Time Warner Cable's New York City Region

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: 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: 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: 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: 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: Time Warner advertisements consistently tout "watch tv in any room" via tablet, phone, etc. The application for the IPad simply does not work with any degree of consistency or reliability. In spite of this virtually every Time Warner advertisement advertises this service.Desired Settlement: Since I subscribed to Time Warner under the presumption of the reliability of this service, an appropriate portion of my monthly bill (which is paid in full and on time each month) should be refunded, and future bills reduced by the same proportion, until such time as Time Warner provides a reliable application for watching TV in any room, as advertised.

Consumer

Response:

Yes, I would like to pursue the case and have Time Warner fix the IPad app.

Business

Response:

On 9/*/14 and 9/**/14 voice mail messages were left. To date there has been no reply.

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: 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: I had never used Time Warner Cable. Optimum is the company that serves my area. I thought I have rectified the issue with Time Warner, as I have sent all the necessary information for there review, per there request. Recently I received a letter from Credit Collection Services dated 2/**/16. File number: [redacted]. There information at the Credit Collection Services is [redacted]; phone number ###-###-#### and call center support ###-###-####.Desired Settlement: Zero out the balance and remove any infractions on my credit report

Business

Response:

TWC requests party provide TWC account number and confirmation as to why account balance was, or should be, zero. Complaint filing provided no information on a TWC account.

Review: A few months ago, I called TWC to inform them that my bill was to high. I stated to them, that if they can help me out, I would be willing to stay with them. All along, I stated that my budget was $190.00 (inclusive of taxes). When I called rep initially, she stated that, with the current promotions, they would be able to meet my prices and upgrade my services. Every month since the initial change, TWC has not meet their end of the bargain and charged me $220.00 plus. For the past 3 months, I have called and complained, and begged, and every month, they provide multiple credits and state that the problems has been fixed and from now on I will pay my desired amount of $190.00 (inclusive of tax). However, TWC still continues to charge me way over the promised amount.Desired Settlement: I need an adjustment for last month so that the billing amount is $190.00 approx (inclusive of tax). I have confirmed with their agents that recording do exist. Every time I ask for the recording, they say they will put in a request but I never hear anything from them. I would like TWC to hear all of the recording for the past few months and give me what they promised me. Additionally, TWC refuses to put anything in writing when something is changed via phone. Other then the recording I have no support - However, TWC can see that they have messed up by all of the credits they have issues to be in the past - before this month. Every time I call TWC to cancel, they assure me that the problem has been fixed.

Consumer

Response:

After many phone calls to twc, it appears that they have resolved the issue. 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 had continual email sending issues for approximately 1 month. I tried to get help by calling TWC's telephone help. After a phone tree, you get a tech in the Philippines. I tried on 4 separate occasions to get the issue resolved. They basically have you go through the same series of steps from the ground up each time. Among other things they check server settings etc. On one occasion, I was on the phone for over 2 hours with the tech. They supposedly bumped the issue up to a higher level. That tech went on my email and sent an email which went successfully. They blamed my email client (desktop program). I've used it for years on two computers with no problems. I tried 3 other clients and have the same problem AND I have the same problem when I use TWCs own website. Not ALL emails will be sent. The problem seems to be related to any attachments or links in the email as usually plain text emails will send. I generally cannot forward a message with links or attachments. I have tried 3 computers and even gone to other WIFI spots to make sure neither the modem or router are at fault. It is always the same. Last Monday I went in person to TWC in Middletown. I was told that tech service would contact me by phone either that afternoon or the next day. They never called Monday or Tuesday. I went back on Wednesday. I spoke to a [redacted], [redacted]. She emailed tech service and elevated it to a level 3 whatever that is. She also credited my account at my request for $40.25. She said they would call me at 11:30 that day. At 12 noon I called her to report that they didn't call. She contacted them again and I was called around 12:20. I worked with that tech checking settings etc. We could not get it to work. He asked for some time and would call me back, which he did. He still couldn't resolve it and was going to send the request to the server group. They were to call me that afternoon (Wed.) or Thursday. They never called. I called [redacted] again this A.M. to let her know. They have not responded yet.Desired Settlement: I want the service repaired so I can avoid having to change companies and notifying all my contacts. This has caused a tremendous amount of time waste and frustration.

Business

Response:

On 4/**/14 a one month credit was issued ($40.25) for the HSO services. On 4/**/14 customer was advised issue is with link being used in emails, customer informed to use a different link.

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.

While issuing the month's credit is appreciated and certainly the right thing to do, unless you went through the experience of working with TWC for over a month to get it resolved, you can't fully appreciate what a frustrating experience it was. It took about 10 phone calls and two in person visits to the local office to get any satisfaction. The problem stemmed from the fact that they have a new email filtering system of some sort that for some unknown reason did not like one of the links to an organization I belong to in my signature. At the very least, they should have alerted THEIR techs servicing email users that this was the possible cause of customer email problems. That could have saved ALL of us a lot of time and aggravation. This is a classic case of the right hand not knowing what the left hand is doing.

Thank you for looking into the matter.

Sincerely,

Review: I cancelled TWC on january,**2014. I was charged for equipment that as per the customer service rep, "I did not return". TWC immediately sent this charge to a collections agency before issuing a final bill via mail, as the rep who closed my account had promised. I paid the entire bill of $226 when collections contacted me, which included a heavy fee for the lost equipment. A short time after I paid collections I received a bill from TWC for $75 dollars. Upon speaking to a representative, I was told I would be issued a refund of $226.96. The refund was supposed to be issued within 19 working days, it has now been 2 months and I keep receiving bills with different credit amounts.

I have called 3 times and have only been made promises that it will be mailed out in a few days.Desired Settlement: I would like my refund and to be finished with having to deal with this issue any further. They were very unprofessional during cancellation and have been no help in resolving my issue.

Consumer

Response:

When I was sent a 75 dollar bill after I paid the $226, I was told that it was an error. The customer service rep explained that a credit of $226 was owed to me and that there was no reason, just that the computer was showing a credit, in that amount. Last time I spoke with TWC was almost a month ago and the check was suppose to have been mailed after 19 business days. Now I just received a bill with a $75 dollar deduction from the original amount of $226, which brings my credit to $151.96. The bill does not specify the $75 deduction, just as a credit and one time charge.

I have returned all equipment to TWC and never received a notice to return anything in my years with them. I was simply told that equipment was missing and I would be charged. I don't know what kind of business practices they have when you cancel?

Most likely the money being credited to me now is overages from when you first sign up. Verizon Fios explained there would be a credit when I cancel TWC, as with all cable companies. I would like this matter to be concluded and not receive any further correspondence with TWC.

Thank you for any help you can give

Business

Response:

$151.96 refund is being processed and will be received within 10 days.

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,

The check arrived 2 days ago. Thank you for the help.

Review: This ongoing issue is nothing but tiresome and annoying. We upgraded our Time Warner Cable (TWC) account January **, 2014 with the understanding that we would receive a $500 promotional VISA gift card. This was the SOLE reason for upgrading. The issues started about two weeks after the original installation as we did not receive our "gift option selection" card in order to indicate that we wanted a $500 VISA gift card and not a tablet (As the tablet was a secondary choice). I had to contact TWC personally in April and confirm that the $500 VISA gift card was in process. Unfortunately nothing was noted on our account and this choice was news to the representative I chatted with. He said our choice would be noted and our card would be processed in 6-8 weeks. Long story short, and countless representatives later, we have only received two separate $150 VISA gift cards and have been told that that is our promotion we signed up for. I have 10 pages of word documents stating otherwise. Not only have we spent countless hours waiting to chat on the TWC chat, but we have made numerous phone calls with broken promises and empty words attached. We have had to jump through hoops in order to receive the promotion we were promised for upgrading our account. TWC offered an account credit instead; this was not the reason why we upgraded. I can only ponder how many other customers "settled" for the account credit.As we have completely exhausted our capabilities with contacting TWC, we decided to reach out to the Revdex.com. As per my saved TWC chat document, it is noted countless times that our request was received, and yet after months of prodding and inquiring, the promotion has still yet to be fulfilled.Desired Settlement: As this was supposed to be a promotion received since we upgraded our account with TWC, we only want what is due to us; the remainder of the original $500 VISA gift card. As we have received two separate $150 VISA gift cards, we are still due a $200 VISA gift card. We do not want an account credit as this was not the original contract upgrade.

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 received an email for Epix Channels for $4.99. When I called to get the package, they want to charge $9.99. The email says offers expires 1/**/15.

I received an offer email for Epix Channels for $4.99. When I called to get the package, they want to charge $9.99. However, they can save me money if I signed up for telephone services. [redacted] pushed other services 3 different times after I told him that I just wanted the Epix channels. Then the sales rep, [redacted], stated that offer was over but the email says offers expires 1/**/15. When I told [redacted] this, [redacted] said that it didn't matter. I have the email that I can send to you and the transcript of the conversation on the computer.

Can you please help? These people are unethical is their sales practices and I am tired of it.Desired Settlement: I just want the offer that was stated in the email sent to me for $4.99 for the first year. I don't think that this is too much to ask since they offered it.

Thanks for your time.

Business

Response:

As of 6[redacted]/14 customer was given Epix at $4.99 per month for 12 months.

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: On Thursday 6/** at 10am, I had a TWC technician (I believe he was subcontracted by [redacted]) come into my apartment to install internet/wi-fi. He ended up breaking a window in my living room when he opened it to see if there were cables outside. It was an honest mistake on his part.

He told me that his supervisor would be contacting me to come by my apartment. That day at 9:30pm, I get a call to my cell phone from a man telling me there is someone buzzing my apartment. I was having dinner just a few minutes away. I told him I could be there in 10 minutes, but he said they couldn't wait. I then asked why I was not notified they would be coming to my apartment, and he didn't have an answer. He said that someone would come to my apartment at 3-4pm on Friday (the following day) to survey the damage of the window.

I left work early to make the 3-4pm Friday appointment and that person never came. I called up TWC and they had no record of any appointment being made. I then talked to the TWC representative and he said they could send someone to survey the damage on Saturday between 9am-10am. I told him I needed it in the morning because I'm leaving for a wedding. I asked for an email confirmation, to which he said he could not give one. This is a constant trend in dealing with TWC in that they refuse to send email confirmation to document a conversation. No one has come today and I'm about the leave for the wedding. I called TWC to ask why no one came and they told me that a rep would be coming sometime between 9am to 7pm. It was supposed to be between 9-10am because I'm leaving for the wedding, which I made very clear.

The window company just came by to make an estimate and the quote I received for a new window + installation will be $327.55. They are coming on Monday at 10am to fix my window. I called TWC to set up yet another appointment and was given the 9am to 7pm time window when they could come to assess the damage. The window will already be fixed by the time the damage person comes. It's dangerous in that there are shards of glass and my window is exposed. I waited as long as I could, but I need to get it fixed and I do not want to wait and take the chance TWC never shows up.

I would like TWC to reimburse me immediately for the cost of the window/installation.Desired Settlement: I want TWC to pay me for the cost of the new window + installation, or $327.55 immediately, which I am going to have to pay for on Monday.

Business

Response:

Photos and information have been forwarded internally at TWC, issue is being researched and TWC will be in touch with customer.

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 received the money that I am owed from TWC, so this complaint is not resolved.

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

Sincerely,

Business

Response:

Customer has confirmed receipt of check and is satisfied.

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 requested from Time Warner cable repair service to have "their" cable wires removed from my air conditioner. Apparently, Time Warner attached their cable wires to my private air conditioiner equipment with oyut my say so. I was given a date of Monday -10/*/14 between 9AM-7PM for a repairman to remove the wires. Nobody call nobody showed etc. Time Warner happen to do a follow up call - I said nobody showed/called. I was then given a appt Sat. 10/** @ 8:00AM tech - came told me he could not remove the cable wires I said why not it's Time Warner's equipment and it's on my property. If I have my air conditioner removed the cable wires will be hanging all over which will be hazardous residents and the public. I need these wires to be removed ASAP.Desired Settlement: A TIME WARNER MAINTENACE STAFF WITH A TRUCK THAT WILL WILL HAVE ATTACHMENTS SO IT CAN GO UP TO THE [redacted] FLOOR AND REMOVE THE WIRES FROM MY AIR CONDITIONER.

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 cancelled Time Warner July 2013 and switched to [redacted]. I scheduled them to pick up the equipment as I was going to be out of the country for the next two months (but my roommate would be home).

I get back to NYC at the end of September to find out that they never came and they would not allow my roommate to drop it off because the account was under my name. So I call them and fight them for months, waiting for calls back that never happen, being transferred back and forth to people who cannot or will not help me. At this point, the so-called $400+ charges/fees that they think I owe has gone into collections.

Finally! Finally! A “[redacted]” in South Carolina calls me back in December 2013 and states that the account has been cancelled officially and they will remove the charges from debt collection. I saved his voice mail with this promise, as well as saved the letter from the debt collectors that the debt has been removed.

Fast forward to May 2014, I get a collection letter from a different collection agency. I contacted the debt collectors and they informed me only Time Warner can remove the debt collection case on me. Since then I have been fighting with Time Warner. I refuse to pay for a service I was not receiving! I have been using [redacted] since July 2013 !!! It is not my fault that they did not show upto pick up the equipment after I scheduled so.

Every time I contact Time Warner, which has basically been a bi-weekly event – I keep getting told that some one from the mysterious charge off department will get back to me this week. And I go through this every week, threatening to sue (at this point, I am gathering a group of people with similar issues to take action) and so on. However, the Charge Off department does not have a direct line or a name of a [redacted] that I can reference.

I am exhausted fighting them and am furious how this has ruined my credit. No one will get back to me with a resolution and when I call, I get the same runaround story. It is absolutely ridiculous how this company is allowed to treat people and steal their money for services they did not receive.Desired Settlement: Remove my name and account from any and all debt collectors

If this does not take place soon, there will be a lawsuit in the near future for these unauthorized charges.

Business

Response:

Time Warner Cable has recalled [redacted]’s delinquency from the CCS collection agency, and [redacted] no longer owes any money this matter. The CCS collection agency was unable to send correspondence to [redacted] regarding this resolution; they noted she requested no further contact from their office. However, they advised that [redacted] can go to the CCS website, [redacted], at her convenience, to print the confirmation letter on the disposition of her now-removed delinquency. In addition, the adjustment to [redacted]’s former Time Warner Cable account resulted in a credit balance of $113.63. Per our Banking Services department, a refund check has been processed and is being sent to [redacted] at her [redacted]. [redacted] should allow 2-3 weeks from 11/**/14 to receive the check. I left a message for [redacted], 3:45p, advising of the resolution in this matter.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted]. I will believe that response when I see it actually happen ... when I physically receive a check from them and when I can go more than a few months without a collections letter. Also, I never stated for them to not contact me, not sure what they mean by that. I have been trying to get an answer from them for over a year.Will be sure to keep Revdex.com updated if this is not resolved within a month.

Sincerely,

Review: I have experienced service problems since February which have not been resolved. My service goes out several times a day, sometimes for as long as 20 minutes. All my services go out: cable TV and Internet connections. I have called TWC at least a couple of dozen times and have had multiple service visits to my home over the span of six months. My service problem continues. I have been severely inconvenienced by this problem. I have shown more than expected patience and good faith. TWC cable has reset my box, changed the box, changed the splitter, checked wires in my building's closet, checked wires in my home. They told me my router was the problem; I changed routers and the problem was identical. Nothing has helped. In addition, even when connectivity is not compromised, my channels go out. My on demand in interrupted all the time. I experience pixellation repeatedly.Desired Settlement: I would like to be refunded for all charges since February [redacted].

Business

Response:

[redacted] sent a contact email on 8/**/13 after being unable to reach the customer by phone. There has been no reply as yet.

Review: constant and repetitive cable tv and internet interruptions for the last year, despite hundreds of calls and service fixes... weak pixelating signal with no audio, days without internet service.

Time Warner is good at apologizing without fixing the real problems. Lack in skilled customer support, not providing a service as required by the FCC.Desired Settlement: strong TV and Internet signal..

Business

Response:

On 12/**/13 [redacted] apologized and promised internal follow up.

Review: My Time Warner account is past-due, and I need to pay it by 3/--/2014. I will be paying it on 3/--/2014, and called them to let them know. Last week, my phone, which is included in my package along with the Internet, wasn't available for a day. Now, my On-Demand channels, which are included along with the premium channels I pay for have been turned off. I called to find out why and a recording told me until I pay, I won't be able to get them. When I asked for service support, it kept sending me back to "pay your bill online". Now, I pay for On-Demand along with my premium channels, Am I going to get a credit back for the service that was withheld once I pay the bill? Also, this was the 3rd. time since February that I had no phone service. I don't know if it is intentional, but I am a cancer patient- I NEED THIS PHONE. I have called about this before and all they say is sorry. Another thing is, if I were a new customer, the service I pay $129- per month for would be $79- with an additional premium channel. How can this be legal, to discriminate against older customers? If they weren't a monopoly in my area, I would dump them for another service.Desired Settlement: credits for phone downtime, which I have reported, credits for On-Demand and the part of my original contract that shows they can do this. This is like having phone service, and when you bill is late, they disallow you from making long distance calls.

Business

Response:

A service call is reserved for 3/**, 11 AM to 12 PM to address the service issues.