Time Warner Cable's New York City Region

Review: I have contacted Time Warner Cable customer support on multiple accounts about my internet. In stead of paying a rental fee I purchased my own modem. Time Warner cable suppose to keep it up to date on the firmware. Ever sense the new update came out and a new company bought the modem I never received the update nor will they push the update like they suppose to. I am paying a lot of money a month for internet I can only use good for like a week a month. They use the excuse that its for stability purpose but yet all of the rented equipment is on the latest and most up to date firmware. I am tired of paying full price for there product that I am having so much problems with. I have asked many times for them to update my firmware and when they do it magically downgrades back to the old firmware and back to the crappy internet. This has been going on for several months now with no end solution. I spoke with someone on the support chat and basically in a vague way he told me that they dont like pushing the updates for people who push there modems, so they can go back to renting from there equipment.Desired Settlement: I would like my modem updated to the correct firmware that it needs on and not downgraded every time. I am tired of paying full price for a product I cant even use fully a month. I just want to be able to use the service I am paying for instead of all of these headaches.

Business

Response:

On 12/*/15 [redacted] sent a contact email. To date there has been no reply.

Review: I contacted them about my wifi being out for over a week, I spent two hours on the phone with two service techs. After two hours I was told that my equipment is faulty and need to go change it out costing me time off from work and the inconveience of disrupted service. This is unacceptableDesired Settlement: I want half my balance cleared and for them to come out and exchange the equipment on my time, not theirs.

Business

Response:

On 4/**/16 [redacted] reviewed account with the customer and offered to stay in touch.

I have just moved to [redacted]. The only internet service provider for my building is Time Warner Cable (TWC). The owner of the building told me that he has a deal with TWC to provide new tenants with one month free service. He gave me the name and number of a TWC representative to call. However, I decided to call TWC's main number directly, just to check. When I did this, they offered to sign me up immediately, and to include a $300 dollar gift card. Since the gift card was worth more than one month's service, I accepted that. This offer was, apparently, a lie.
I gave my credit card number to this representative in late May, and asked him to set up the service on June * 2015. Over the weekend prior to that, I received a message saying there was a problem. When I called, a representative told me that the former tenant had not yet closed his account. I contacted my building Super, who contacted the former tenant -- who claimed that he had called TWC a week earlier and asked them to cancel his service effective May **.
TWC canceled the scheduled June * installation. However, by June * they had discovered in their records that the former tenant HAD canceled his service. My installation was rescheduled for June *. When the installer came, he told me that he could do nothing until I paid. So I called Time Warner Cable again, and gave them my credit card number again (I have checked with bank; I was not charged twice). On June *, the rep assured me that I would still get the $300 dollar gift card.
On June **, I called TWC to inform them that I had not yet received the gift card. On that day, the representative told me that TWC had no record of such an offer, and that they could not include such a gift card with my package. I told the him that I had given up one month free service in order to accept the gift card. He took it to his supervisor, but came back to tell me there was nothing he could do.
So I was lied to. I told TWC that I would file a complaint with the Revdex.com. Unfortunately, Time Warner Cable is the ONLY internet service provider for my building, so I have no choice but to keep their service.

On April 2014, I was surprised to receive my monthly cable and internet bill had gone up from at average of $145 to $181.59. I received no warning or notice from Time Warner regarding any changes in fees or billing. I spoke to an online representative through their live chat feature and I was told that I had been given a promotional rate a year earlier and that rate has now expired. While it's true that I was given a reduced rate in the previous year - it was in response to poor service I was receiving on my internet connection. I was enrolled in an online course and had missed significant online time while attending my virtual class. I protested that I had been paying their higher rates for poorer service. I was told that my cable and internet weren't "bundled" and that's why I was paying more. They switched out my cable box, convinced me to rent their modem, and received a small upgrade on my services. I was given the impression this was to compensate for my internet connection troubles. I was not told that the new reduced monthly rate they had given me had an expiration date.
The online representative was able to adjust my bill to my previous rate after explaining the above to him. However, I was told I would have to call the following month, in order to get the rate again. I called and had spoken to several customer services reps about my billing. One had eventually offered me my old rate and was told that the change would be reflected in 24-48 hours on my online account. Several days later, it still had not been adjusted. I called yet again and had to explain yet again the problem with my bill and the conversations I have had with various TWC reps. I was then offered my old rate (an average of $145 per month including taxes and fees) after agreeing to switch out my cable box for an upgraded model, which required a technician visit. I was told again that my bill would be reflected for correct amount 24-48 hours later. I confirmed again that the rate should already include taxes and fees, and likewise confirmed that it would be the same amount billed monthly for an entire year. Several days later, I log in to my account to pay my bill (which is now overdue by a month because I refused to pay until they correctly adjusted to the agreed upon rate) and not only has the bill not been adjusted to the reduced promo rate ---it had increased by as much as $48 ($193.03 to be exact). I spoke to two more people who looked into my account and promised that they have made changes and I should the correct amount in 24 hours. Two days later, I log on to find that my current bill had gone up to $203. I called again in frustration and spoke to a representative and eventually had asked to speak to a supervisor. Both of them were quite unhelpful and refused to acknowledge the rate that I was quoted saying "they don't see that in my account". What they see is that my monthly rate is $149.99 PLUS taxes and fees. They claim to not have any promo rate as I was quoted only less than two weeks ago. In addition, they failed to sufficiently explain my bill going up $203 from $193 after I called to get it corrected. The supervisor was quite dismissive in her attitude and refused to make any effort at a resolution, even though she claimed to have the same authority as the supervisor who originally approved my promo rate. I requested for the call that I had on June [redacted] to be reviewed. She claimed to have made that request on my behalf and offered to have the agent/representative I spoke to that day, give me a call - but when pressed, she gave no indication as what this agent would be calling me about - whether it was to just repeat the same scripted excuses, or to actually offer a resolution.
I am still waiting for the call. In the meantime, I have gone online and have read several customer accounts of their horrible experiences re: TWC's shady billing and pricing practices. They are eerily similar to mine. I have been their customer for about 9-10 years, and feel absolutely victimised.

Review: I have opened 2 accounts in June of this year for the Triple Play Plan plus a Premium Chanel for $89 plus taxes, adding up to a total of $100/month. I was told I would not be charged for any of the equipments. My account with phone number ###-###-#### is being billed correctly, but my account with the phone number ###-###-#### is completely incorrect. I have been in touch with a Supervisor from the Retention Department in South Carolina, since June, and the issue is still not solved. I have been paying meanwhile $100 for each account, in order to be up to date with my responsibilities. I have spend close to 80 hours on the phone with Time Warner Cable, and this matter still has not been solved. Furthermore, I was promised and it's also advertised on TV, that when transferring phone and internet service from another company to Time Warner Cable, therefore having the Triple Play Plan, one would receive a $300 Gift Card, in my case it will be $600, because I have switched from [redacted] to both my Time Warner Accounts. As of today I still have not received those Gift Cards, which were also promised to me directly by the Supervisors of Time Warner Cable.Desired Settlement: I want the bill corrected accordingly in my second account, receive the $600 Gift Cards, and compensation for the hours I have spend on the phone with Time Warner cable representatives.

Business

Response:

PER [redacted]: SPOKE WITH CUSTOMER IN RESPONSE TO HIS BILLING CONCERNS FILED WITH THE Revdex.com, HE WAS ADVISED ELIGABILITY OF GIFT CARD HAS TO BE 90 DAYS OF MAKING ON TIME PYMTS TO BOTH ACCOUNTS([redacted]) APT [redacted] WHICH HASN'T EXPIRED UNTIL THE END OF SEPTEMBER,HE IS SATISFIED AND CONSIDERS THIS MATTER RESOLVED.

Business

Response:

An adjustment of $214.34 has been applied, the remaining balance due is $29.19. New rates are correct as agreed.

Consumer

Response:

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

Sincerely,

Review: When I signed up with Time Warner Cable 16 days ago, they offered a $150 Visa gift card for switching from another company (RCN in this case). After I signed up, they told me that they would send me a code via snail mail that I would receive within two weeks. I would then go to a website and enter the code and also scan over a copy of my RCN bill to receive the $150 gift card. They told me I had 30 days from when I signed up to complete these tasks or I would not receive the gift card.

Having had bad experiences with cable companies in the past (and smelling a rat), I asked them to provide me with the code over the phone right away or at least expedite sending the code via express mail or email. They refused to do any of the above, promising me that I would receive the code within two weeks. They also told me that if I didn't receive the code in two weeks, I could go on the rewards website (twcbetterreward.com) and click "Forgot Your Redemption Code?" -- if I entered my account info, I could get the redemption code that way.

So it's now been 16 days. I haven't received the code by mail, and when I go to the site and enter my account info, it says that it doesn't recognize me -- so no code to be found. Whenever, I call Time Warner, I'm put on hold for 15-20 minutes plus and then get some customer service rep who is completely unhelpful and can offer no solution besides waiting longer. Also, the Time Warner online chat function doesn't support the two most recent version of Internet Explorer (10 & 11), so I can't contact them that way. And they don't offer the ability to contact them over email.

It's obvious this is a ploy to keep me from getting my gift card. They won't provide the code and then will say I didn't complete the redemption process within 30 days. I need your help. I'd also appreciate it if you could see whether this is a widespread practice on their part.Desired Settlement: I'd like to get the redemption code I've been promised. And I want to make sure Time Warner doesn't claim that I missed the deadline because of their refusal to provide me with the code so far.

Business

Response:

On 2/**/14 a CSR advised customer of TWC policies on the gift cards . Customer undestood he will be receiving the letter.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

Time Warner did indeed email me a code on the [redacted] of February. However, I followed the link provided and the code did not work. I called Time Warner and the associate I spoke with tried as well, exhausting numerous troubleshooting options but with no luck either.

The associate told me that someone would call me in the next week to discuss next steps, but had no answers as to what was going on besides the fact the redemption process and site were defective.

I still have no confidence that I will receive my gift card and do not want to close my complaint.

Sincerely,

Business

Response:

TWC has opened an internal investigation in this matter.

Consumer

Response:

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

Review: Time Warner has the worst customer service I have ever encountered.

I simply wanted to talk to a representative that I wanted to extend my promotion for HBO and Cinemax and see how I can lower my prices since Time Warner has outrageously high prices for their services.

I was transferred 5 times and no representative wanted to help. They just kept saying they can't do anything. Then I got frustrated and decided to cancel my service. The representative picked up my call and said wait a minute then hung up.

I called again to cancel and I was put on hold for 20 min then I hung up out of frustration from waiting so long.

I called back and then a customer rep finally picked up and I said I do not want to be charged for HBO and Cinemax next month as I'm canceling my service once I'm actually able to get a rep from the department on but too no avail. She said that the promotion is automoatic billing and she can't help and literally hung up while I was about to speak.

Honestly, what customer service routine are they following.

All in all, I just wanted my HBO and Cinemax promotion extended and finding a way to lower my prices. But since this company is just horrible, I would like to cancel.

I'm willing to keep my service if they learn how to value their customersDesired Settlement: I would like complimentary service and reduced rates for their lack of customer service skills and general disregard for people's time.

That is why Time warner is ranked last in all customer service between the major cable companies.

Business

Response:

On 8/*/14 a follow up email was sent after contact by phone could not be done.

Rates have been reduced, customer has received a statement in confirmation.

Review: I called TWC to remove my cable service and just keep internet. They are advertising online a $44.99/month price for "Ultimate 100" (I properly entered my zip code ([redacted]) to make sure it was applicable to my zone).

Here is a link to the advertised price. I also have a printout of the webpage. [redacted] I called with a simple request, i.e. to remove my cable and get this "Ultimate 100" internet at $44.99/month. I was transferred and put on hold various times and the attendants would not agree to remove my cable and honor this price as they "don't see that promotion on their system" (and instead were quoting me a price at least double that $44.99/month price - which is more than I currently pay for that same internet AND cable). When I ask to speak to a supervisor, they transfer me back to the main line (which resets the whole process). This happened twice in the span of an hour.

Clearly, they are trying to discourage subscribers to drop cable service/downgrade. I am highly concerned that this "tactic" is somewhat institutionalized to result in customers "giving up". I think that they have to be breaking some kind of law here and it seems like the Revdex.com is the only one that can take this up.

PLEASE help here. I don't know what else to do.

Best regards.Desired Settlement: I simply want to 1. cancel my cable subscription and 2. pay $44.99/month for "Ultimate 100" internet (100 mbs download speed and 10 mbs upload speed), as advertised. Nothing more, nothing less.

Business

Response:

On 12/*/14 [redacted] apologized for the error and difficulty. Account has been corrected and credited. December **, 2014 statement will reflect correct rates and credit.

Consumer

Response:

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

Sincerely,

Review: One month ago I called Time Warner because my internet was constantly losing connectivity. I was told that the modem needed to be replaced but the earliest a technician would be able to fit me in to their schedule was in 5 days time. I explained to them that I needed this resolved sooner because I work from my home and without my internet I am unable to complete my job. A week later when the technician finally arrives he tells me that the issue is with Time Warner's cables outside on the street but he is unable to resolve the problem so another technician will be coming the following day. It is now 4 weeks later and the problem is unresolved. My internet cuts out approximately once every 2-3 minutes and it is greatly affecting my ability to compete my job! I need my internet repaired immediately this is a service that I am paying for.Desired Settlement: My internet repaired immediately and a reimbursement for the last 30 days of interrupted service.

Business

Response:

On 2/**/14 [redacted] was unable to reach customer by phone. A contact letter was sent. To date there has been no reply.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

Review: When I signed up with this company for services just about a year and a half ago, I was never told that the pricing (that was such a good deal I was assured!) would expire after a year. When a year later the price increased twenty dollars a month, I called in a panic. They explained coldly that I was under a promotion that expired after a year and that I was now under a new promotion for 12 months. Now only seven months later, my bill has increased another 20 dollars. Increasing my bill per month 40 dollars more than I signed up for in 2012, and nearly 500 extra dollars a year I never expected. I spent 48 hours, and talked to at least 5 different representatives at the company to try resolve this issue. Each one told me a different answer. They tried to give me new 'promotions' none of which got me to the price I was promised for these 12 months. Finally a very nice sales representative agreed that the increase was incorrect and put in to have the finance department call me to rectify the issue. The call never came. I called back was transferred among many departments and up the chain of supervisors. The final person I spoke to supposedly had the most authority, but by far was the most unapologetic, unaccommodating and insulting person I've delt with. His answer was essentially that they have the right to charge what they want and it will not be reduced. He said that there was a promotion over one small part of my bill which had ended (a promotion that I was unaware of) and that it was not in fact good for 12 months with the rest of my bill. He explained that essentially the other sales people I spoke to were wrong, he was right, and that nothing could be done. In addition to all this, he was cold, condescending, and offered no consolation for all I had gone through. There was no notice of any of these prices being promotions or when they would end. I signed up with one price in mind, and less then two years I'm being charged completely different prices. I now am supposed to continue with my services understanding my fees might change at any moment, without notice (except the bill, which he said is given to me soon enough to be notice) and without explanation. This is a disgusting practice and I'm ashamed that I have no choice but to continue with this company.Desired Settlement: I believe that when I was told in August 2013 that my bill would remain constant for 12 months, that a reasonably prudent person would rely on that sales person's assurances and that the contract should be enforceable. As such, Time Warner's own financial responsibility's section of the Subscriber agreement (1)(b) indicates that during a promotion period the price of services cannot change. I would like my bill returned to the price I was changed and guaranteed August 2013-August 2014 with a refund of the excess taken. An apology would also be appreciated.

Business

Response:

Voice mail messages were left on 4/**/14, 4/**/14 and 4/**/14.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

The first and last voicemails were promptly responded to. The middle voicemail was a courtesy call informing me that I would be receiving a call at a future date and did not require a response. Last return call was made to the business on 4/[redacted]. No response has been received. This matter is ongoing and though the delay is due to different schedules, the matter has yet to be resolved I would still be available for contact if the business desires.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

On 4/**/14 [redacted] notes a conversation during which a credit of $120.00 was offered in goodwill ($20.00 X 6 months). The offer was accepted at the time.

Review: Since last year, with both residential and business I have had technicians come to my apartment over 30 times, called over a hundred and I still have horrible service.

I have lost over $15,000 because my clients are over the phone and my phone drops, I can't call them back and then they talk to another Life Coach I had to deal with business blaming residential blaming business. I nearly lost my job. Now I am once again dealing with horrible service and no one is taking responsibility. I am also once again losing money. I want my service improved and I want compensation for the money I have lost. Also, business was supposed to refund around $400 and they never did.Desired Settlement: I want a refund and repair service. Thanks

Business

Response:

[redacted] SPOKE WITH [redacted] IN FOLLOW-UP OF THIS MATTER AND [redacted] CONFIRMED WITH [redacted] THAT HER DIGITAL PHONE AND INTERNET SERVICE WAS NOW WORKING TO HER SATISFACTION. IN ADDITION, [redacted] OFFERED TO APPLY A COURTESY CREDIT OF $177.46 (2 MONTHS OF DIGITAL PHONE AND INTERNET SERVICE) TO [redacted]'S ACCOUT. [redacted] ACCEPTED [redacted]'S OFFER BRINGING THIS MATTER TO FULL RESOLUTION.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

Business class still needs to refund money. Phone is still having issues. I might be forced to cancel phone service with TWC all together. I have lost 15k+ in business since problems last year. While it's nice she offered 2 months of service, it's not nearly what I lost and I did not agree when she credited me that everything was resolved with the money lost with my work.

Of course if I lost 15k+, I'm not going to be satisfied with a credit of around $150 dollars. That's like 1% being returned to me.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: I switched to TimeWarner in 1997. I was promised by the advertisement & the salesman of "TRIPLE PLAY" which included "Internet, phone & TV" for $99.99 a month. TimeWarner charged my bank account about $118 to $123 monthly for a few months. When I inquired about the extra charges, they claimed that it was "Taxes & Other Applicable State & federal fees", & they have no control over that.

Months later, I noticed that my bank account was being charged $144.67. When I inquired about the additional increase, they claimed that it was the increase of "Taxes & Other Applicable State & federal fees", & they have no control over that. That went on for a while. For a great period of time, I noticed a fluctuation of the billing ranging from $160.00 to $176.00 that went on for years. Again, when I inquired about it, I got the same songs and dances...There was an increase in "Taxes & Other Applicable State & federal fees", & they have no control over that.

Meanwhile, the same basic service is being advertised for $69.99 far less than my supposingly original price of $99.99.

I spoke with several people. Their names are [redacted], [redacted], [redacted]. After months, I finally got to speak with [redacted]. His name is [redacted] @ ###-###-####. The call took place on July [redacted], 2014. He threatened me and he claimed that was his last day in that position-he got promoted. He claimed that his replacement, [redacted], would call me to solve my problem. To my surprise, [redacted] never calls.

After my last complaint to TimerWarner back July, they made a one-time billing adjusment. For that month of July, TimeWarner billed me $82.35. That wawas it. They reduced my bill for one month & they closed my case. After that they resumed their fluctuating billing amount. I complained again & I keep hearing the same thing over and over..."Taxes & Other Applicable State & federal fees", & they have no control over that.

I certainly hope Revdex.com can help me.Desired Settlement: First, I want Timewarner to give me retro-active refund for all the inappropriate overcharges over the years.

Next, I want Timewarner to extend to me the same service for the current rate of $69.99 permanently.

Last, I want Timewarner to alert me of any service and or rate or increase in "Taxes & Other Applicable State & federal fees" changes.

If Timewarner want to contact me, I would like a direct person of authority to call_not a machine or stay on line for 55 minutes before I can be transtered and gotten yelled at numerous and then got hung upon. Revdex.com, please help me.

Business

Response:

On 10/**/14 [redacted] apologized, noted rates offered are discounted, however, discounts are not permanent. Customer hung up.

Review: TO: [redacted]

[redacted] and [redacted] of Time Warner Cable

Time Warner, Inc. [redacted] And, [redacted] From: [redacted]

Account Number: [redacted]

Date: December **, 2014

Re: INTERRUPTED TELEPHONE SERVICE TO ###-###-####

I spent 14 days in the Intensive Care Unit at [redacted] of Brooklyn; December * to December **, 2014.

I am writing to vent a complaint about my disruptive, telephone service that has been ongoing for more than a year. In fact there are about 7 documented calls made this month of December.

Any time I made or received calls, the line would die. Trouble shooting and changing modems or routers did not help. I NEVER WORRIED ABOUT THE PROBLEM. When there was no solution to the problem, I called to cancel the telephone portion from my triple service account and was told if I did, I would end up paying more than $50.00 extra because I had upgraded to get better internet and cable service, which also gave me premium movie channels; HBO, Cinemax, etc.

I woke up Monday morning at about 10:00 am, December *, 2014, and experienced troubling symptoms. I managed with the Lord’s help to get to my kitchen phone. When I tried to dial 911, twice, the phone did not work. Before passing out, I managed to rouse my son who came to my aid. He dialed 911 and got no response because the phone was still dead. He kept trying, and on the 4th call he managed to reach 911. To be sure, he dialed again, and got a response. My son, my hero, administered CPR until EMS arrived.

I intend to get the message out by our wonderful social media, to not get the Time Warner triple which includes phone service, because even though it is a landline phone, you will be putting your life in danger if you try to get 911 and there is a dead phone.

MY SON HAS ORDERED A [redacted] THAT WILL ENSURE THAT I CAN GET IMMEDIATE HELP WHEN NEEDED.

You can raise my rates or do what you have to do, but, the phone system that was supposed to give me peace of mind did not work. Hopefully, other systems such as [redacted] will be offered. I do thank you for the many years I had excellent service.

I wish all of you a Happy New Year. I hope you never have to experience panic, anxiety and loss of hope for yourselves and your families. [redacted]Desired Settlement: CORRECT LANDLINE TELEPHONE SERVICE. NO DIAL TONE MEANS NO HELP WILL ARRIVE IF YOU ARE A SENIOR CITIZEN WHO LIVES ALONE.

Business

Response:

TWC apologizes for the difficulty and regrets the circumstances described by the customer. It is always TWC's intention to provide consistent and reliable services and situations such as those described run counter to that. Customer has removed TWC phone service.

Review: I have been a loyal customer with time Warner cable for many years now. I am a disable women on a fix income. I am a little behind on my cable bill, but I always try to make payments, so my cable will not be turned off. Around the middle of July 2013, I was being informed by time Warner cable that my service will be interrupted if I didn't make a payment, I explain to a time Warner cable representative that I didn't have the large amount of payment that they was asking for, but I can make a smaller amount payment, time Warner cable agreed that I could make a smaller amount payment, but that now I would be dealing with a timer Warner cable department called the field department. I then spoke to a guy representative in the field department that told me that all I have to do is make a payment a of $31.00 and that will prevent my service from be interrupted, in till August 2013 when I'm able to make another payment, he said that's all I need was $31.00, there will be no extra fee's or chargers included, I then agreed, I made a payment of $31.00 on 7/**/13....About two weeks later I notice my billing statement was higher then it was before I payed the $31.00. I then called time Warner cable back, and ask them why was my billing statement this high, they stated to me that being that the field department had to come out and collect your payment they are charging you $31.00 plus a $25.00 and $5 for a service fee payment, I then asked to be transfer to the field department and explained to them, that no one came out and collect the payment, I payed with a debit card (proof of my debit payment) over the phone, no one came out that's a lie, then all of a sudden the Representative started telling all types of lies,becoming very rude and disrespectful to me, saying it don't matter it's to late, we still charging you these fee's, and there's noting you can do about it, and then he disconnected the phone on purpose, I then called backed numerous times to just get some answers, I was being transfer to different departments, no one in that field department would pick up there phones for me, now all I'm getting is a voice service answer machine. I called back the next day, weeks later, and still no answers.. I am asking that the Revdex.com help me because I want these fee's waived., I am very upset on how I could be lied to, and deceived, by time Warner cable payment procedures, To me, if I was to do the math, and I was going to be pay $31.00 and be charged a extra $30.00 I would of just payed $61.00 towards my time Warner bill, that would of made better sense to me, that's why to me this doesn't make sense. Ever time I calling time Warner cable to speak to a representative about my bill, my statement, this problem,or any other problem I'm having, about time Warner cable, I'm always put on hold, for more then 20min, the phone get disconnected when a representative come on etc.....I asking Revdex.com to please help me, I can't do this alone no more, all I asking for is that fee's get waived and apology. Thank You Revdex.com. My time Warner cable account number# [redacted]Desired Settlement: So customs wont be taking advantage from the business's.

Business

Response:

$64.00 GOODWILL CREDIT ISSUED IN REPLY TO CASE LODGED WITH

THE Revdex.com, AMOUNT OFFSETS LAST 6 MONTHS OF LATE FEES AND

PAYMENT FEES. THIS IS A ONE TIME

GESTURE AND NO FURTHER CREDIT IS DUE.

Consumer

Response:

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

I would like to say thank so much to the Revdex.com for helping me get this issue resolved, I'm satisfied with the results that I received, I also appreciate your approachability and willingness to help people that need the help against these business's.

Thank again.

Sincerely,

Review: I have bought Time Warner Cable's internet service with my roommate when we moved to a new location because TWC was the only cable provider that operated on our address. We bought their Turbo Upgrade internet package which had an upload 30mpbs and download 5mps speed advertisement; however, routinely we only got 20mbps/1.5mbps speed Download/Upload. We complained but was told that this was what they could best do in our address which seemed odd.

we were willing to look over the problem of speed issue but the internet would constantly go in and out every other day for the first couple months. We called in and they told us that it was because they were doing some sort of upgrades and they would "look into the problem" specifically for our line. No particular improvements were made. We just weathered through again and just hoped for the best every time we asked a representative to look into it.

However, lately - it's been going in and out almost every hour or two - and the constant contact with the representative online/phone gets us really no where other than, we'll try to reset the modem or "we don't see an issue on our end." One of the representative said it isn't much of an "issue" if internet goes out for less than 10 minutes intermittently. To us, it doesn't make any sense and seems unacceptable that TWC would think there are no problems if it's out for less than 10 minutes occasionally all through out the day.

Our account number is [redacted]Desired Settlement: We wish for Time Warner Cable to

1) either identify and fix the problem or

2) terminate the contract without any termination fees as they failed to deliver the service that they have agreed to.

Consumer

Response:

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

The Company has responded and have acknowledged to send a technician to resolve the issue.

Sincerely,

Review: Time Warner Cable (TWC), sent me (on the [redacted] of April) a letter stating that my Standard internet plan would increase from 15 Mbps to 50 Mbps, at no additional cost - provided I called them at ###-###-#### and request a new modem. I did call the number and the TWC representative kept offering me an "upgrade" when I was clear I just wanted the new modem. Eventually, he stated he would send me the modem, and, as per the letter from TWC, my speeds would increase, at no extra cost.

The modem was installed by my self, and the speeds did not increase to 50 Mbps, but, rather topped out a little over 12 Mbps. Nonetheless, this was an increase, from the previous 2 Mbps (based on the 15 Mbps plan.

I then received my monthly invoice, at $121.50 on the [redacted] of May. It should have been $64.51. The changes noted on the invoice detailed that I was now signed up for the Extreme Internet & Ultimate 300 plan. Where it offers 300 Mbps. However, again, the speed for my connect was never really over 12 Mbps.

I called TWC and it took 2 representatives to be informed that they will change the plan back to the $64.51.

During the exchange the following information was communicated to me:

- the letter I was initially sent did not pertain to the Standard plan (15 Mbps increase to 50 Mbps), but, it clearly does,.. there is even a table detailing the improvements on this letter, per plan

- my area has not been upgraded yet, however the letter clearly stated it was; "Our work to improve the service in your area is completed"

- the 2nd TWC representative placed me on hold, came back and confirmed work has indeed been done in the area

- the $121.50 price is actually a great price, for the 12 Mbps speed,.. even though the speed should have been much closer to 300 Mbps

- my area has not been upgraded yet (even though; 1. the letter stated it was and 2. the 2nd TWC rep confirmed it was),... by the SAME 2nd rep, when I challenged the speed of what I was being billed

The 2nd TWC rep has state she will ensure my plan is back to $64.51. And, as of this complaint, I am still at 12 Mbps - when according to the letter, it should be 50 Mbps (or close to it,.. not well under 50% of what is being advertised, again, at 12 Mbps).

Please note that the letter is not dated. And, I would be more than happy to e-mail you a scan of it.Desired Settlement: I would like to:

1) ensure my plan is indeed at $64.51, in accordance to the letter that was sent to me by TWC; i.e. "at no additional cost"

2) ensure my internet connection is close to the stated speed; Standard, at 50 Mbps. 12 Mbps is far too low

Business

Response:

On 5/*/14 a TWC rep noted customer is using his own WI Fi router, all TWC diagnostics appear within guidelines, customer was advised no service or signal issues were observed.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

TWC's response did not address my concern over what my rate would be going forward. They increased the pricing, without my request, and their response to this complaint does not comment on that.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

TWC will be billing $57.99 + $5.99 per mointh going forward. TWC regrets the difficulty in this matter and has issued a $34.00 credit to offset the disputed fees.

Consumer

Response:

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

Sincerely,

Review: I have a serviced schedule on jun** bet 1pm&2pm. I have been waiting for cable company techinican untill 4pm. but techinican doesnt come to my house. so I call to cable company for this matter. cable company said we have no idea for my trouble. I can not keep very important outside appointment.becacause I have to stay home unless techinican come to my house.

cable company not repect to my serviced appointment. I think that was not fair.Desired Settlement: caple company have to respond canceled outside my appointment. I loosing lot of money. I have to stay home for cable company techinican come to my house. meanwhile my very important

outside appointment has been canceled automatically.

Consumer

Response:

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

Sincerely,

Review: I placed an order for the Internet service by phone. The agent never explained there would be a fee for installation or how much it would be, but proceeded to schedule an appointment and processed my order. I was later charged for $29.99 for installation. He also never explained there would be a phone order charge for $5.00 which was also charged later. I did not authorize these charges. The only explanation given by an agent regarding the amount they are going to charge was about my initial payment and monthly payments that follows which was about $25.

Business

Response:

CREDIT OF $29.99 ISSUED TO OFFSET DISPUTED INSTALL FEE. A

FURTHER $20.98, ONE MONTH'S SERVICE CHARGES, ISSUED AS A

COURTESY. A $5.00 CREDIT HAD ALREADY BEEN APPLIED BY A CUSTOMER SUPPORT

REPRESENTATIVE.

Consumer

Response:

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

Sincerely,

Review: I initially signed up for time warner cable and internet. There was an offer for standard internet and preferred tv package which would include HBO. They refused to honor this promotion. I decided to cancel my cable and just use internet and instead wanted to take advantage of a promotion for ultimate internet access which included a promotion for a free dell 2 in 1 inspiron PC tablet. Multiple time warner employees both on the phone and in person said that I would be able to take advantage of promotional deals as a new customer seeing as my service is hardly a week old, however when I tried to take advantage of this offer, my request was refused. Time warner has twice failed to live up to their advertised promotions in my case and generally have not been helpful in resolving this issue. I have spent several hours of my personal time on the phone on multiple occasions trying to sort out issues with them and they have not been responsive.Desired Settlement: I would like them to honor the original advertised promotion of a free dell 2 in 1 tablet PC to accompany my new internet service with them.

Business

Response:

On 7/**/14 customer accepted an account credit of $200.00 as TWC has run out of tablets.

Consumer

Response:

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

Sincerely,

Review: Our Canon PIXMA MX882 wireless printer will not connect to Time Warner Cable's internet system (everything else works fine) - we have called several times and the Time Warner Cable technical support would not solve the problem - they told us to call the Canon customer service folks - so we did, and in discussions with the Canon technical support folks they told us that the printer needed a 2.4Ghz signal from the Time Warner Cable supplied router (a Ubee eMTA D3 modem/router) and to let the Time Warner Cable technical support folks know that and ask them to bridge the signal -

So we called the Time Warner Cable technical support folks again and this time they couldn't help us either and they told us to get "the ID address of the printer" from the Canon Technical Support folks - and here we are, on yet another phone call trying to get more information for the Time Warner Technical Support staff in order for them to actually provide technical support -Desired Settlement: we want Time Warner Cable Technical Support to call Canon Technical Support directly and solve the problem

Consumer

Response:

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

Sincerely,