redacted] complaint we engaged the local technical operations team to have the issue with the line in his yard addressed. On 5/11/16 we received confirmation this was completed. We spoke with Mr. [redacted] on 5/12/16 and confirmed the issue has been resolved to his satisfaction.

To keep this simple, the customer service is abhorrent (I couldn't summarize these issues for you in a Herman Melville-length novel); despite the offers you get when you first join, the fees increase each and every month (from somewhere in the $80-$90 range when I first started at my current apartment two years ago to $173 on my last bill, up from $161 the month before); and the equipment rarely works (it took three cable boxes to get one that did work). I can't tell you which provider is a better option because sadly, I have been a Time Warner customer since I got out of college 7 years ago. All I can tell you is I am leaving as soon as possible and never looking back.

Tried to change billing from High Speed Cable to Lite Cable. Called October 29th and made the change, but they continued to bill me the same price. Called Dec. 2nd..., they noted ther error made the change again, and were supposed to credit me, and again was autobilled the same price in December. Called in December 26th to make a 3rd change, the said it was changed and said I would be credited $9. I said, I have been overbilled for 2 months?... They promised everything would be fine on every other call, but continued to not make changes to autobilling, so I still very skeptical and am sure they are messing up a lot of customers billing.

The phone lines that you call that lead to various departments are a complete joke and this company needs to take a long hard look at how they run their business and especially when dealing with public. I used to be an employee and tried to convert my account to Signature Home and I have never been so frustrated with being given the run around at trying to change the services on my account. No one listens to you and all they want to do is transfer you another area in which they're just as useless, clueless, straight up is and have no sense to wanting to help the customer regardless if they use to be a former employee. I have tried on several occasions to change my account from retail prices to a bundle of Signature Home and keep my Intelligent Home services. When I finally get someone who thinks that they can help me, they then tell me that they can't because they're not in the position to change the codes on the account due to Intelligent Home. I'm then switch to this department for them to tell me that they cannot do anything with Signature Home and then they try to transfer me again to the supposedly right area for it to be closed. I have tried telling the same [redacted] story to approximately 15 or more people who all say that they can help me and to later find out that they can't. Then they'll transfer me and then the rep is on the line and I can't hear them. They hear me, and because I can't hear them, they hang up. I'm frustrated to beyond words and all I want to do cancel services and file complaints with the FCC and Revdex.com. No one listens to the customer and it's just awful how I've been treated. I believe this a direct form retaliation from me filing a EEOC claim again TWC for inappropriate treatment with a supervisor who used the attendance policy to terminate my employment. I also believe that my account is flagged with codes for it not be considered to be able to have reasonable pricing for services, hence the run around I receive at trying to bundle my services. I also believe that due to the lack of efficient training of customer service reps, supervisor (especially [redacted] who hung up on me to rid me helping with my issue), and the programming of the phone systems which routes to areas having nothing to do with what you initially called about. I would like my services either discounted or disconnected and I will not utilize their business ever again if this is how they want to treat their customers and not care to resolve the issues. Time Warner Cable needs to be ashamed of themselves at how they treated me and I can't imagine the cruelty at how they treated other customers alike. I will also be filing a complaint with the FCC and noted a complaint with social media.

Review: Getting calls from time warner cable, caller ID ###-###-####. Asking personal question about my viewing habits and internet usage. Trying to pressure my into purchasing a programming package. They are very demanding and rude. I specifically requested when I signed up for their service in May of 2013 that I didn't want to be contacted for sales or advertising purposes. I have asked time warner several times over the past year to stop these types of solicitations. They just ignore me and keep calling. They have called 8 times since 5/21/2014. One of the recent days I asked them to stop calling was 5/27/14. I called again on 5/28/14 just to verify I was off the list. A month later they're still bothering me. Latest sales call was today 6/28/2014Desired Settlement: I want these sales calls from time warner to stop. I also want a letter from them stating that they have removed me from their sales list and will no longer contact me for sales or advertising purposes.

Business

Response:

July 1, 2014

Review: Called TWC on 7/16/14 at 10:53 am Central time to remove movie channel promotion that expired. Talked with [redacted] who offered me a $5.00 per month package of Showtime and The Movie Channel. Well Showtime works but The Movie Channel does not. Called and talked to representative at TWC and she stated there was no such package and the Showtime & The Movie Channel package would be $25/month not $5.00/month. Told the representative the exact date, time and person who offered the package and asked her to review the recording (they state they record all the calls) but she could do nothing. She did offer to transfer me to a supervisor.

Had similar issue 4 months ago with a bait and switch which took 7 calls to TWC talking to 7 different people who could do nothing, transfers to supervisors and promises to call me back. Only thing that fixed the problem was the complaint system through the Revdex.com.Desired Settlement: I would like TWC to review the recording of the offer by [redacted] to vailidate that I was offered the Showtime & The Movie Channel package at $5.00 per month. I then would like to receive the package that was offerred to me a the price promised to me.

Business

Response:

Unfortunately we were not able to pull the call. However, at this time we do not have a promotion for both Showtime and The Movie Channel for $5.00. You were receiving Showtime for $4.99 putting your monthly service at $157.20 plus tax. We added different promotions to the Showtime channel and also to the cable box and DVR service making them free. The Movie Channel was added for $12.99. After all these changes the total monthly service is actually $2.00 less at $155.20 plus tax. We apologize for any inconvenience this has caused.

Review: I recently moved from the Wisconsin area to [redacted] and cancelled my service with Time Warner Cable. I notified them of this prior to the final bill going out and was told they could not pro-rate the final bill but to pay the last bill and they would send a refund check for the remainder of unused service. I brought the equipment to the store on June 25 and was told I would be getting a refund check for $52.41. It has been nearly one month now since I cancelled the service and they have not processed and sent the check. I did get a "bill" in the mail saying they owed the $52.41 and "do not pay" though still they have not sent the owed money.Desired Settlement: Refund of the above stated $52.41.

Business

Response:

Mr. [redacted],

Review: In order to reduce my costs, I contacted Time Warner Cable about my TV and Internet. I agreed to downgrade my service from their Standard 15mb download service to 6mb. In return, my bill was to go down $10/month.

This month I got an email telling me that I went over my data usage for the month. I never agreed to any data usage cap, nor was I told about this when on the phone with their representative. I only agreed to the speed decrease - NOT any cap to my data usage.

When I called to ask about this, I was told it was $8 more to go back to unlimited, and almost $40!!!! to go back to my old plan of 15mb unlimited. I find this a completely unacceptable answer and NOT a solution to my issue.

I was misled, and I want this resolved ASAP.Desired Settlement: I want either an unlimited plan at my current cost, or a 15mb unlimited plan for $10 more than my current cost.

Business

Response:

The account has been upgraded to the unlimited 15MB internet service for $10.00 more than the current plan as requested. If there are any further questions please contact customer care at 1-800-TWCABLE. We apologize for any inconvenience.

Consumer

Response:

I accept the solution proposed

Review: I contacted time warner cable to upgrade my service by adding a cable service for I already had broadband with them. This took place on the 3/9/15. I had a change of mind on 3/12/15 . They were to mail the equipment and modem. I called them and cancelled. I also called ups and asked to return equipment to sender. Case id# [redacted]. Yesterday I received s bill charging me for services not rendered. I called time warner cable they refused to remove the chargeDesired Settlement: I do not mind paying for I have received. In this instance I neither received the service or equipment .

Business

Response:

Hello Ms. [redacted]

[redacted] Revdex.com has been addressed.

Have a great day!

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Review: I called TWC customer service at 5pm on Thursday 3 Sept. My cable service was not working. They said there was an outage that would be fixed by 10pm. On Friday 4 Sept 0645am when I called again it still wasn't fixed. Their customer service said the it would be escalated to their bridge and I would get an update by 10am. Low and behold I received no call. It is now 7pm Monday 7 Sept and I am still without a cable service due to the same TV error on the screen. When I called today just now I was so frustrated I asked for a supervisor as I have been without cable for for 6 days now. I was told I would get a call in 1 hour. More lies as nobody called. On complaining on their Facebook page I was told their operator had noted a call could not be guaranteed in 1 hr even though they told me so. More lies. Their social media facebook people Julie and especially [redacted] were unhelpful condescending and could not offer any solutions as to why I have missed 6 days tv on labor day weekend. [redacted] was particularly rude in suggested he could cancel a technician at anytime if he felt like. This company who I am paying these past 6 days have lied made excuses and as we stand I still have not had any service. [redacted] on their social media said I needed to contact billing for adjustments in payment yet on Friday 4 Sept the operator said my bill would be adjusted. They are reluctant to give up managers names directors to hide their ground level poor service and treatment of customers. This company is an absolute joke.Desired Settlement: I want my bill reduced an apology and compensation for loss of service for 6 days and their false promises.

Business

Response:

September 14, 2015 Complaint DepartmentRevdex.com of Wisconsin10019 W. Greenfield AveMilwaukee, WI 53214 RE: [redacted] Complaint # [redacted] Time Warner Cable (“TWC”) has investigated the subject complaint, and we describe below the current status of this matter. On September 3, 2015 Mr. [redacted] contacted TWC’s customer service indicating an issue with his cable service. The rep proceeded to take normal troubleshooting steps to resolve, however this was unsuccessful due to an area outage. Mr. [redacted] at that time was told that the estimated time of repair was 9p-10p and he was ok with that. On Sept. 4, 2015 Mr. [redacted] contacted TWC again due to his service still being out and requested that a tech be scheduled to come out on Tuesday 9/8/15 after 5pm. Because there was previously an outage a service appointment was not set up at that time. Mr. [redacted] next call in to TWC took place 3 days later on Sept. 7, 2015 and at that time a service appointment was scheduled for Tuesday 9/8/15 6p-7p. After speaking to Mr. [redacted] and apologizing about his experience he was made aware that he was already issued a credit of $33.03 for the services being out. Mr. [redacted]’s monthly rate post tax is $88.25 and 6 days of service amounts to $17.65. Mr. [redacted] felt that that amount was not sufficient enough. He was then offered a credit of $20 more making his total credit $53.03 and a reduced bill which would take his monthly bill down to $72.57 until May 2016. Mr. [redacted] is aware that his original promotional rate will expire at that time and the extra discount that was provided today will expire on 9/4/16. Mr. [redacted] accepted this offer as satisfactory. We regret any inconvenience this may have caused Mr. [redacted]. Thank you for the opportunity to respond to this inquiry. Sincerely,[redacted]Customer Escalation SpecialistTime Warner Cable Kansas City

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.

Regards,

Review: I am writing in regards to a 50.00 deposit on my bill that nobody told me about. I was with twc for 5 months in 2015 and never was ordered to pay a deposit. I also never once paid late and only disconnected my servuce because in my apt the service was terrible. Now u just bought a house and I am beong told I have no credit? Huh? How did I get a mortgage with no credit. Plus I have a good on time history with time warner. Nobody told me about deposit until I just received my first bill in todays mail.Desired Settlement: I want 50.00 deposit removed.

Business

Response:

February 9, 2016

RE: [redacted]

Complaint # [redacted]

Time Warner Cable (“TWC”) has investigated the subject complaint, and we describe below the current status of this matter.

After review of Ms. [redacted] TWC account the following has been determined. When establishing service with TWC a customer has the option to provide their driver’s license (“DL”) number or social security (“SS”) number. If a driver’s license number is provided the customer will have a $50 deposit or the deposit can be waived if they sign up for recurring payments at the time of installation. If a social security (“SS) number is provided a soft credit check is performed and it will determine if a deposit is needed. The rep that signed Ms. [redacted] up for service automatically requested her DL number instead of giving her an option to provide her SS number. This in turn required her to pay a $50 deposit.

Upon my speaking to Ms. [redacted] she opted to provide her SS number so that a soft credit check could be performed. After running the credit check it was determined that Ms. [redacted] is no longer required to pay the $50 deposit, she qualifies to have it waived.

We regret any inconvenience this may have caused Ms. [redacted]. Thank you for the opportunity to respond to this inquiry.

Sincerely,

Customer Escalation Specialist

Time Warner Cable Kansas City

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Review: I am filing a complaint for my mother, [redacted], at the given address. She is 80 years old, and lives alone. We have tried to be patient with Time Warner Cable. I don't even know the number of times we have had to call about service issues, or exactly how many repair visits we have had. Tonight on the phone, the 2nd representative I spoke with (the first could barely speak English) acknowledged that there have been way too many problems, and service calls on the account. The problem is she has phone service with TWC. We finally went and got her a cell phone and had to teach her how to use it, as her home phone service keeps not working. TWC has listed how many times we have had to call, and how many times they have had to come to her house, and still the phone works only on occasion. In the last couple of weeks, [redacted] has written down every time she picks up the phone and it doesn't work. That is only when she picks it up and it doesn't work. She isn't aware many times until someone finally calls one of her children to say they can't get through. This is totally un-acceptable for a hard wired phone for an older person living alone. Sometimes things break, and for the first year we were tolerating these service outages. But as time has gone on, they are more frequent, longer, and no matter how many service people come to the house, it just keeps happening. As of today, she has never gotten any credit on her account, even though there have been 2 and 3 day gaps before they could get a service tech there to get her phone working again. And for her, not knowing if her phone will work if she has an emergency, and can't get ahold of anyone scares her terribly. No elderly person should have to live with that fear. And our family is not fond of the number of scares we have had when we can't reach her on the home phone, or her cell. And now we have found that Dr's office has called and left messages with TWC voice mail, but we have never been notified that there were messages, or have any idea how to get them. Again, this would be frustrating for any person, but for an older person who lives alone, it's just too much.Desired Settlement: Either get the phone service working at all times, or get her hooked up with another phone carrier and a credit for the down times, and for the costs of switching to someone who she can count on having their phone service working. Again, an 80 year old person shouldn't have to constantly worry that if something happens, she won't be able to get any help.

Business

Response:

Time Warner Cable reviewed Ms. [redacted] account and escalated it to our Technical Operations Department. It was determined that it is necessary to rewire the address. Arrangements have been made with The [redacted] to run new wires contingent upon them removing specified portions of their basement ceiling. The scheduled date for the project is to be determined by the subscriber. The area supervisor and his lead are working with the customer to make sure all issues are resolved. Time Warner Cable apologizes to Ms. [redacted] for any inconvenience this situation may have caused.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. The company has become very active in checking with Mother as to whether she continues to have phone service with the temporary set-up. The thing we still don't understand is why did it take 2 years for anyone to even suggest, or test to see if there was a possible problem with wiring? The technician that we are working with went through the house, and determined that not only were there possible wiring problems, but also that the way the cable network run in the house was questionable - that was all done by their own tech's over time. I am in the process of opening access for the tech's to repair what they think will take care of the problem. I just hope that after tearing out the finished ceiling in places, the work that gets done will take care of 2 years of frustration and terrible service. We will see in the next week or so.

Regards,

Review: When I enrolled back in time warner cable last june they would send visa gift card in 30 days so I don't have to go online fill it because they did NOT GIVE ME A PROMO CODE and I called Saturday told me wait till Wednesday and then I called back told me to fill out online most customers worker did NOT READ more deep what [redacted] of customer service putted down on my account and told me again go online fill out 4 or 5 times. I find it un acceptableDesired Settlement: I would like 300 dollars gift visa due to their error again and for them to be honest with customers if they don't ill call twc's president let them know they are screwing customers..

Business

Response:

Monday July 29, 2013

Review: My problem with Time Warner Cable [TWC] is based on 4 particular issues. Issue 1 - Pricing for new vs current customers. Issue 2 - Quality of Product. Issue 3 - Terrible Customer Service. Issue 4 - No channel for resolution with TWC.

Issue 1 - Why is it that a new customer can get exceptional price breaks meanwhile an existing, tenured customer who has always paid their bill has to pay a significantly higher rate? Is my business not appreciated? Why should I have to call and spend hours (yes, hours) on the phone negotiating a price that's affordable (yet still significantly higher than new customers receive)? It's textbook discrimination.

Issue 2 - Every six months I have to go through some sort of fix or reboot, usually resulting in me having to spend my hard earned vacation time from work so a technician can come fix my problem. From things such as "the wires are stretched out from the warm summer, which lengthens the cable, and drops the signal" to "well you're running multiple things in your house"... I've heard it all. TWC is the most unreliable thing in my house. If my cable box sits idle for more than a few hours, the channel becomes unavailable each and every time. Why? I suspect TWC is throttling data usage to save themselves a dime. Unfortunately, this means that I cannot wake up to my cable in the morning, or leave it on all day for my dog to have sometime to listen to. (Did I mention I actually pay for this yet?) Another thing, they have recently taken away the DVR's ability to jump back a few seconds when going from FF to PLAY, which is extremely useful when skipping commercials - the point of having a DVR. Why would they go through all this trouble? I suspect that it's because of money, once again. How about them constantly having issues keeping channels in the channel lineup. Do they compensate their customers? No way. I'm not even going to get started on my internet, which may as well be dial-up.

Issue 3 - Customer service is hit or miss, but either way it's like I'm talking to a training manual. Half the time the person has no idea what they are talking about. In a recent online chatting session, I received the absolute worst customer service I've ever seen. [transcript below] I was incredibly upset to the point of saving the conversation. I scoured TWC's website for a month in attempts to find a customer service email that actually is reviewed... it doesn't exist. How about a legal complaint area? it doesn't exist. I even spoke to someone on the phone, expressed my concerns with the service, and asked for a contact for a written complaint... they refused to provide me with any information because they could not see that someone accessed my account on the day that I had the online session. This takes me to issue 4....

Issue 4 - There is no good way to get a hold of a person at TWC that uses their mind to solve a customer's problem. It's a labyrinth of call centers and websites which are designed to make it difficult for the customer. Even when asked directly, they refuse to provide this contact.

[Transcript from online session - I was looking for guidance to watch cable on my iPad. Take note of the context and the response times]

User [redacted]_ has entered room

Analyst [redacted] has entered room

[redacted](Thu Aug 1 00:48:13 CDT 2013)>

Thank you for contacting Time Warner Cable. At the end of our chat you will be given the option of taking a brief survey. My name is [redacted].Please give me a moment while I access your account.

[redacted](Thu Aug 1 00:48:27 CDT 2013)>

Thank you for waiting.

[redacted](Thu Aug 1 00:48:43 CDT 2013)>

Please login to www,twctv.com

[redacted]_(Wed Jul 31 23:49:47 CDT 2013)>

will I need to install anything special on my ipad?

[redacted](Thu Aug 1 00:50:22 CDT 2013)>

Just install your ipad application.

[redacted]_(Wed Jul 31 23:50:46 CDT 2013)>

in English please

[redacted](Thu Aug 1 00:51:01 CDT 2013)>

Oh, okay.

[redacted](Thu Aug 1 00:51:23 CDT 2013)>

I do apologize.

[redacted]_(Wed Jul 31 23:51:28 CDT 2013)>

are they actually paying you to work right now?

[redacted](Thu Aug 1 00:51:42 CDT 2013)>

That is correct.

[redacted]_(Wed Jul 31 23:52:04 CDT 2013)>

okay, try to keep up

[redacted](Thu Aug 1 00:52:11 CDT 2013)>

Thank you very much.

[redacted](Thu Aug 1 00:52:19 CDT 2013)>

For your precious advise.

[redacted]_(Wed Jul 31 23:52:28 CDT 2013)>

if I want to watch live TV on my ipad, do I need to install a special application or can I just use the browser?

[redacted](Thu Aug 1 00:52:28 CDT 2013)>

It is highly appreciated.

[redacted]_(Wed Jul 31 23:53:13 CDT 2013)>

This is being recorded and will be emailed back to TWC, in case that has any effect on the service you're providing me

[redacted](Thu Aug 1 00:53:23 CDT 2013)>

You can use any browser.

[redacted](Thu Aug 1 00:53:37 CDT 2013)>

You just need to download TWCTV application from itunes website.

[redacted]_(Wed Jul 31 23:53:57 CDT 2013)>

can I use a browser or do I need the application

[redacted](Thu Aug 1 00:54:21 CDT 2013)>

You will need to download TWCTV application.

[redacted]_(Wed Jul 31 23:54:37 CDT 2013)>

So why did you tell me I could use any browser?

[redacted](Thu Aug 1 00:55:40 CDT 2013)>

I said browser because, using your browser, you need to first install TWC TV app.

[redacted](Thu Aug 1 00:55:47 CDT 2013)>

Once you install the App, you can access TWC TV.

[redacted]_(Wed Jul 31 23:56:05 CDT 2013)>

okay

[redacted]_(Wed Jul 31 23:56:12 CDT 2013)>

moving on to a topic perhaps you can help me with

[redacted]_(Wed Jul 31 23:56:23 CDT 2013)>

I'm on twctv.com right now with my desktop

[redacted]_(Wed Jul 31 23:56:30 CDT 2013)>

no channels will load

[redacted](Thu Aug 1 00:56:38 CDT 2013)>

Please access the following link to download the app, http://www.timewarnercable.com/en/residential-home/apps/twc-apps/overview.html⇄ />
[redacted]_(Wed Jul 31 23:57:27 CDT 2013)>

Here is the error it gives me "An error occurred during video playback. This video is temporarily unavailable. Please try another video or try again later."

[redacted]_(Wed Jul 31 23:57:43 CDT 2013)>

It doesn't matter which channel I'm on, I always receive that message

[redacted](Thu Aug 1 00:58:40 CDT 2013)>

Thank you for waiting.

[redacted](Thu Aug 1 00:59:45 CDT 2013)>

We are extremely sorry for the inconvenience of not being able to access the application at this time. I request you try after couple of hours and the channels will load automatically.

[redacted]_(Thu Aug 1 00:00:20 CDT 2013)>

Is there a known issue with this service right now or are you just hoping it will work in a few hours?

[redacted](Thu Aug 1 01:00:50 CDT 2013)>

It is a know issue, however it will work in a couple of hours.

[redacted](Thu Aug 1 01:01:06 CDT 2013)>

Your patience in this matter will be highly appreciated.

[redacted]_(Thu Aug 1 00:01:32 CDT 2013)>

Interesting...

[redacted]_(Thu Aug 1 00:01:46 CDT 2013)>

I just tried it in a different browser and it's now working.

[redacted](Thu Aug 1 01:01:55 CDT 2013)>

That's great.

[redacted](Thu Aug 1 01:01:57 CDT 2013)>

Awesome.

[redacted](Thu Aug 1 01:02:04 CDT 2013)>

I am glad to hear that for you.

[redacted]_(Thu Aug 1 00:02:27 CDT 2013)>

So did you even check on the issue, or just give me an answer and hope. You can answer honestly, it's okay.

[redacted](Thu Aug 1 01:02:57 CDT 2013)>

We had received an update with regards to this issue.

[redacted]_(Thu Aug 1 00:03:24 CDT 2013)>

Ahh, must have just gone through within the 25 seconds we were talking.

[redacted]_(Thu Aug 1 00:04:44 CDT 2013)>

Are you willing to provide me with an employee ID of some sort?

[redacted]_(Thu Aug 1 00:04:56 CDT 2013)>

I'm guessing you're not willing to provide this, but it's worth asking.

[redacted](Thu Aug 1 01:05:26 CDT 2013)>

It is 82721.

[redacted]_(Thu Aug 1 00:05:45 CDT 2013)>

Thank you for providing lackluster customer service.

[redacted]_(Thu Aug 1 00:05:49 CDT 2013)>

Good day

[redacted](Thu Aug 1 01:06:10 CDT 2013)>

You too.

[redacted](Thu Aug 1 01:06:12 CDT 2013)>

Do you have any other questions or concerns that I can assist you with?

[redacted]_(Thu Aug 1 00:06:28 CDT 2013)>

noDesired Settlement: I would like to seek a letter of apology and explination.

Business

Response:

Monday, September 23, 2013

Revdex.com of Wisconsin

Dispute Resolution Center

10101 West Greenfield Avenue #125

West Allis, WI 53214

Attention: [redacted], [redacted]

RE: File # [redacted]

Dear Mr. [redacted],

This letter is in response to your letter received 9/5/2013, regarding the concerns of:

[redacted]

[redacted]

[redacted]

We at Time Warner Cable sincerely apologize for the problems that Mr. [redacted] has experienced with his Time Warner Cable service.

Our attempts to contact Mr. [redacted] by telephone have been unsuccessful, but in this letter we can summarize what we have done about his complaint.

In his complaint, Mr. [redacted] discussed the difference between the offers that are available to prospective new customers and the prices that existing customers have to pay for their services. Looking at his account, he currently is in a promotion where the cable television and internet services, not including equipment and taxes, cost only $89.99 per month. This price is in line with the offers that we are making to prospective new customers.

In his complaint, Mr. [redacted] also mentions frequently needing to reboot his equipment and frequently needing to contact Time Warner Cable because of service problems. He mentioned suspecting that Time Warner Cable is purposely stinting on cable signal to his cable television equipment and his internet equipment, in order to save money. We are not cutting back on the amount of signal going to his equipment, but there may be physical problems with the cable and/or connections either at his home or outside his home that we will be happy to investigate. This process would start with a service call at his home and, if necessary, continue with an investigation of the lines in his neighborhood and the wider area.

Mr. [redacted] also mentioned that he has had unsatisfactory experiences when troubleshooting service problems on the telephone or in chat with our customer service agents. We apologize for the problems he has experienced with customer service. Troubleshooting procedures need to be followed from the

most basic level upward, in order to make sure that we are covering every possibility. We don’t want to assume that the customer has a high level of knowledge or a low level of knowledge, and sometimes the trouble shooting process may seem laborious or rote as a result. Also, there is an escalation process that our agents are trained to follow, if the problem the customer is having requires more technical expertise. Sometimes, a callback from a supervisor or from our Tier 3 technicians will be needed.

Mr. [redacted] also included the transcript of an unsatisfactory chat session he had August 1, which we forwarded to the chat representative’s supervisor for review. The supervisor emailed us back that he agreed with Mr. [redacted]’s opinion that the chat representative did not handle the chat session professionally. The chat representative has been coached on how he should have handled Mr. [redacted]’s questions about accessing TWCTV on iPad, and he has been given a review of the material he needs to know in order to answer customer questions concerning iPad applications.

The chat agent did not follow a step by step procedure to see if Mr. [redacted] was enrolled in MyServices, did not find out which web browser Mr. [redacted] was using, and did not provide the steps for gaining access to the TWCTV application. If the agent was out of his depth on these questions, he should have escalated the chat to a representative in our department dedicated to assisting customers with TWCTV application issues. We apologize for how frustrating this experience must have been for Mr. [redacted].

To compensate Mr. [redacted] for the inconvenience and frustration that led him to submit his complaint, we are crediting his account for one month’s worth of Turbo internet service. He will see an adjustment of -$44.24 on his next bill statement.

Should you or Mr. [redacted] have any additional questions or concerns, please feel free to contact me. I may be reached Monday through Friday, between the hours of 9 AM and 6 PM, at ###-###-####. Also, a voice mail message can be left after hours.

Sincerely,

Consumer Contact Specialist

Time Warner Cable - Wisconsin

Consumer

Response:

Review: I received a form notice in the mail today stating that my service package will remain the same. " These channels will remain in your existing package however they will only be viewable with digital equipment, such as a TWC supplied digital set up box, Digital adapter, or CableCARD."

I called TWC and verified I read the letter correctly. I order to keep viewing select channels I must obtain another piece of digital equipment per television to continue to view the channels. Currently my package(s) does not require that I rent additional digital equipment.

Their letter is not correct - in fact my package has changed... to continue watch certain channels I need to purchase for a month fee additional equipment. For a limited period of time use of the additional digital equipment is free, then it is $.99 per month per device. Or this will be $10 per month for the accounts I need to pay. I support my personal account, and one for and senior who is particularly fond of the affected channels. The TWC rep confirmed the package(s) are affected, and if we lose channels, it falls under the clause that TWC has the right to change channel coverage whenever they want. Again - that means my package has changed.

The rep confirmed that in fact my service will change - I will be required to rent additional equipment to use the service.Desired Settlement: I would like TWC to be honest and re-state to all their customers that their service package, in fact, will change. Unless customers are currently renting equipment from them for an additional fee, the service will continued to be reduced and/or the fees will increase. I am just asking the TWC be honest to their customers.

Business

Response:

August 31,2013

Revdex.com of Wisconsin

Dispute Resolution Center

10101 West Greenfield Avenue Ste. 125

Milwaukee, WI 53214

Attention: [redacted]

Re: File # [redacted]

Dear Mr. [redacted]:

This reply is in response to your letter received August 15, 2013, regarding the concerns of:

Thank you for providing us with the opportunity to address Ms. [redacted] Advertising concerns.

The letter Ms. [redacted] refers to was mailed out on August 9th and identifies the channels that are a part of the Basic or Standard services to

which Ms. [redacted] subscribes that are going to be delivered in a digital only format on or around September 11th, 2013.

While we understand Ms. [redacted]' frustrations, as explained in the letter, the channels will continue to be available on their current channel

numbers; they are not being repositioned, moved or deleted from the Basic or Standard service line ups. The services/ are now available

in digital format only. To view these channels, each TV needs to have a digital set-top box or Adapter, or a CableCARD-equipped

Unidirectional Digital Cable Product ("UDCP"), however, the service package is not changing.

When I contacted Ms. [redacted], I was able to provide this information to her and we also discussed the availability of the Digital tuning

adapter without a monthly charge as also detailed in the letter.

We sincerely apologize for any confusion that occurred I have attached a copy of the letter for your convenience.

Should you or Ms. [redacted] have any additional questions or concerns, please feel free to contact me. I may be reached Tuesday through

Saturday, between the hours of 6:00AM and 2:30PM at ###-###-####.

Sincerely,

Consumer Contact Specialist

Consumer

Response: