We recently had our modem upgraded to 1gig and removed our cable but kept the home phone. The charge for updating the modem was $200.00. The update took three tech visits to getting the speed working property. In the end they ended up replacing both the modem and router. Also we were going to a Spectrum phone which ultimately turned into a disaster. An individual in customer service, not even in noble retention, told my wife that it was declined due to fraud. An individual not in a specialized department should not be answering questions they should be transferred to the proper department. We called and canceled the order and were told that it was not fraud but still pending due to the documents that they requested. Believe me the order is now canceled. On top of this I requested to be transferred to a manager. This, so called manager, was rude and never offered any empathy or apologies ( OUTRAGEOUS)! The first rule in any customer service department is to offer empathy and apologies when appropriate. He violated ever customer service guide line that I was ever taught ( I use to be a retention agent ). I requested that he pull the phone call between my wife and the customer service representative who told her that it was fraud and than hung up on her. Spectrum needs new management and better training if they are ever going to complete with the likes of Google. UPDATE: If I could change this review to a 0 or negative it would be more appropriate . I just received our bill and we only received a $10 credit when we were promised another $20.00 credit. Spectrum needs an entire management overhaul. read more

I almost left a positive review but then I realized they have misled me. After just spending 55 minutes on the phone with them, I am so frustrated and feel so ripped off. Back in August I signed up for their Intelligent Home service, we ordered window and door sensors, a smart tablet that controls everything and a camera for the front door. The system as a whole works fine, but I was told that after three months of on time bill payment they would send me a $250 gift card. So of course I pay these outrageous bills on time which is combined with my internet bill, because I DESERVE that gift card. The sales rep that sold me on the security system upsold me on the system based on the fact that I would get the gift card. I called to inquire about my gift card and they told me that the promotion ended July 31 2015! I got my service installed on August 10th. The rep I spoke with today was condescending and literally argued with me the entire time about how I should have known the promotion ended before I purchased the service. Besides the lying representatives just to get a sale, and the condescending attitudes, the actual internet and intelligent home security system isn't bad. And their techs are friendly. If you are offered a gift card don't expect to get it at all. And don't call to ask about it because they will accuse you of lying. read more

I almost plugged my internet cables into a potato, seeing as the potato would probably give me comparable internet access and not cost me $80 a month. I have lived all over the country, and Spectrum is the worst internet provider I have ever dealt with. From the poor internet reliability, to the misleading advertising, to their rude customer service; I would use ANY OTHER services if they were available in my area. When I reached out to Spectrum to bring up my dissatisfaction with their company, the customer service representative actually laughed. Once AT&T starts serving my neighborhood I will switch over immediately. read more

They are the worse. Customer service hangs up. Very frustrating​ to deal with. Going Direct TV.

I'm new to El Paso and we tried AT&T for internet/uverse. Big mistake with several hours on the phone trying to resolve the issue. We cancelled AT&T and braced ourselves for battle with TWC but were surprised! Walked into the airport location and was helped in less than five minutes. Service turned on the next day and is almost as fast as advertised. Got a further discount for automatic payment. Only thing hokey was they required a deposit. Seems my credit score of 835 wasn't high enough? Really? read more

Same service as At &t! Except at least at&t tells you after the promotional time rates will go up. It still takes a long time to speak to and agent. The retention office told me to basically go back to at&t! Eff this company. I'm opening up another business.... these jerks will not be used!!! read more

I have been on the phone over 66 minutes trying to downgrade. The girl is giggling with all the other reps in the background and keeps putting me on hold All in all she'll take 16 dollars off my bill but it will be an increase from what I'm used to. This is for a downgrade mind you. This is why monopolies are bad read more

because they do not have negative stars! By far the worst customer service! Services only work 70% of the tome and they abdolutely do not care about customers. I find it entertaining that minimum wage employees tht work at the satellite offices are sooo smug. UVERSE baby! Screw this horrible monopoly! I bet their smug employees have no clue what a monopoly is! read more

Avoid if you can. I called twice to verify services before I actually paid to get the services. When I called to cancel my month to month services I was told the opposite of what I heard on my initial calls. After 3 months I am still trying to resolve this. read more

The price for internet and tv just got too expensive. Now that spectrum mandates a cable box it makes the decision easier to cancel cable tv and just keep the internet. If you live in El Paso you can get all of the broadcast networks through an HD antenna that sells for about 15 bucks at Walmart. read more

If I could give this company 0 stars I would. I'm surprised they're still in business considering their service is so crappy and their customer service is even worse. Their service is always going out. We have had a tech at our home like 5 different times in the past 2 months and nobody seems to be able to fix the problem. Seems they only hire idiots to work there. The internet is always intermittent...we have service for about half the day on a good day. read more

The only game in town -- unless you want DSL for internet service or DISH for TV. Internet service in my home is VERY intermittent, it goes out DAILY - while in use!! Although repeated service calls through the years have resulted in technicians stating there is a "weak signal" coming into my home, nothing is ever done about that (it is THEIR damn lines so FIX IT)! The WORSE thing though, is service calls being outsourced to a foreign country - accents and idioms almost impossible to understand. If I call technical support, that means I have ALREADY RESET my modem prior to calling, with no luck-- but they are going to make me repeat that action! Let's not even get into the games they play for rates! Get service somewhere else if you can!!! read more

I wish i could post zero stars. I called to cancel services with Spectrum for my 87 year old mother on a fixed income. The service was cancelled in the middle of the month. Spectrum refuses to prorate and is essentially taking the money of an elderly woman's sole income. Spoke with a supervisor with a condescending tone who had no empathy for my mother's situation. Spectrum has no moral compass and provides bad service to begin with. I strongly recommend choosing a better service provider. read more

Finally fed up. Had time warner since 1998. My DVR records only what it wants, most shows freeze, stop after 5 min or give me a black screen. I can put up with the lousy CS, high bills and lousy tech support but this DVR issue that no one can solve causing me to lose all my stuff is the final straw. read more

My father, who is in his 90's, had been a loyal customer of Time Warner/Roadrunner Cable for many, many years in El Paso. He had always subscribed to the most Premium service package. Recently, I had to move him to an assisted living center. I received a bill for nearly $500.00 for missing equipment. There is no negotiating with this organization, despite the fact the equipment was very old and dated (someone had broken into the house and took the cable box so I was unable to turn it back in to TWC). Within 3 months, the bill was with a collections agency and my dad was receiving threatening letters. I recently paid the bill off entirely, on my father's behalf, because his limited income could not cover the expense. Personally, I would steer clear of this company given my experiences trying to help my father. read more

Do not get apple tv from spectrum it is a not what they promise. spent 5 hours trying to set up apple tv because it wont download apps without an itunes account that apparently no one in any department, including apple itself, knows why my AppleID is not working with itunes. Then I try to cancel service and they hit me with you have to pay $183.00 for the box that doesn't work because I tried it out and took it out of the box. They're sneaky way of charging this is verbatim : "Your apple tv device can be returned for a refund within 14 days from the date of purchase. But it is not returnable/refundable if the shrink wrap has been removed". If I can't try out the product then how would I know if it works? Spectrum is a very uneducated third party seller for apple and knows absolutely nothing about what they are selling and are trying to increase their bottom line as usual. buyer be very aware read more

Spectrum - Definitely read this that comes in the shipping box before you open appletv - Television Service Providers Near Me - El Paso, Texas

If I could give them ZERO stars I would. My bills are consistantly wrong!!! when i call them NOBODY knows what they are doing i spend an average of 2 and a half hours on the phone with people who have ZERO customer service. They each make promises to me that nobody keeps. They lured me in telling me that I would get free instillation WHICH WAS A LIE!!! it was only after i called 5 TIMES and spoke to 8 different people each telling me something different that the adjustments were made and even then they didn't do it right. It is impossible to figure out anything with this company because their employees are idiots!There internet connection is lost regularly, cable skips and doesn't record full shows. If you are considering Time warner dont waste your time!!!! read more

Shittiest customer service in the world!!! I walked in to give them back a "brand new" box they sent me, it was all banged up and scratched up, not to mention it was out of date. I walked in and I ask if someone could take care of me. Some stuck up lady at the counter didn't even give me the common courtesy of greeting me or even looking at me and scoffed at me., just pointing at the next customer service agent. She's was rude. The agent was nice to me and I thank her for being so kind and courteous to me and giving me the courtesy of looking at me when she was addressing me. The other agent got pissed and asked me if that was a shot at her. I responded yes it was, she obviously knows how to treat a customer. Then it turned into her acting an ass raising her voice at me. This place sucks and so does their service. read more

We have been a loyal customer for over 2 years now. The first 6 months was great. We had a great deal and some super fast internet. We paid maybe $40 a month. Then as time goes by it raised to $49 and our internet got incredibly slower. Now on year two, our bill just increased to $63 and the Internet only works if one electronic is connected. This is ridiculous. The more loyal a customer is the more you have to pay. We are PCSing out of El Paso and we are never using time warner cable again. read more

I had Time Warner in El Paso TX since it was in Beta testing (I was one of the testers). After I moved to an area by Mesa and Executive center I had them for another 16 years. Lots of complaints but they always manage to make up for them and fixed the problems. Since they change to Spectrum I noticed a tremendous drop in customer service and their QOS was down as well. After several complaints to them that went unresolved and were just unnaceptable I changed to their main competitor even though I got a lesser speed connection. It is mesmerizing to see how Spectrum did not care about customer loyalty. read more

Sucks. Internet always goes out. "Turbo speed" my butt...what a waste of time always having to call customer service/get a technician sent out. Can't they just fix it the first time around?! At least the people on the phone are nice. read more

Disconnected our services yesterday! From the beginning misleading talks with sales reps and prices are ridiculous!! We went back to a company that is willing to help and provides great service. read more

Bad customer services. There was no one waiting in line and this customer representative was basically pushing me out of the door by the way she talks and her body language. I hate when customer rep at companies like these makes you ask 5 questions before you get the answer you need to know. You should be able to answer my questions to the point. Sell me your product don't act like you are the customer and I am the representative. All I want to say is be Confident and talk clearly and in professional way. Supervisor, please look into this issue as I am not the only one with this concern. read more

The only things I've done with time warner is go in to buy wifi, and they were awesome super speedy and super helpful. My internet is blazing fast too. I have no complaints yet, I may update the review later but so far this company is great. read more

I love the internet sometimes... It always goes in and out, its not always steady. I got the cable box as well not even two weeks later it was cut, they said they didn't make the payment the right way as if i didn't make a payment. I was on the line for 3 dam hours and didn't even get anywhere i couldn't even speak to a supiviser. I left a voice mail for the supiviser and i didn't get a call back. I get my bill and i am being charged 12.00 which i don't mind but when i pay the whole thing up front i don't expect a bill... Come to find out they screwed me over again. They didn't charge me for the cable box when they had told me i do not have any balance left which woukd have been nice to know in the begining instead of getting a bill of oh hey here is what we forgot to charge you... Im only staying with them for there internet.. Thats it read more

They charge $65 DLS for the fastest internet but give you the lowest one, be careful , just notice after 1 year and they said it was my fault for not reporting them, not even got a credit , do not use this service, they don't care. read more

I'm not impressed with time warner. We have only the Internet service, the faster that they offer. I pay about $80 a month and my internet goes out at least once an month and we can't stream on two devices at a time. My husband is a gamer if he is online I can't watch Netflix without lag or buffering. I've had two techs out to my house and nothing ever changes. Cox communications need to come to El Paso. read more

Spectrum Television is complete garbage! You need DVRs in every room because they are not on a network and the guide does not even work several times a day! A television antenna on your house would be more reliable! I would give them zero stars if it was possible. Get a VCR and you would get better service! read more

I wish that there were other options. I am constantly calling to get help and all they offer is a credit for the day without cable.

A deceiving company that lies about promotions to try and get you to stay with them and tells you you just don't want the promotion. How is it a promotion when you want me to pay more than I already do?! Only wanted internet and made that very clear and was told to call when my contract ended for the promotion which turns out to be a bundle with cable (which I don't need) and of course is more expensive. Doesn't help when customer service is rude too trying to talk over me when I explain what other representatives told me. Taking my business elsewhere! read more

I was forced to go with TWC because my apartment complex has a contract with them, and nobody else is allowed to provide service. (Is that even legal?!) I have problems since the beginning. Internet speed fluctuates like crazy, my cable box has been garbage since the beginning, they wanted to charge me 30$ to come install a cable jack into my bedroom, (shouldn't the apartment pay for that?) and more recently I found out that if my apartment complex changes their contract with TWC my bill amount can and will change without any notification to me at all. (suddenly it was 30$ more one month) Now, to top it all off, half my channels have become pixelated and unwatchable, and the soonest they can get a tech out is in a WEEK! (oh but they took $10 off for my "inconvenience" . I am beyond done with these people and as soon as I move I am getting rid of TW and going with dish network. read more

Worst service ever the people are rude understaffed and incompetent at their jobs. The ladies that work the front desks look like they need a coffee break all the time and leave place empty when their is over 40 people waiting. read more

If I can rate spectrum with negative stars I would do so! I spent almost an hour on hold before I actually spoke to someone trying to resolve the issue and when I finally get to speak to someone he doesn't ask much but just says there is an outage and there's no much he can do. I understand he can't do much about an outage but when I asked for more information about the outage Matt became annoyed and basically told me that since there was a high call flow he couldn't help me much. I am upset that this is the company we have been with for so long. Every time I call the people there are so unwilling to help even when trying to lay a bill.. smh read more

I have been recently a consumer of Dish, AT&T, Direct TV and now Spectrum. I must say by far Spectrum is the worst. In every area except the NO Contract. This is the only reason why I decided to switch to them. The picture quality is the worst and they don't have as many HD channels. The functionality of each dvr box is nothing like Direct TV or the best one, Dish. Spectrum 's cable lacks in audio High Fidelity also. Ultimately, I went to Spectrum to get out of my contract and a little bit better pricing. Also Spectrum Internet is problematic at times. I realize you might ask why I went with Spectrum and the answer to that is they bought out my 2 year Direct TV contract. I rather be contract free then have better quality TV. An who knows how long they will offer contract buy outs. Just as in cell phone contracts, cable / Satellite TV contracts will be of the past. read more

I disconnected Time Warner after a year. Internet was pricey and local basic channel in El Paso was over 20 bucks for nothing but Spanish channels in El Paso Texas. Customer service is horrible, customer staff was unable to transfer service and could not verify if their service availability within El Paso city limits. Customer service reps were always joking around in the background. Thank goodness for UVERSE ,they were able to provide internet service the following day at twice the internet speed and for 150 channels. read more

Coming for Juarez where I had Cablemas this internet that's supposed to be 20MB is no where near that. Cablemas was very fast and the Telmex DSL I was paying for a 10MB line but getting 17MB. I just can't believe how slow Time Warner is here. I've only had it for a few day's so I have not experienced the outages yet but it does not look good reading through the other reviews. read more

As soon as Spectrum took over my service has been sub par. I frequently buffer and time out when gaming. My bill also increased for stand alone internet by $27 per month (Dispite the $44.95 offer for 50 mbps).. I have called frequently over the past 3 months trying to find a lower rate to no avail and treated like dirt from every rep in their customer service group. The frustration is not worth it for this Monopoly. They do not show any customer loyalty nor care about their customers. The sad thing is they verbally confirm that if i cancel the account and re order service I will be able to get their new rate. Not worth the headache with this poor excuse for a company. read more

I would like to point out that before I put this out on the net I wanted to send it to Spectrum. However, after internet searches, phone conversations and inspection of my bill what I find is that Spectrum does not have a single customer service email. They did offer me their address. However, I am not going to spend money out of my own pocket to mail a customer service complaint. Being military, when I was stationed here in El Paso I originally had my AT&T service simply switched to my new address. I then switched from AT&T to Spectrum internet/TV service after a door to door salesperson representing Spectrum named Juan Leon spoke to me. He stated that I could save money and have better quality internet. At the time, I was paying about $80 for Cable/DVR and internet from AT&T. He stated he would be able to give me TV and internet for about $55 if we bundled it with a land line. He stated Spectrum would be willing to buy out any contract fees associated with early termination from AT&T. All I would need to do is buy a TV/internet/phone service bundle because the only way I could get the pricing of $55 was to get the full bundle. I didn't need a phone line but Juan stated that the only way we could get the $55 pricing was if we purchased the bundle package. He also stated that after the first month's bill, we could cancel the phone line and keep the same promotional $55 pricing. So I cancelled with AT&T and signed up with Spectrum. The Spectrum tech support came out on 15OCT18 and installed the cable box and also gave me a modem/router box. I didn't want to rent any modem/router equipment from Spectrum because I already had my own equipment. However, the technical support guy said I had to use Spectrum's equipment for $5 a month and a one-time $10 activation fee because he couldn't configure my modem router to get service. I didn't think this was right since I already had my own modem router but I contacted Juan via text and he said that I would not be charged for this equipment and that he would take care of the fees. After technical support was finished, I tested the TV and internet and everything appeared to be working. The internet speed was much faster than I had with AT&T (100mbps vs. 15mbps). Two weeks later I received my first bill at just over $142; almost 3x the price I had agreed to. I was very confused and I messaged Juan immediately regarding the discrepancy. I sent a screen shot of my bill to Juan and he acknowledged it was wrong and that he would fix the issue. As weeks passed by and the bill was not fixed. I continued to message Juan to let him know that the bill was not fixed and his answer was always the same, that he would help me fix the issue; credits would be applied and the next billing statement would be accurate. I ended up paying the full $140 because I did not want to be delinquent. The next month's statement came and had me owing another $140. I knew at this point that there was no longer a mistake regarding the bill but rather I had been tricked into signing up for a service that was not $55. I called Spectrum's customer service and they stated there was no TV/internet/phone package for $55 and that they would not reimburse or compensate me for the bill despite one of their employees blatantly lying to me to get my business. I even went to the Spectrum's store and explained to them the situation. The lady there told me the same thing as the customer service representative on the phone that there is no such $55 promotional rate for TV/internet/phone bundle. She even stated that I was the one that must have misunderstood the servicing and pricing Juan was offering. At this point, I was absolutely infuriated because the company refused to hold Juan accountable and would not even offer me any type of resolution for my inflated bill. I even spoke to Juan's supervisor, Arnie Gomez, as recently as 30NOV where I told him the entire story from beginning to end. He made reference to "this happening before" but that nothing could be done except to cancel my services since I was in the 30 day window and continue with spectrum's internet service so I could receive the AT&T contract buyout. I told him that I was beyond the 30 day window but he said call the local spectrum ASAP and that he would write a letter stating what was going on. Additionally he refused to admit that Juan violated any company policy. I ended up canceling my cable TV and phone service but I kept the internet service based off of necessity and lack of a better option from competing companies. Even if I wanted to cancel my service with Spectrum, I couldn't without a penalty because I am locked into their service after they paid my buyout from AT&T. In the end I will say that my internet service is faster via Spectrum. If you must have fast net, it comes with a price. That price is not only higher cost, but extremely poor customer service as their representatives are not held to any standards of morality. read more

you guys have the worst customer service!! i've spent over 1 hour on the phone trying to get to know the status on my installation appointment schedule for today but it turns out that i wasn't even on the system because you couldn't provide internet service in my area. i've never experienced such a terrible, unprofessional service from a provider in my life. you guys transfer me to 4 different people and all of them without a clear resolution until i spoke with a supervisor. anyway you guys shouldn't been doing this type of service and sending an order # or even worst a installation appointment date when there's not even an order and you guys didn't have the courtesy on calling me to notify what really happened worst experience ever in my life! worst customer support ever experienced overall i'll never recommend this company to anyone read more

What I don't get is El Paso has almost 1,000,000 people and they still don't have more options for cable tv. Time Warner has to be the worst cable company I've ever dealt with. I've had to get my cable box replaced 6 times because my cable works only 50% of the time. It takes them forever to get to your house and not once do they ever think that it might be the wiring that's messed up. Now my cable box is not recording shows, but instead it's recording black screens. Also I pay for 12 mbps for my internet and most times I only get 1.89 mbps. My download speed is so incredibly slow, I'm surprised it doesn't take 3 days to get to facebook. Everyone should watch out for this terrible cable company. If you can choose AT&T. That is one of the reasons why I'm moving across town. read more