Time Warner Cable's New York City Region

Review: I am a customer of Time Warner Cable. When I signed up for their cable service (August 2014), I was assured that I would be provided HBO free of cost for the year. However, they are now charging me for it and refuse to give it to me free of charge as I was promised. The person whom I spoke with offered it for a year but she only put in her notes that they were giving it for one month. They are not honoring the agreement and it is unfair and I would like to file the complaint with the Revdex.com.Desired Settlement: I would like them to give me my agreed upon free HBO for one year (until August 2015).

Business

Response:

Monthly credits are being applied to the customer's account, in the amount of $15.95 to offset the fees for HBO, for one year only. At the end of the 12 months customer must call to drop HBO or be responsible for the fees.

Review: I initially contacted Time Warner on March *, 2015. My reason was due to a charge on my bill. In February, I paid my bill in full through thr automated system. I didnt key in any numbers. The automated system asked if I wanted to pay the total amount due, I said yes. I paid a total of $349.31. I received my new bill and it idicates that I have an unpaid balance of $38.42. I immediately called Time Warner.

I was connected to a representative who said his name was [redacted]. After I explained to him my reason for calling (the $38.42 unpaid balance) he said he was crediting my account for that amount. He then said he wanted to review my account to see if he could save me money. Shortly after, he offered me an upgraded plan called "Best Triple". He told me all of what it entails. He said it would be $150 and some change after taxes and that all I had to do was give him the green light to schedule an installation appointment. I told him I already have 2 boxes so an installation of what? He said he was upgrading my boxes so that I'd have a better DVR system. He said he was waiving the installation fee. He assured me that the only fee I would see on my next bill was $150 and some change for my new services. He then said he was giving me a $5 off coupon so my bill will be $145 after taxes. I was excited to be saving money and have upgraded boxes so I said yes to all of the changes. I set a date for March *, 2015 for the installation.

I called Time warner on March [redacted] because I wanted to confirm that Im not obligated to pay anything extra on the day of installation and afterwards. The representative told me that there was an installation fee on my account and that my next bill was $181 and some change. At that point I lost it. I asked her to play back the recorded conversation from March [redacted] when this guy [redacted] promised me all of these great savings that I didnt ask for. She told me she couldnt play the conversation and that she would put in a request for that representative to call me within 24-48 hours. She then transferred me to someone else that told me the only notes she sees on my account from the [redacted] was from someone with the initials "[redacted]" and it didnt say anything about the credit of $38.42, nor waiving the installation fee. If his initials are [redacted] then who is [redacted]?? She was able to lower the bill but not down to the $145 that "[redacted]" promised. She also said she couldnt play the recorded phone call from March [redacted] and that I had to go into a payment center for help. Going to a payment center is an inconvenience for me because it is far. Besides, why cant someone over the phone simply replay the conversation??

I would like someone to get to the bottom of what's going on because having a representative tell me he's going to fix my bill and not do it is unfair to me and to have him put all of these extra charges on my account is beyond unethical! And I still havent received a phone call from the initial representative!Desired Settlement: I would like the $38.42 removed from my bill because I paid my bill in full back in February. Also, I want the installation fee removed, and I would like my bill set at $145 after taxes as the person I spoke to on March *, 2015 told me it would be.

I also want to find out who the [redacted] person is. And if his name is reall [redacted], why does he initials say [redacted] Once the conversation is retrieved, he's clearly heard saying his name is [redacted] because before I got off the phone I asked him his name!

Business

Response:

On 3/*/15 [redacted] apologized and addressed all of the customer's billing concerns. [redacted] offered future assistance.

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]

I didnt receive an apology from a person named [redacted]. I spoke to [redacted] who said she will make the necessary changes to my account. I havent received my bill yet to know if what she said was true. I never received a call from the initial Time Warner representative as I requested, to explain to me all of the confusion due to the lies he told/sold me on March [redacted]. Therefore, my complaint is still open until I receive the above.

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

Sincerely,

Business

Response:

[Your Answer Here]I didnt receive an apology from a person named [redacted]. I spoke to [redacted] who said she will make the necessary changes to my account. I havent received my bill yet to know if what she said was true. [redacted], [redacted] did make the necessary changes which are confirmed on the billing statement of 3/**/15. I never received a call from the initial Time Warner representative as I requested, to explain to me all of the confusion due to the lies he told/sold me on March [redacted]. Therefore, my complaint is still open until I receive the above. Hopefully, [redacted] actions have addressed the customer's concerns.

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,

I had to close my account with Time Warner Cable because I moved to a building where another service provider was already included in the maintenance.
I closed my account on 12/*/2015, and was not instructed to do anything.
On 1/**/2016, a collection agency called me to tell me I owe money to Time Warner?? While I never received a bill from them?? The collection agency told me, it is for a modem I did not return, but when I closed the account, I was never told I had to return the modem!
I am not happy at all, first no instructions, then no bill, and now collection agency!?!?

Review: I was charged for extreme internet as well as a modem/router for one year without receiving this service. When I called Time Warner to inform them, they refused to refund me for the service I paid for, but was not provided with.Desired Settlement: Refund of $312. I was charged $20 a month for the extreme internet and $6 a month for the modem/router. Over 12 months, I paid $312 for service/goods I did not receive.

Business

Response:

TWC's records do not indicate there is a basis for credit. Records indicate customer received service in question for free, as a result customer is not entitled to credit.

Review: My cable TV is a dreadfully inferior service,has crashed on numerous occasions, I have had to spend hours upon hours dealing with this. The "on demand" stops functioning so often, I can never depend on it. They have given me small compensations, but in the end the service is still malfunctioning. This has been going on for years, I have had several engineers here, they say it's the splitter, or the box, or they go the roof, it works for a few days and then stops again. They expect me to sit here again and wait. On third level engineer said that the system is overloaded in this area, my neighbor downstairs closed her account because she was so frustrated. It is not working right now, and I had an engineer here last week because it was off for the weekend. I believe they owe me three years compensation, and an answer to the problem, I have put up with the problems for that long.Desired Settlement: Free service for 3 years and a solution to the issue

Business

Response:

[redacted] has spoken with [redacted] on this matter, confirming the returns from our technical operations department which report that the customer should have their cable rerun. [redacted] has advised he does not want any further technicians at this time. [redacted] has provided her contact information, so if or when the Turners decide to have the cable rerun, they may contact her for assistance. Time Warner Cable presently considers this matter closed.

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]

My husband spoke to a Lady called [redacted] at Time Warner-she is only available between 9 and 5 I work at a job at that time, that does not allow me to make calls-my husband did call back to try and arrange for yet another technician to visit our apartment-[redacted] was on another line-my husband left a message to say when he could be there to allow the technician in. He didn't hear back until several days later, [redacted] left a message giving the impression that she was not informed. He did speak [redacted] a couple of times before this,she said that there is indeed a problem with our Samsung box, my husband explained that this is what we are told every time, and that the box in question was only installed recently. Of course we will try to arrange yet another visit, but again it's on our time, and we have no faith in these visits any more. The on demand has'nt

t worked since we began this process btw. The matter has NOT been resolved, and we feel that the service has been inadequate for at least three years. We will arrange for the technician, But I am sure it is NOT the box.

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

Sincerely,

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]

This is untrue, I have called back and left a message, I also said in my last response that the ideal time to call me is 7pm on most nights. I have not received any calls at that time. It is time for you to put somebody professional on this job. I am so tired of bending my schedule to suit your inadequacy. I will be here tomorrow night, Wednesday, at 7pm.

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

Sincerely,

Business

Response:

TWC appreciates the customer's situation, however, the team dedicated to resolving this case is in the office between 9:00 AM and 5:30 PM. After those hours customer can be assisted by calling Customer Support at ###-###-####.

Review: I liived at [redacted]. I moved to my current address in October of 2012. In January of 2013, I opened my current account with TWC. No mention was made of me having an outstanding balance from my previous billing address. I knew there was an outstanding balance and my girlfriend with whom I was living with in Flushing informed me she

had made arrangements with TWC, to pay off the outstanding balance. I have maintained my current account in good standing since January of 2013. Last week, I checked my credit report to find that TWC had negatively impacted by credit rating by turning my name and old address over to a collection agency. My complaint is that TWC at no time since the openingof my current account has made any attempt to collect a debt from me that was owed at my old address. Instead, I found out about this debt byrreading my credit report. I immediately contacted TWC. 5 customer service representatives promised to call me back regarding the matter. None did. Yesterday July [redacted] 2014, I received a call, from [redacted], in the Risk Management Department, threatening me with the disconnection of my current account, if I didn't pay 35% of the old bill they allege I owe within 7 days. Rather than continue the damage to my credit rating, I agreed to pay, but can't pay both my current bill and 35%of the bill they allege I owe.Desired Settlement: If this old bill is, in fact mine, I will agree to pay it but I need terms I can live with. I am a home bound disabled senior citizens living on a small fixed income. 35% of the old bill, plus, my current bill is not doable. They made no attempt to collect thhis old bill in the 19 months I have had my current account and to suddenly damage my credit and impose draconian terms on me is unfair.

Business

Response:

C??ustomer must call ###-###-#### and speak with a Collections agent to resolve the matter.

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 U

That number is to the risk management Department, the source of my complaint. They gave me a new account in my name 21 months ago with no mention of a past due account. I lfrarned of this delinquency only when. T credit monitoring service advised mee. I was never given a chance to address thepast due amou t before they damaged my credit. Iasked for terms of repayment I could since I had two time warner accounts to pay. They refused and romptly disconnected my life

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

Sincerely,

Business

Response:

Customer can call Risk Management at ###-###-#### to review the case. Based on the history and TWC's policies it is necessary he speak only with Risk Management. No other department within TWC has been authorized to assist.

Review: When I sold my condo at [redacted] I returned all TWC equipment and assumed this was a finished issue. A month late I received a bill for about 111.00/ I called TWC Queens and spoke with a rep who looked up the account and said I had only returned 2 cable boxes. I said, correct, I only have 2 TV's and therefore only 2 cable boxes. She agreed that it was an error and advised me I would receive a refund of 146. Again, I considered this a closed issue until I received a collection call in late June, again I patiently explained the situation and refused to pay an invoice that was obviously in error. If TWC thought this was a valid invoice why did they not charge my account as I had auto pay on the account? The collection agency has now reported this to the 3 major credit bureaus. I pride myself on having excellent credit and don't need questionable charges on my credit reports.Desired Settlement: I want TWC to contact their collection agency and have negative information removed from all 3 credit reporting agencies.

Business

Response:

I spoke with customer, I noted he was not billed for the converter. Copies of closing statements sent, for his review. Closing balance is correct and he will call me directly if he any additional concerns.

Review: there is service interruption every few minutes and there is no one to talk to, there a minimum of half hour wait time until representative picks up and an other week the technician come down and still didn't do anything this was going on for a monthDesired Settlement: + Complimentary Service

Business

Response:

TWC's Business Class unit is arranging a repair call with the customer.

Review: I've been a customer of Time Warner for six years. The rates have been fluctuating to the point where they have increased approximately $15 per month over the past three months. I have called for an explanation and was informed by customer service that during the prior periods, Time Warner had been granting me a discount which they have now terminated. I never received notice of the change and there is no explanation on my bill despite assurances from customer service that it should be there. After reading the bill, they explained the Company can change rates as required.Desired Settlement: I would like an explanation of the reason my charges were adjusted, and I would like the Revdex.com to catalogue this complaint as a reason to block [redacted]. Time Warner already has a virtual monopoly in Manhattan and the company should not be given more power.

Business

Response:

Our customer care agent spoke with [redacted], explained his billing and promotional rates, then restructured the account so that [redacted]’s monthly amount due would be $139.43 before taxes, for a duration of six months. [redacted] understands his rate will change once the promotional period expires.

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:

While I agree that TWC's customer service agent offered me a promotional rate which reduced my the cost of my package (and I appreciate her individual efforts), they never addressed my overarching complaint which is I have no idea what my bill will be month to month. As the woman on the phone explained, after a promotional rate expires, TWC cable apparently reconfigures my rates to give me "the best possible deal". However, there is never any notice of the changes to my bill in advance, so every so often the bill magically increases without explanation because a different promotion (that I didn't know I was getting in the first place) comes off. Although I have specifically requested to be notified of changes to my bill, I do not receive them and when the customer service representative directed me where to look on my bill from the previous month, the notice was not there - there were only offers to purchase addition services. I appreciate the customer service representative's time and effort in getting me a lower rate, but I want TWC to be required to provide a bill that makes sense and provides notification of rate changes. I shouldn't have to call after the fact and spend an hour on the phone with someone to understand why a charge as been added for a fee credit has been removed.

Thank you,

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

Sincerely,

Business

Response:

TWC bills customers in advance and as a result will notify them prior the expiration of the promotion. If a customer requests discounted rates TWC will attempt to accommodate.

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.

In the course of our back and forth, it is clear Time Warner Cable will not tell the truth about their billing policies. My complaint has never been about getting a better temporary rate, rather I would like them to be honest about their rates and billing practices. Since they will not discuss my actual complaint, I don't want to waste any more time with them.

Sincerely,

Review: Call to cancel tv services and keep internet services, but was put on hold for over 30 mins. Call a second time and was put hold againDesired Settlement: Call me back explain if you can restore my promo or please dis continue tv service

Business

Response:

ON 7/**/14 [redacted] CALLED CUSTOMER TO ADDRESS HIS BILLING CONCERNS FILED WITH THE Revdex.com , CUSTOMER ADVISED THAT HE WOULD REMOVE VIDEO SERVICE DUE TO EXPENSE, HE WAS ADVISED THAT HE WOULD BE GIVEN THE DOUBLE PLAY AT $89.99 PER MONTH FOR 1 YEAR. HE WAS FURTHER ADVISED WITH TAX MONTHLY BILLING WOULD BE $101.00, AND AS A GESTURE OF GOODWILL A CREDIT OF $33.54 WAS APPLIED TO HIS ACCOUNT, HE IS SATISFIED AND CONSIDERS THIS MATTER RESOLVED.

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: Hello, due to recently becoming laid off, which resulted in being evicted from my home, I also had to disconnect cable/phone and internet service. I had been struggling to pay due to the circumstances for several months, and when I saw I was not going to become employed anytime soon, and faced eviction, I called TWC to turn off my service. I told them my reason, they said they would indicate my circumstances in their notes, and they told me to bring in my equipment as soon as possible and they would send me a reduced bill for the months that my account was suspended for non-payment (which was only 3 months - June, July & August) as I was forced to move in September. When I returned the equipment to the nearest location, on [redacted], I was told I would be charged for JUST the internet router, and it would be $75.00 because I was unable to recover it during the Marshal Eviction. I managed to recover the cable box however. They told me they would mail me an adjusted bill for just June, July & August, as well as a $75.00 fee for the internet router, as the cable box was returned and in good condition. I only had it for 1 year and it was not used often. It would be a different situation if I was told that the cable box was in "poor condition" and I would be charged for it. But, I was only charged for the internet router as it was missing and the cable box was accepted with no mention. The bill should have come to $585.10. Not the $835.10 I was charged when I received a letter from their collections department yesterday, which noted that I was being charged for a cable box. In reading Revdex.com's complaints with TWC, I see they try to scam their consumers frequently by over-charging. I am struggling and can not pay the amount I do not rightfully owe. I stood in line for several hours to return the cable box not to be charged. I am responsible for $585.10 which I am willing to make a payment agreement on. Please resolve. Thank you.Desired Settlement: Please have $250 for good condition cable box which was returned taken off my finalized bill.

Business

Response:

On 11/*/13 [redacted] left a follow up message, voice mail, home number. 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:

TWC called once and left a voicemail with no information I called back and was not helped. I was told I could only speak to [redacted] and she was not in. I left a message and was told she would call me back that same day. I have not heard back.

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

Sincerely,

Business

Response:

On 12/**/13 [redacted] left another message, voice mail, home number. Customer has not replied.

Review: The Time Warner Cable service for my television, telephone and internet, is intermittent. It works then it stops working.

I called customer service on June [redacted], 2014 and was told someone would be there June [redacted] between 4 and 6:00:pm (conformation # [redacted]), no one showed up. I called four times from 4:30 till 7:o5 pm, was on hold for 30 to 53 minutes. Spoke to "[redacted] and [redacted] (id# [redacted]) was disconnected, no one called back.

I was told there was an outage in the area that was corrected, I explained I still had no service. I was told since the outage was corrected they don't call to cancel appointments. I explained I still had no service and I waited for hours and should have been informed of the cancellation instead I was put on hold then disconnected.

This company is not held responsible for their horrible service!Desired Settlement: Correct cable problem and lack of customer service.

Business

Response:

On 6/**/14 [redacted] apologized, verified all services are working, current billing and credited a $40 install fee.

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: Internet service was weak and intermittent. After several Modem changes, TW finally agreed to service call to find our main cable line from pole had water damage. Service repair used a temporary line until it could be fixed. Next day service went out again. Next service tech stated that whomever put the temporary line in used the wrong material. This tech put in the temporary line. We have had a temporary line run across neighbors yard since the end of April. All attempts to contact service have given us the run around. We where given the supervisors direct cell phone number and after several attempts there has been no returned effort in communication.Desired Settlement: Finish the job that was agreed to due to there equipment being faulty.

Business

Response:

On 6/**/14 [redacted] left a voice mail message confirming the drop had been buried. To date there has been no reply.

Review: My original call was on Thursday, December **,2014, regarding a internet issue, I spoke with [redacted] Rep ID #[redacted] regarding my issue and had asked for a call back for the same day for 9:00 PM EST. I never received a call back from [redacted] or customer service regarding my internet access, however, I received a call around 1:58 PM EST on Friday, December **,2014 stating that I had made an appointment for a tech to arrive, I never made that appointment, this was done without my knowledge. When I asked who made the appointment and why, no one answered me. I am still having issue with my internet and they have refused to correct the issue or send another tech out.Desired Settlement: I would like repair of the equipment or I will relinquish my equipment and leave Time WARNER CABLE, ONE OF THE WORST CABLE COMPANIES ON THE MARKET.

Business

Response:

On 12/**/14 customer confirmed that repairs had been made and services were working well.

Review: Upon signing up for a business account with Time Warner; we were offered a $300 Best Buy voucher - provided that we register and fufill all requirements. We have done the registration in October 2013, and have yet to receive any confirmation or follow up on the voucher despite calling in Customer Service numerously.

There is so much time and energy wasted in following up on a promise they advertise. It shouldn't be that difficult!Desired Settlement: Deliver the voucher and an apology. Time is money and this is a waste of our resources.

Business

Response:

TWC Business Class has been in touch with the customer, they have apologized and addressed the customer's concerns.

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:

I have not recieved any response from Time Warner Business. No phone calls nor any voucher recieved.

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

Sincerely,

Business

Response:

On 5/**/14 [redacted] (in TWC'S Business Class unit) advised customer gift card will be received within 3 weeks. TWC regrets any confusion.

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: We paid to upgrade our wireless internet service with Time Warner (TW). This upgrade also required a modem replacement. Time Warner scheduled a technician to come to our office on 10/**/14. A technician never arrived, nor were we provided with any call or reason why. I called Time Warner on 10/**/14 to reschedule the appointment for 10/**/14. No technician arrived, and when I called Time Warner they had pushed our appointment back to 10/**/14 without any cause or reason.

During the day of 10/**/14 I spent about 4 hours on the phone with Time Warner. After some time, our account representative, [redacted], became terse and accusatory. Later that day, [redacted] returned my call and had a woman from TW technical support on the line as well. Again, TW indicated that they did not perceive any problem on their end, and that we were causing the problem.

When I addressed the issue of our missed appointments, the woman from Technical Support raised her voice, and threatened that if she needed to send a technician we would be charged money.

We indicated that we were not receiving the service we pay for, and asked why we would need to pay for a repair to equipment that is not working. Again, the woman from TW technical assistance raised her voice and indicated that "that's how it goes".Desired Settlement: We desire that Time Warner replace our modem in a timely matter. The customer service we received from Time Warner, including [redacted] and the unnamed additional woman from technical support was abhorrent. This call took place around 4pm EST.

We are submitting this complaint due to the lack of service, and terrible customer service, we receive consistently from Time Warner, despite the fact that our non-profit business spends thousand of dollars with them every year.

Business

Response:

Good Evening,

This issue has been marked

resolved. We were able to visit

the business location on 10/**/14 to restore services. I have followed up

with the client to confirm services have been stable since the service call on

10/**/14. The client has my contact information should any future

problems arise. Please let me know if you have any other questions.

Thank you,

Review: I returned the modem for Internet service in January 2014, and my bill was adjusted and I accepted Showtime for $3.00. That is three dollars per month, which brought my bill to $64.00 per month. Having faith in time Warner, I just paid my bill sometimes late because of that did not notice that time Warner had put the modem and Internet service back on my bill. Tonite May **, 2014, I called on a non related matter and to my surprise noticed my bill eas totaling NINETY SEVEN DOLLARS and NINETY SEVEN CENTS????? I told the rep named [redacted] at ext. [redacted] this is a total error, after twenty five more minutes she agreed an said I would receive a credit of $26.21 for ward...I said what is forward mean for how long and I need this in writing... She said my new bill would be SEVENTY EIGHT DOLLARS, I said why is my bill not SIXTY FOUR DOLLARS. this she never could explain. But said if I remove HBO it would be. Then she switched me to an arrogant [redacted] named [redacted] at ext. [redacted] who essentially said what Internet there"s no Internet service on your account!!! Then I had to play that game with him, with him finally admitting that the previous representative [redacted] and a nameless [redacted] removed it and gave the credit. [redacted] then said the ONLY way my bill will be reduced is to take off HBO, I said TThis is not acceptable why is my bill not what it was when In Was in February of 2014.Desired Settlement: I want my bill adjusted correctly and returned to the agreed upon amount of sixty four dollars. And they should be reprimanded for adjusting low income folks bill. This is outrageous. How many more people are they doing this too!

Business

Response:

$26.50 credit has been issued, as agreed. As of 5/**/14 customer has been advised bill will be $112.42 per month. The only way to lower the rates is by reducing the service package. Customer is being given a discounted package, TWC cannot reduce the rates any further.

Review: We have had TWC internet service for the last 2 Years. While we were located on the [redacted] floor we had internet service issues. We were seeing high latency, dropped packets. This issue has been an on-going issue constantly. Each time we contact TWC they send a tech out and replace the modem, or a splitter. On the [redacted] floor we determined the problem was most likely due to bad cables coming from the [redacted].

After we moved to the [redacted] Floor we continued to have the same issue we saw on the [redacted] floor. We had fresh cables run to the [redacted] here. TWC replaced modems, and splitter, without any resolution. The issue comes and goes, and we are unable conduct business during each outage. We reached out to our sales rep who said we are using the service for too much, and we need to go to Fiber. Using our monitoring tools we are no utilizing the service to any crazy degree.

We currently pay around $300.00 for our service.Desired Settlement: We want it fixed so we can conduct business and make money to pay for the service.

Business

Response:

TWC's Business Class unit has been in touch with [redacted]. The issue remains but they are in touch.

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 issue still remains and has not been resolved. TWC has been very unorganized to resolve it.

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

Sincerely,

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]

At this time TWC has tried to resolve the issue but still has failed to fix it. We did manage to work a week with no issues, but the issue returned.

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

Sincerely,

Business

Response:

TWC is aware issue is unresolved, matter is still pending with TWC's Business Class unit.

Review: Since I moved to my current apartment which was three years ago, I have had numerous outages on my cable or my internet service. Time Warner Cable technicians has come to fix outages way too many times. The cable boxes were replaced at least 15 times, they were malfunctioning very frequently. I have been having power outages way too many times, I am really tired of locking TV service at least 5 to 8 days a month on average. The Internet service was very slow often times plus the frequent outages, that lead to Time Warner to search for more complex problems. They found out that the main signal coming to my building is way too low, and they said they fixed the problem. Technicians gave me better cable boxes for both the Internet and TV, and they promised that I won't have any problems. Not even three weeks passed, I was shocked to see that my "new" cable box has not worked again. Time Warner tried to send the signal over the phone, they said it usually works. Not in my case, I am out of TV now again for days, and I am just tired to hear the promises that this will be the last time we fix it for good. My neighbors don't have these issues, the problems are only affecting my apartment. Time Warner has raised my bill several times, I pay a very high amount for this very improper service. I am [redacted] pregnant, living alone, and the TV has been helpful to ease my depression, as I have to face raising a baby on my own. Thank you for the opportunity that I could express my very unsatisfactory. Best, [redacted]Desired Settlement: I want Time Warner to take this problem seriously, and give me really functioning cable boxes, not these useless overly used up boxes. I would like Time Warner to offer some complimentary service and lower my bill or at least give me a guarantee not to raise my bill in the future. After all, the length of outages and the countless phone calls to Time Warner has reached the frustration level that I can say enough is enough. Thank you.

Business

Response:

On 7/*/3 [redacted] WAS ABLE TO DO a Walk through AND CORRECT THE CUSTomer's ISSUE.

Review: I have had TWC for around a month now. I have had 3 visits to my apartment and I am still not getting what im paying for.

As of 4/** using both ookla speed test and TWC speed test I am recieving 9 down 8 up. I have the ultimate package and I should be receiving 100mb each way.

The technician came and he got it up to 50, a day later it was back to around 9.

The television service also freezes at random times during a tv program. it usually takes around 30 seconds for it to get going again.Desired Settlement: Id like to be receiving AT LEAST 100 up and down and to not have my tv freeze. I am paying for the ultimate package I expect to receive what I pay for, not a [redacted].

Business

Response:

[redacted] arranged service for 5/**/14. Repairs were made and [redacted] will follow up to confirm customer satisfaction.