I'm trying at this point to talk to customer service. At this moment I can hear the operators job jabbing for 3 minutes now. No one is answering as they talk away. And I am in Honolulu trying to get some kind of satisfaction. I was on hold yelling, Hello! Into the phone as I can hear them talking about nails and clothes. It was HORRENDOUS customer service AT BEST. Twice I've been extremely unsatisfied with the customer service and I've only been on the island for a week! And No, Time Warner rep, I am not in California. I'm in Hawaii. I would never leave a negative review for a company that didn't absolutely deserve it. read more

Here's the cliff notes: TWC has THE WORST customer service. WORST EVER. Poor communication between customer service reps & technicians. Question is - how the hell did TWC get Hawaii by the balls and become the largest cable service provider in the state with this type of horrible service????? HOW????? I have 2 standard cable TVs that weren't getting any reception. I went onto the TWC website & ordered two boxes that I thought were needed in order to get a better signal. Received 2 emails from TWC stating they have attempted to contact me regarding my order. So I call them back. The first customer service rep tells me that I don't need the boxes, but I do need a technician to come down & check the connection. OK, so that's scheduled for Tues 11:30-1:30 pm & the technician will call me 30 minutes before they arrive to let me know they're on their way.The next day I receive another email stating that TWC has attempted to contact me for a 3rd time. I call the customer service line & let them know I received another email to contact them & ask if something is wrong with my appointment. This rep says nothing is wrong, I still have my appt for Tues 11:30-1:30. The next day I receive TWO email stating TWC has attempted to contact me for the 4th & 5th time. I call again, & the rep says that there is no order and that my appointment is still Tues 11:30-1:30. I ask her to see if they can stop emailing me. Her response, "No, we can't stop the emails, so just ignore them." Are you serious???? I go online & chat with another rep. I explain to them situation & emails & they stop the emails. Now it's Tuesday. I'm thinking the technician is going to call me 30 minutes before they arrive sometime between the hours of 11:301:30. I get a call at 10:10 am. It's the tech - "Where are you? I'm here at the address." Well now, turns out the REAL time was 9:30-11:30. I let him know what the THREE customer services reps told me & he agrees to wait 20 minutes for me to get there. I get there, tech tells me that TWC no longer goes into attics. He also tells me that he can't figure out why the signal is not going through to the 2 TVs, so he says another appointment needs to be scheduled & that 2 techs will be coming in to rewire the house. They'll line the wires from the outside, drill holes into the wall to get the connection through, so I need to move my furniture to make sure the techs can line the wires against the walls. OK, sounds like a plan. He calls in the order right in front of me, speaks to a rep & tells me that 2 techs will be here at 9 am to rewire my house & that 9 am is the set time, no block of time. Should take no more than 90 minutes to do the job. It's Friday. It's now 9:30. I call TWC. I find out that I have an appointment, BUT IT'S FOR A BLOCK OF TIME 9-11. NOT 9 AM LIKE I WAS TOLD BY THE TECH. I tell the first rep that I don't want to speak to her, I'd like to speak to a supervisor/manager. I get Kara/Cara, a supervisor. I tell her what was told to me by the tech who stopped by earlier in the week, that it was a set time and not a block of time from 9-11 am. And that really there's a HUGE communication problem between reps & technicians. I tell her about the mix up on Tuesday & her response - someone must have accidentally changed the time & the reps should not have done that. Then, I tell her the problem from the beginning...that seems to get her attention. Now she's on the phone calling for a technician, trying to find out where they are & when someone will arrive. She tells me that she's going to have to call me back and that she's going to let me know when the first tech arrives...I never get a call from Cara/Kara. Instead the tech shows up at 10:15 & proceeds to sit in his van for the next 5 minutes...doesn't come out of the van when I come outside the house the first time. It takes me to come out one more time & then the engine gets turned off & he comes out of the van...with his ear buds in. I don't like talking to people when they have ear buds...not really sure if they're really truly listening to me. Call me old fashion, but I find it disrespectful. At least take out one side so I know that we're have a true conversation. I tell him when the original tech tells me. He says he has to reexamine the issue. He decides that he's going to not rewire from outside, but go through the attic & fix those wires...(pause) WHAT FUCK TIME WARNER?? WHAT THE FUCK. First I'm told that you don't do wiring from attics so I go around to the 2 rooms, move my fucking furniture & I'm talking 2 fucking beds, 2 dressers, 2 night stands, & 2 bookshelves for you to tell me that NOW you're going to go through the attic?? And not only did I do all that shit & then I had to WAIT for you to come because of your goddamn communication issues between techs & reps? So much for "You first, technology second." Complete BULLSHIT. TWC doesn't give a shit about you or your loyalty to them. Time to find another cable service. read more

AMAR is AWESOME!!!! She helped me find a better package for me and my family that will be moving.narrowed everything down, on how to lower my bill.i really wanted to just cancel my service and be done.she was so polite and helpful. I could've easily just tell her no. 100out100 for this women.AWSOME.....THANK YOU AMAR!!!! you guys could still be a little cheaper tho! read more

Ever since spectrum took over we get cut off all the time. Seems we reboot as much as we stay connected. This is ridiculous. Would have given less than one star if I could. read more

I would like to find a way to reduce my cable bill and would like to make an informed choice. I found a suitable package (double play, $79.99 +4.95 DVR service free HD entertainment pac) on the website and called and found the offer is not for existing customers. I pay $94.90 (Surf Pac Xtra) +$8.99 /DVR. I can not find any pricing on the website for existing customers and packages available for us. I don't think talking to a rep. on the phone guessing at possible options is acceptable. I would like to see a price list with all options available and all specials offers to show what the price will be after the promotion is over. I would say Oceanic is not customer friendly to existing customers. Calls and patience must be used to find the best deal for you. Probably internet only with Hulu Plus and Netflix best option. read more

I heard that Hawaiian Telcom's rates are much cheaper, reliable & faster, so decided to switch our service to them. When I contacted Oceanic Cable to cancel the service, I was abruptly cut off after a long wait. I tried 3 more times with different numbers but was cut off time and again after a long wait. It seems I have to physically go into one of their service centers to cancel. How rude and customer un-friendly. . read more

I have my TV guide set to subscribed channels so I can watch only channels which I am subscribed to. While scanning thru my channels a couple months ago, I saw MLB baseball listed on my subscribed list. I selected thst station, there were NO indication that there were charges associated with this selection. The next month, I was charged $135.00 to watch that one game. When I called to rebuke this charge, they refused to reverse this charge and insisted that I authorized this charge. If I saw that there was going to be a charge, I would not have watched it. I explained that there was no warning about being charged, but they insist that there was a warning. How would they know for sure, they werent in my home to verify this . I sm saying that they cannot be 100% sure that their system runs 100% perfect everytime. Their are equiptment problems all the time. I even experience problems with our Spectrum Business phones at work on a daily basis. Calls are cut, phone rings but no on one the other side, messages are not received until the next day sometimes. If I check and clear my messages, a minute later, I could receive another message that was left earlier that morning. They have a lot of equiptment problems, so how can they insist that the charges were prompted on my screen when I selected that MLB game. Hawaii needs more cable/tv/phone competition, thats why they have that bad attitude, they just dint care about customers. read more

I wish there was ANY other internet provider for Aiea. My internet goes out AT LEAST once a month. Every time it does I have to call customer service who tells me it must be my router (top of the line cost $300) and to turn everything off and disconnect everything (which includes moving my very large furniture) wait 10 minutes then reconnect everything. (Never works) after repeating these steps about 4 times and getting slowly frustrated over the entire process, I call back. It's always the same thing "there is an outage in your area, technicians are in route, services will be restored soon." It's always on a Friday a little after noon and services are always restored between 5-9pm. This service is UNRELIABLE, don't bother getting an expensive package deal because it won't work half the time. read more

Do yourself a favor cut the cord and sign up for Hulu and Hawaiian Tel Com you will save yourself tens of thousands of dollars over your life time. read more

I just wanted to speak with someone locally about my cable to schedule a tech to come out since it wasn't working properly. I had to talk to outsourced agents multiple times - I probably spoke to at least 8 different people (because they kept on re-directing me to someone else and in the process I got disconnected and had to call again and go through the automated system, again), who didn't fix my problem. I spoke with the agents on chat (two of them) who didn't fix my problem, and didn't direct me in the correct direction. They basically told me that they see nothing wrong with my internet connection and to do a reboot by unplugging and plugging back in the modem. Don't you think I didn't already do this before trying to contact you?!? Only after THREE HOURS OF DEALING WITH AGENTS ON THE PHONE did I get to speak to someone locally who was able to test my connection and then say that YES what I was saying the WHOLE time was true, that my connection was slow. Serious waste of my time, I didn't get to go into work because I was trying to figure out this thing for the majority of the day. Very disappointed with the customer service agents, especially since I was getting disconnected a lot, I had to request for the previous agent, and the one who was new on the line said that they couldn't transfer me to the previous agent, so I had to go through and explain everything again! read more

We are extremely frustrated with Spectrum at the moment. We cancelled our services with them at the end of February, have spoken on the phone with 5 different representative over time about being billed and charged with late fees all the way through April. We have had our equipment turned in for weeks and today received a billing statement of $298 due in April. It's absolutely ridiculous that our accounts weren't cancelled when we originally called to cancel 2 months ago. It's even more so that we are being charged for usage when all of our equipment has been turned in already. We have received a nasty phone call from a rep telling us that we have neglected to pay our dues and when we asked her how we could resolve it she told us we could take it to court and then hung up on us. We were baffled. Every time we call the reps either do not want to deal with it and continuously transfer us or try to argue that we never cancelled. It's an unbelievable experience that has lasted way too long. read more

Continue to raise cost and fees with no improvement of service. Forced bundling for "savings" is no savings at all. Too many other options to tolerate this cult behavior as a service to its customers. read more

This company needs to be handled at the response level due to the unique circumstances of the islands and those of us living out here. The policies set forth by the mainland office are ridiculous and out the local technicians and customer service reps in an awkward position. I have had this service for 5 years now because they are the ONLY one in my neighborhood, in the past year I have had to take time off of work to sit at my house for 3 hours at a time to wait for someone to come and end up replacing a router because the 300 mb service I'm paying for is trickling at 15 mb or less. Then when I contacted the main office to find out what can be done about the most recent issue I asked about changing the service to the 1G that they've been blasting everywhere, I was told that it would be no problem and that the tech that was already coming out to look at my router to pAfter I was it I opted for the swap at which time I was informed of the $199 install fee that was not mentioned before. Surprise! After calling the main office and spending 45 mins on the phone again with them I thought it hi. Couple inui put to come back tomorrow between the hours of 1 and 4. So now I have to take 2 days off of work to get this fixed read more

Reboot time for the cable boxes takes decades! They don't notify you for their new boxes unless your box still works. We got an error for our box and the rep said it's an old boxes already and it is having trouble updating so she said to go to the office and have it swap. It's sad we had to wait for it to break. read more

Just got charged for a paid channel we never signed up for, Major League Baseball at 32.50 per showing. Spectrum claims that we authorized the charge on our remote control. We called them and explained that we do not watch sports and that we did not sign up for it. We were told by the rep, you can request to remove the charge, but said that the supervisors won't dismiss the charge, never have and never will. After saying that they would cancel all future events, we receive an email , within 20 minutes, charging us for 3 more events, 97.50 more. I called them again and they said they would do us a favor and remove the future events but not the previous. There are only 2 of us and neither watches any kind of sports channel, much less pay extra for another channel. Spectrum says mistake or not, you have to pay. Seems like a good way to make extra income forcing a customer to pay for channel they didn't order. This is what happens when you have to deal with a mainland company. Now to find other options and get rid of Spectrum.... read more

Horrible always on time to remind me sbout the bill but they suck at keepimg our wifi connected we always have problems connect to our wifi amd they gabe us a piece of crap motem thats always breaking . read more

This is a terrible service. Out of the blue, channels stop receiving, and there is never any advance notice that Spectrum is doing maintenance or anything like that. Unfortunately, on the Windward side of Oahu Spectrum is our only choice. It is maddening. Spectrum is so inefficient and obviously disdainful of customer pleasure. read more

It is the only cable provider on Hickam (where we lived on base). It went out occassionally and they couldn't figure out why even when they sent reps out. read more

BOO on Spectrum. Thanks for exposing my elderly parents to SCAMMERS in India. They got my dad's name, address, date of birth, social security number, credit card number, and WiFi number thanks to your supposed 'customer service' doing nothing to help them but give them some number to some scammer in India. They almost got my mom's info, but we got there just in time to stop her from talking more to them. We asked how did this happen? They said they called Spectrum for help and Spectrum gave them the number to call. WHAT IS WRONG WITH YOU PEOPLE????? Or are you PART of the SCAM????????? I'm making sure my parents change their internet/phone/cable provider Pronto!!!!!! read more

You can call a turd what ever you want but it is still a turd. I left TWC years ago over bad service and horrible practice. When I saw their was a new company, I thought I could lower my bill, save a few dollars, maybe buy the good kind of Ramen. Boy was I wrong. After 30 minutes and a quote that I was happy with DUN DUN DUH... a month later I received a bill for $407.00. The quote $119 a month for cable and internet was wrong. Seven hours on the phone over two weeks, three managers, twice they re-listened to the phone calls, India, the caribbean, and even Hawaii I am now missing $75 that we payed to time warner for the prior months internet and just paid $110 for installation and removal cost. Come to find out this is time warner just worse. They admitted the mistake and still informed us of having to pay, they admitted they can't find $75 and will elevate it up the chain and worse of all they informed us if we don't pay $407 and let them refund us it will go on our credit. All over saving $50 on a cable bill. This does not even go into the lies they will tell you about the equipment, DVR....good luck you can record 1 show and have to watch one show, it is slow and clunky and their lies of the amount of channels...Its doubled. 1/2 is HD and the other is SD so your 100 channels..yeh 50. I can't give no stars and I know they will not respond but please take warnings about this company it is neither Aloha or a new company. You can call a turd what ever you want but in the end learn from my mistake and realize this company is still a turd. read more

Requested written instructions as to how to use the new remote/cable box /recording system, received package with another remote but no instructions as to how to record, play, delete or what the various colored buttons are for. Call, to through what seems like dozens of prompts/ 0hold/music and if lucky, get to talk to a person. Just spent another 15 minutes on the phone, asked for written instuctions as to how to use remote, sorry do not have any! I cannot remember when buyng something which requred setting that did not have written instructions! Was happy with old VCRs but they can no longer be used and no instruciton as to how to record using the new Spectrum system! No wonder Business Week stated cabler providers reguarly top lists of America's most hated Companies and that sincd 2010, 13 million people have cut the cord or avoided signing up. One star is too much but as others have said, have to award something read more

Oceanic cannot provide me with any internet speed above 100mbps, but are more than willing to charge me at the 300mbps rate. I have gone through the painstaking technical support calls multiple times, which usually consists of them insulting my intelligence by telling me to unplug my modem. I decided to change my plan to 100mbps option and there was only a difference of 15mbps on average. I would recommend to anyone to not use oceanic if they have a choice. read more

Terrible service. I set up an appointment with TWC to install the internet and TV package between 9am - 11am on a Friday. The night before, I get an automated message on my cell reminding me of my appointment. The next morning, I am waiting with my family for the tech to show up. I see several trucks outside my building so I expected a phone call telling me that they are here. Ten minutes pass and no call. Fifteen minutes pass and no call. Finally I go downstairs to look for the tech. There is no one near the trucks, but the trucks are still there. Since my building has a secure entrance, the only way in is if someone lets them in or buzzes them up. I wait by the entrance for another 10 minutes and finally call TWC. After about ten minutes, I finally get through to a customer service rep. She then tells me that the techs were at my place, but I wasn't home. I explained to her that I indeed was home and that not only did I not receive a phone call, but I was waiting outside. She doesn't apologize; just tells me "Well, you're just going to have to reschedule." So much for 'That's better' Terrible service. Called up Hawaiian Telcom. They came at the appointed time and haven't had any problems, yet. read more

Oceanic should be paying us. We have outages all the time. Last technicians came, broke our router and we are now paying for a "premium" service that is worse than what we had before. Praying Hawaiian TelComm gets fiber optics to our neighborhood soon so we can DUMP these guys. Terrible terrible monopoly. read more

I have had nothing but problems with Time Warner Cable in both homes I own in Texas and Hawaii. In Texas I went with ATT and service is great. In Hawaii they pretty much have the monopoly on the market, especially since most condominiums don't allow dishes on outside of buildings. I have been fighting internet service cutting in and out for over a year and cable sucks just as much. Boxes going bad, service drops in and out, etc.... Then takes for ever to get a technician out and I live less than a mile away from their service center. The best thing I did was leave Time Warner in Texas and will do the same the first chance I get in Hawaii. company really sucks! read more