Internet went out all day Sunday. I called and talked to their computer (I'm not worthy of being offended by a human, as in the past), which told me my area was experiencing a widespread outage and offered to call me when it was resolved. An hour later their computer called to tell me it was resolved. After another hour, it still wasn't working. Color me shocked. I called again, talked to their computer again, which was freaking irritated with me and whined that I already asked them to call when the outage was resolved and they hadn't. Not only is their TELEPHONE COMPUTER rude to people, but it's too stupid to know that it called me to lie to me! So they've now perfectly automated their famously patronizing, rude customer service with incompetent telephone computers. Well done, TWC! Hope you go bankrupt ASAP! read more

Do not get TWC services in the Arlington area unless you want constant outages that happen every weekend out of no where. And when called about it the robot tells you that they are working on it and you can not talk to anybody about it. You can't even vent your frustrations over the fact that this keeps happening and they don't fix it. Their outside equipment is shoddy at best, their technicians obviously don't know what they're doing, and the customer services shies away from answering questions. read more

Extremely poor customer service. Bait and switch on the Direct TV contract buyout! We were moving Direct TV service from Oklahoma to Arlington and heard about the contract buyout with Spectrum. We did everything Spectrum asked: 1) Opened account with the Spectrum "triple play" (even though we don't need a home phone) 2) Cancelled Direct TV 3) Filled out "Contract Buyout" form for Spectrum 4) Attached final bill from Direct TV The contract buyout was denied! I called customer service and explained that the salesman told us that the different address was fine since we moved service and that the only reason we were going with them is the contract buyout. He explained that he couldn't do much over the phone and that we should go to the Spectrum physical location on Matlock. We went to the location and a guy named Gabriel told us first "We don't do anything with that, you need to contact customer service" We explained that customer service told us to go into the location. He said "There's nothing I can do because the address is different on the Direct TV bill". We said "Let's get a manager or supervisor involved because we know what we were told by the salesman and customer service". Gabriel responded "There aren't any managers or supervisors here you can talk to..". We said "Are you telling us you are willing to lose our account and us as a customer because you refuse to give us customer service on this issue?". Gabriel quipped "I am giving you customer service, there is nothing I can do!". We said "Please give us your name so we can escalate this matter". Gabriel said "I don't have to give you my full name, you just need to tell them it was Gabriel at this location. I'm the only one and I'm not giving you my personal information." We told him that we would just get our equipment, return it, and cancel service. He seemed fine with it and just called the next customer. I rarely go this far with anything because I've been in customer service most of my life and can empathize with Gabriel, however, I have NEVER told a customer "There is nothing I can do for you and you cannot talk to my supervisor.". Unacceptable. There is ALWAYS a supervisor that can be contacted. This is by far the worst customer service failure we have ever experienced. They have lost our business for sure. read more

Same crap just a different name. The service in this place was terrible. Came in to replace my modem and they took nearly an hour to get a working modem. The place is seriously understaffed. Pay an arm and a leg for service and they provide a skeleton crew to operate this place? read more

I have been trying for over six weeks to get my problem taken care of. I have been lied to num erous times, no one shows up for appointment time. I had three apts. yesterday and no show. I asked to speak to manager today, no way will anyone connect me to any manager. Time warner is the sorriest excuse for a company I have ever had to deal with. I will never recommend them to anyone and will do all I can to discourage anyone from using time warner for any reason. I HOPE YOU GO BELLY-UP. read more

Avoid Time Warner at all cost. They seem to be short staffed and if you visit the location you will wait just as long as you would when you call customer servicer. This is the prime reason to leave them, if service means anything to you. Even after I canceled service and called in to receive my refund, they stated it would take 3/4 weeks. They would not accept consumers stating they needed 3/4 weeks to make a payment. read more

Do not use, go with anything else. Install never completed, internet speeds are ok when it works (almost never) and the customer service is a joke.... Literally thought i was on a punked show or something. Spent dozens of hours trying to get multiple problems fixed, never helped, it was always someone elses problem. " we will send some one out, give us 3-4 weeks" numerous times. Then when i finally removed the 20m cable they never buried that spanned 4 drive ways for 4 months, they have the nerve to charge me a tampering fee and turn my account over to collections, even though i hadn't received service for months. Absolute joke of a company. Cant say enough bad things about this company, not without swearing. read more

We had been Time Warner Cable (twc) customers for well over ten years. We discontinued our service and returned all twc equipment to the Arlington office. We ensured that all the equipment was accounted for and was given a receipt. A few weeks later we received a letter from a collection agency saying we still owed twc more than $150. We contacted twc and asked what the charge was for. We also asked why hadn't twc sent us a letter indicating that we still owed them money. We couldn't get an answer. They were charging us for a modem that we never had. We had a technician come out to improve the speed. He changed the modens and took the old one with him. We didn't think about getting a receipt. We paid because we didn't want any negative credit remarks, in the middle of buying a house. My advise is to get a receipt for everything, payments and equipment. read more

I have used ATT uverse, direct tv, dish over the past ten years and time Warner is the worst I have ever used!! I pay extra for hd it won't come in at all and if it does it is so messed up you can't watch it. Getting no help from customer support every time I call them they have me unplug the unit and wait 30 sec. and plug back still no better. The remote is almost impossible to use. What ever you do DON'T use twc!!!!! read more

Great service until there's a problem they think it's OK for customers to go 5 to 6 days or longer without service before a tech comes out. I wish there was an alternative for high speed internet in this area because I would drop them in a heartbeat!! read more

So I called Time Warner about their internet service for my business. They asked what type of business and what you need internet for. I told them. They recommended the Ultra300. I agreed to it and they schedule an install date. I went to the office to wait for them. They never showed up all day. I called and asked what happened. They said "Sorry" and re-scheduled to a week later. That week I went to wait again. Someone showed up and said he was having an issue installing. He called his supervisor and supervisor came. He looked around and told me I had the wrong service and that I should have commercial not residential. I said I ordered what your sales rep recommended for my business. He said he couldn't install it. I then received a call from them the next day from a rep telling me there was no reason for not installing that service there. I said "tell that to the people who came yesterday". She said she would find out what happened. I called to cancel because no one was installing anything and they had already been paid 87 for the installation. They said they were sorry for what happened, that one of them had obviously given me a wrong recommendation. that they could offer their business class service. I chose a service and told them I have been waiting too long already for their service and asked how fast could they do it. They very soon within 24 hours. I said ok, they sent me the contract and I e-signed it. as soon as I signed, now they are telling me it won't get installed until next week. What kind of bs is this, Time Warner? at least it is recorded. I told them the order is contingent upon the installation date and their contract is worthless unless they can install as promised. You decide if you want this service. read more

I am sorry to see so many terrible experiences from people but, over all they have been great for me. I have to say that the service has dramatically improved over the last year. The speed was great before 25-30 download and 2 upload but, now it is 115+downlaod and 10-15 upload consistently. I had a little issues at first about 5 years ago and they were very good to come out and repair issues. I have not had anything but, a great experience with them. read more

On July 3rd while i was at work a cable tech entered my fenced back yard without my permission, and without the landlord's permission, to install cable at my neighbor's residence in Arlington on W Pioneer Pkwy. I came home to orange cable wires laying on the ground in my backyard and my little chihuahua missing. Jazzy got out while he was installing the cable wires. After posting my lost chihuahua on several websites and on Facebook I was contacted the next day by someone who saw her laying on the side of Pioneer Pkwy, deceased, after being hit by a car. After this experience, I would never consider doing business with Spectrum. read more

Time Warner Cable/Spectrum Cable, whatever you call yourself, you are THE WORST company I have ever had to come across. Not only does your web assistance department suck, your customer service department does not understand the meaning of Customer Service. There is NO reason I should have to sit on the phone with an agent for over an hour to be able to log in to the website to process a payment for me not to be able to log in once i disconnect with the agent. This is the sixth month I've had this issue and every call I make is an hour plus!!! Why not take the damn payment, waive the processing fee, and send a ticket to the IT department because CLEARLY THERE IS A PROBLEM!!! Not only that, this company continues to transfer my services from the home I currently reside in to my old home address, WHY?! I am DONE with this company! read more

I have tried to give Time Warner the benefit of the doubt through the years. They just suck...plain and simple. I tried to switch to their internet service. I signed up online and was given the option to have a technician come out to install for $14.95 or pick up the 'easy internet kit' for free. I picked up the kit and needless to say, I never could get an internet connection. I called tech support and they couldn't help. I was eventually told that because there was no Time Warner service in my home within the lat 90 days I would need to have a service tech come out for $29. WTF???? Misleading much? I canceled that crap. They make me sick. read more

Have ATT and was desperate to try anyone else. Signed up online for service and was supposed to have tech deliver modem, miscommunication with delivery (or so I thought), so I opted to just pick up my modem at this location. Walked in got my modem and was told service would be on the next day. That was a breeze, CS was (nothing spectacular) ok. Hooked up modem the next day and no service. When hubs got home, had him check to make sure I did it correctly. Everything hooked up right, no service. Contacted TWC CS on the phone, told a tech would have to come out to switch the lines from ATT to TWC. Would be out by anywhere from (5PM at the time) to 11pm that night. Tech came at 9 and couldn't switch the line bc the box was in our neighbors yard and he couldn't gain access. Fine, he would come back the next day. Never heard back from them. A couple days later I used the chat to contact them (So I had records of the convos) and they said they'd get someone out between 8am and 11pm the next day, this is 4 days after our service should have started. Weekend came and went, no service still, contacted again and told I wanted to cancel. They said they didn't have any record of having someone out to service the line, they could arrange for someone to go out the next day, 8am-11pm. That was it, cancelled before I even had service. Should have known better. TWC reputation precedes them, but I was willing to try anything. Back to ATT for now. :( read more

its wednesday... 1-16-2019..at 2:15pm..i called to see about needing a statement of prior billing and was given the number to call which is the front desk needing to speak to gloria, an older black woman. who had tried to asisst me in this matter when i went un person to the matlock location. i have been waiting for 3 weeks now for this information, haven't heard from them since... when they were suppose to reach me when it was available for pick up !i explained why i was calling.. i can tell it was a young white boy who answered, he just said, it wasn't a call center and hung up on me! that asshole didn't realize that it was given to me by gloria.. there worker, there fucken fault.. not mine! just feel like going in person and find that bitch and make a scene, telling him off, so he knows he fucked with the wrong guy! also people that are there waiting for whatever reason can see whats to come and eventually will happen to them... theres plenty of negative reviews here, happiee to see, im not the only.. one! workers at mcdonald's down the street make much less money, and have a billion times better customer service than sorry bitch-assss spectrum... thought, they hired customer service skilled people... obviously nooooooot! read more

I have been a Charter/Spectrum user for many years. I am approaching retirement, and am trying to reduce expenses for items which are necessary but expensive. One being Internet. Today, I am told that once you are a customer and your offer expires, you are no longer qualified to sign up for another more reasonable offer. So after the offer expires your are victim to the constant increasingly high prices. I foolishly signed up for a "triple Play" offer. I was told this morning that if I keep my service, I am locked into this offer, or change to full price service. Also I am told that in one year, I will be given service at full price, with no chance of renewing at lower prices. Then today I realize that my relative new Samsung TV is not a smart TV. Trying to call and get a CABLE Box ordered at an ADDITIONAL expense is almost impossible, because the expensive prices we pay do not pay for a person to help you on the phone, just a voice box with preprogrammed questions and answers. WHAT A SCAM!!!!!! This is not customer service, it is time consuming and a rip-off. Hire people to answer the phone. read more

Twc sucks. Technicians don't show up when scheduled. We spent one whole weekend waiting to have are newly installed service fixed, becaused it quit working as soon as the initial technician left. After being told we would have to wait three more days for a technician, we decided we didn't want their nonexistent service. after getting a full refund of our initial 235.00. We now have a collection notice for 46.00. they say we still have to pay for the installation. read more

I signed up for TWC since Sudden Link is not in my area. I can tell you one thing, TWC is the worst internet service ever. I had to call 6 times the day the man came to install it. He delivered the equipment and just left. I paid for it to be installed. If it's raining, snowing, sleeting, sunny, or any day ending in Y, my service is very slow. I even paid the extra 10.00 per month for TURBO speed. Geez! Just 7 more months and I can go elsewhere! read more

I decide to cancel my account in February 2014 after paying around $70 a month for 20 mbs download and 2 mbs upload speeds. I first had to spend 22 minutes with a guy on the phone from the cancellation department pleading to cancel my account. Finally, I thought I had. I returned the modem on the next business day. A week later I started getting calls for install service. I called again saying that I had cancelled. They apologized and said a wrong code was entered. I thought it was handled. Then they continued to bill me. I called again and was told they would refund me the money in three weeks. Not quite sure yet if they will continue to charge me so I notified my bank and asked to close my account. If you have another option, chose the other option. If not, do not sign up for auto-pay! read more

My appointment wad re scheduled twice because of their incompetent cs reps. When someone finally came out they didn't knock on the door or anything so around 7 o.m I called and the rep says they already came out. I told her my services were not working so so she says well it must be an inside wiring prob we have to send someone out for that. So I ask her why did they request someone be her 18+ with i.d if they did need to come come in. Anyways long story short I was told the tech came to turn on the service outside they rescheduled me 2 weeks later. And SAID if anything sone came up they would contact me. Yeah right... so 2 weeks later a tech comes knocks on the door ch we cks the outoutlet says I'll be right back 3 minutes later ge says your all set ... the service. Wasn't activated from the outside so as as aspect ed Noone came out the first time. They are good at apologizing but I'm sure they do it enough. They take advantage of the fact that their only real competition is at&t and because their rates are much a lower than at&t they just give people people the run around. read more

After having my account with Time Warner now Spectrum for a few years I found my monthly bills approaching $200 for TV and internet service that would often go out and become unavailable for days until enough complaints had been logged to actually send a truck with a tech out to correct the problem. I'd had it. I went to the Spectrum office located on Matlock to return all their equipment and close my account on 2/14/2018. Yesterday 4/10/2018 I received a bill in the mail from Spectrum for $548.36 for services up to 5/10/2018. I called their customer service and was told that they didn't have a record of my closing the account and they couldn't help me. I'd have to take my paperwork and receipt for the returned equipment back to the Matlock location where I'd have to prove to them that I no longer had a open account with them. Wonder how they couldn't figure that out themselves when I'm not connected to any of their services for almost 2 months? Very hostile woman there at Matlock office who collected $59.68 for 4 days of service that was left of my February billing. I did not receive a copy of my final bill. I have no idea what charges I was paying for probably some late fees because they thought the account was still open and I hadn't paid my bills for a couple months. That bill for the $548.36 was the first communication I received from Spectrum since taking their equipment back on 2/14/2018. Guess it's better than they demanding I pay $548.36 bill for a closed account. No one apologized for the mistake. And like I wrote earlier the customer service number that you call is worthless. They weren't able to take care of anything to solve this mistake that Spectrum was responsible for. How come there is such high turnover employee rates there? Why do they not train their employees properly? Why wasn't there a supervisor or manager available to help me with my problem? Why isn't anyone there interested in figuring out who "dropped the ball" to close my account so another customer wouldn't be inconvenienced like me? Why aren't they interested in improving CUSTOMER SERVICE? What Customer Service? They don't have any. What would have happened if I had moved to Anchorage, Alaska? Would they pay for me to fly back to Texas to take care of this mistake they caused? Remember they said I'd have to prove that I had returned their equipment because they didn't have a record and had no way to verify that I had closed my account. Wow. This a quite the messed up company. Hope you Spectrum customers out there are doing better. And watch those bills start climbing each month you'll be paying over $200 before long for lousy service, no service and a company that doesn't know what service means and doesn't care about you. Horrible, horrible experience with them. Never ever again. Too many other choices out there now. read more

internet goes down everytime it rains to repair takes 1 to 2 months to actually get a line tech...who just patches the problem never fixes it. worst company ever!!! read more

Beyond horrible. I don't have TWC but the man came to my door and asked to get in my yard because neighbors were having problems. Of course I did. Then he comes to my door and informs me that he's hung a huge orange wire across my fence but not to worry because they'll be back on Thursday or Friday to put in the permanent wire. It's been over 2 months and numerous phone calls and work order numbers and each time there is a different excuse. My husband came home and said, "Hey, TWC trucks are out there. Are they fixing the wire?" Went in my yard and didn't see anyone. Then the trucks drove off. I had been in the shower. Go outside to let my dog out and can't make this up....they put a different orange wire across my fence. Are you kidding? Now I'm sitting waiting for a supervisor to call me. I'll want to talk to the supervisor of the supervisor at this point. Beyond ridiculous. No wonder we don't have TWC. ATT is nowhere near perfect, but this is the worst company I've ever dealt with EVER!!! read more

signed up under a promo to receive a $300.00 visa card after 3 months of on time payments. giving it time to process i called to check up on it and now they say i needed additional info and because they are not time warner, but spectrum they do not have to ful-fill the promo. so, still time warner in disguise. will be yanking this company out of my house. my suggestion is to believe all the things it was, it still is. read more