How do I give 1/2 star? TWC / Spectrum customer service cares nothing about customers. Support messed up and cancelled my service. Long story short they would not simply turn it back on but I was told I needed to go back to the store and start all over. It was not my fault my service was turned off in the first place. Errrrrrrrrr. I switched to FIOS with Frontier. Bye bye TWC!!! read more

Stop.. don't let spectrum formally Time Warren have any of your time or business. Poor service, poor customer service 2 days wasted on this so call new company,.They could care less about ensuring your time is important to them.so many issue not enough time or energy to explanation :( read more

I am giving four stars to this location, not Time Warner services. Based on the reviews, the time of day you visit makes all the difference. I went in at 10 am on a Friday. No line. I turned in my equipment, and I was out the door in about 5 minutes. I only deducted one star because the guy was trying to sell me services even after I told him I was moving out of town?! Go early in the day if you can. It will make you hate Time Warner just a little bit less. read more

This have to be the worst Cabell I have ever had and they do nothing to take care of you except will call you when fixed. And that doesn't happen!!!! The TWC app for Xbox is a joke never works always freezes or won't open the channel. Not worth the money you pay for this company Spectrum took the company backwards vs forwards AT&T and Direct moving forward. read more

I set an appointment for service 2 weeks ago for 4-5 pm! I've been home since 3:30 in anticipation for a tech to arrive. Here it is 7:30, and no tech has showed up. No call backs from their dispatch, and I've called their back office 3 different times. Save yourself the trouble and go with another company. So unprofessional! read more

Have you ever heard that old expression "you can put lipstick on a pig, but it's still a pig?" That's probably the best way to describe the current state of affairs at Time Warner Cable. After being extremely fortunate to live in an area where we had a lightning fast fiber optic internet connection for the last five plus years, I was disappointed to learn that TWC (sorry - "Spectrum") was the only ISP we had to choose from at our new place in north Frisco. Disappointed because not only do they still have a garbage reputation for service, but also because I've used them in the past for cable and internet, so I already had a sour taste in my mouth about it. That said, I remained optimistic that perhaps things had changed under the Spectrum banner and begrudgingly set the wheels in motion to set up a new account. Online setup was quick and easy, but an ISP having a functional website is hardly anything to write home about. The price point for their fastest internet offering is pretty good, but it looks like they make up for it by nickel and dimeing you for equipment and even installation. There was no way I was going to pay $40+ to sit at home for a four hour period waiting for some dude to come out and hook up a couple wires, so I opted to go pick everything up. Speaking of, who makes you drive to a brick and mortar store in BFE to pick up your equipment in 2017? Ridiculous. Anyway, my optimism in the Spectrum name change being more than a sad attempt at image rehabilitation really began to wane after getting to the store to collect my things. First and foremost, the line was backed up to the door in the middle of the day on a Monday - a situation that really wasn't aided by only having one employee out on the sales floor. Fast forward a bit and I finally get my name called to get my things, and the sales rep tells me they need to collect my first months payment. No big deal. However, after he scans my card and it is approved, I see that I've been charged nearly three times what my monthly total should've been! When I asked why, he said he thought I was getting cable and internet...ok so if that's the case, why don't I have a set top box or a remote or anything in the bag you just gave me? To make a long story short, the rep can't reverse the transaction on his own and there's no manager on site to do it. He says he'll do it later, which he never does, and I have to dispute the issue with my bank. Again - ridiculous. Over a month in to having their internet service, I can confidently say that it sucks just as much as it did ten years ago. Our connection drops frequently and our speeds are never consistent across any device, regardless of platform (we have a mix of Apple and Windows devices). Calling their support line is useless because their fix for everything is to reboot your modem and call back. Yeah, I already did that and it didn't work - that's why I'm calling! In the end the only positive I can think of is there is no service contract, so as soon as there's a new player in town we can cancel and move on to someone else. read more

Rating my experience with Time Warner is challenging because I want to give them zero stars for value and phone customer service but I also want to give them credit for how they handled my most recent visit to their store. I've had Time Warner cable consistently for over a decade. I was lured in by low a introductory bundling rate. Over the years my rate has slowly creeped up to nearly $200 for extended cable (no premium channels), internet and two cable boxes. I receive a notice a few days ago that they would increasing my rates by approximately $15 extra dollars in the next billing cycle. I had had enough! I called twice to discuss lowering my rate but was told the best they could do was lower it by $30. After getting nowhere on the phone I walked into the Plano store on a Saturday with both boxes, remotes and cords in my hand prepared to disconnect my cable services. After a 30+ minute wait I was called to the counter and explained my situation to Whitney. She followed their script trying to convince me to stay. As nice as Whitney was I was NOT hearing what she had to say. I was even more upset when she explained that I would be charged a $40 disconnect fee because I was keeping internet and they would need to send a technician out to disconnect the cable. If I had known that I would have brought the internet modem too. Things weren't going well but I was determined to disconnect. After standing at the counter talking for a while Whitney explained that she could lower my monthly rate to $106 (after taxes) for the same services (less one of the boxes). She also explained that the boxes that I had were so old they are no longer using them so she gave me a newer, smaller DVR box for the same price. Whitney was 100% instrumental in getting me to keep my Time Warner services. She was patient, bubbly and persistent. She told me what I already knew which was that sometimes it's better to come in and speak with someone. I think that it's absurd that I need to take hours out of my day and threaten to disconnection to get someone to treat me fairly. I'm willing to pay what is reasonable for the services that I receive and I don't think I should have to come in yearly to demand better prices to receive them but I guess that's just how the cable business works. I'm continuing with Time Warner for the time being but if they continue looking for ways to gouge me I will have no other choice but to go to a competitor. read more

Would give them negative stars if I could! This company loads your mailbox with junk mail about all the deals they offer. You sign up only to find out that the plan that they have been "promoting" is no longer available and in order to get that plan you have to by all services. Such a rip off will be reporting them to the FCC as we speak. I had service for thirty minutes before disconnecting. They thought they could y me into keep it because I got it installed. Wrong. Had no problem disconnecting it the same day! Don't waste your time and your money!!! read more

This visit will be my LAST visit to this Time Warner location. 1st and foremost I realize I showed up an hour before they closed, but I honestly thought an hour would give me enough time to sign up for new HD services and pick up a new HD box. HA! I thought wrong. . .so very wrong! The place was packed, standing room only (and let me remind you it's still Summer so standing close to sweaty people is not my definition of a good time). After 45 minutes my name was called and I rushed up and told the guy I would be quick since I know he is probably ready to go home. I thought I was being friendly and letting him know that I wasn't going to be a problem. After I picked up my new box and grabbed my bag of new items I walked out feeling relieved that I survived. When I got home I grabbed all my materials and started to figure this thing out. Thats where the problems started: there was no remote control and the man gave me the impression the HD channels would work as soon as I got home - NOPE - apparently a technician has to come out to take a block off if you only had the Standard instead of Basic cable. So not only was I unable to use the HD box, even if I could I wouldn't have any programming. It's now been 2 days later and I FINALLY have cable and a remote, the only problem was that I had to drive to the Irving Time Warner location to pick it up and make 5 separate phone calls to support.. What a hassle. read more

Waited two weeks for them to install cable and internet at my apartment, had a set time they were supposed to be here. They never showed after i waited all day. We called them and some how my appointment was "cancelled". They can't get me in now for another week. Will not be using a company that can't even seem to get the appointment right. read more

Spectrum TV is worst cable company out there. We had several service issues within the first three days of service. We are moving on Friday and they cut our services early today for no reason and they had no explanation. My husband spent 3 hours on the phone getting it reconnected and for that was given a credit for only $30. He missed meetings due to no service that cost thousands but they thought this was sufficient compensation. WORST CABLE COMPANY OUT THERE....save yourself and do not use them! read more

About 7 pm last night, our internet, TV & phone all went down. I called Spectrum on my cell. I hate the automated voice recording, BUT I did get Tech support before long. Deidre checked things out from their end, saw nothing wrong, put us on the schedule--and Ricky was here around 9 pm. Poor man had to work in the dark, in weeds behind the neighbor's house, which is where the cable box was hiding, encountered a wasp nest, got it sprayed, discovered some idiot had driven over the box (probably backing up in our unpaved alley after they encountered the drainage ditch further up the alley), couldn't fix it himself, but put us on the Fix schedule--for probably between 7 a.m. & whenever today. I was up at 7, did not see a Spectrum van--but all of our services were back on-line. I don't know if they got it fixed last night or before 7 today, but we are impressed and pleased with Spectrum service. They couldn't have done a better job for us. Thank you! read more

I have had Spectrum and ATT/DirecTV for internet and TV. I think Spectrum's internet service may be a little better, but DirecTV's TV service is much better than Spectrum. First off Spectrum's DVR's are totally stand alone, so what you record on one DVR you cannot watch on the other, unlike DirecTV where whatever you record on one DVR you can watch on any other DVR, MUCH better. Also half of Spectrum's HBO channels have approximately 6" bars on top and bottom and both sides of screen, so you lose a lot of picture on those channels - Spectrum's techs will tell you to set the zoom feature to fix it, but then half of your menu is off the screen - VERY POOR! Also Spectrum's TV channel packages are much more expensive than DirecTV's. DirecTV's "Genie" DVR is INFINITELY better than Spectrums: DirecTV's DVR is smooth as silk to navigate back and forth and around, Spectrum's DVR navigation is slow and cumbersome, and that's being kind. read more

This is easily one of the companies with the worst customer service I have ever experienced in my life. The internet speed is good, and for that I give them a star, but God forbid that you have to call them for whatever issues you might have, because the dumbness, lack of professionalism, and time that you will be put on hold will make you wish to eat rocks than having to deal with Spectrum. I recently moved to a new place, so I returned the equipment I had at the previous location, a week after, I called and they tell me that it'll take another 2-3 weeks to process the refund, like literally WTF! Ok, let's move on, almost two weeks ago I checked my bank account and noticed that not only did they take a payment from my account for $68 (the right amount), but they also took TWO more payments for $100.75 EACH. I don't know about you folks but I am not swimming in money yet so I had to call them to get this sorted out. After an HOUR AND TWENTY MINUTES, and explaining the same thing to 5 of their employees, I finally got someone to solve my issue and take care of my refund. Well, 2 weeks after I decided to call again to get an update regarding the refund, and they tell me "it was not approved by our blah blah blah department". I almost died, I had to go through all the same crap AGAIN! Now, well, I gotta keep waiting and praying to the old gods, the new gods, and the drowned gods that I don't have to deal with this "lovely" company again. read more

Horrible company they should be put out of business. I wouldn't give them a single star rating worst customer service and products suck. I wish there were more competition to run them out of business read more

I got the service in December of 2016, the next day after I got the service it went out. There was no outage it stopped working one day later. In the first month it went out at least 10 to 15 times. In reality it was less than a month since I got it hooked up about a week or tens days into the month. And this has been going on consistently, I have had no less than four techs come out and tell me various things were wrong, still the service sucks. The last tech said it was the face plate wiring...due to the fact that it was a older type. And that since this is digital and my wiring is old antenna RCA wiring that is the problem. My question is why didn't the first tech who hooked me up in December notice that might be a issue moving forward. The last tech said I needed a PTW, don't ask me what that means but it has something to do with the wiring coming into the apartment. I called to confirm the online CSR on the Spectrum internet site told me someone would be here the next day. No one showed up, called to ask what happened. They said the tech came out and closed the acct, then said well I am not sure will reschedule for tomorrow. Didn't happen, I have spoken to three managers and about 6 CSR reps still not fixed. Spoke to another manager and said all the requests were the wrong requests from the beginning another tech would be coming out tomorrow. You know I could go longer but why you get the point. You know I wonder if I can pay half the bill since it only works half the time, probably not. read more

If I can put zero on this I would, this is by far the worst cable company I've had , when I apply for new install I was told that they will waive the installation fee , and when I requested to have an extra box I was told that my son's room doesn't have the "line" for it so they have to fish it and that ther is a $50 charge for that, I was skeptical about it so I called CS i was told by the CSR that they would waive the $50 , was so happy about that and then told the technician to go ahead with it. Then two weeks after I received the huge bill with installation fee, 2 $50 charge for wall fish, so I called the CS and inquire about the charges but it turns out that the representatives that I talked to didn't put any notes in my account so they told me that I need to pay cause they have no way to verify it. Oh my this cable company totally sucks I would tell my friends BEWARE of this company. Wasted a lot of my precious time talking to their CS, never coming back to them. read more

A young man by the name of Allen help me. Very courteous and professional. Thanks young man.

I'd like to watch my new service with TWC but it seems someone inside TWC decided to cancel my installation that was scheduled for today, and all the CSR can say is sorry but you next appointment is on the 21st. We'll I cancelled Frontier because they could be here in time to fix a cable problem in 6 days, but TWC took my money and then blows me off till the 21st. This is ridiculous and horrible customer service. They are worst than Frontier, I should have just stayed with them. Now we'll have to accept the increased cost to keep working as we depend on a broaband connection as we have done this past week and all TWC can say is I'm sorry but there is no one else to call. I guess all of management has gone home for the weekend and just too bad for the new customer. read more

Just moved to a apartment that the balcony faces the wrong direction to get satellite so had to go with Time Warner because they have a monopoly in that area and I'm not allowed to use anyone else as far as a cable company. They really don't care what kind of service you get and they can jack their prices up. I'm very dissatisfied with the customer service I got when I called the company and the Time Warner cable really sucks! Loved my satellite , hate the cable! for a DVR service and equipment with satellite I paid $12 a month, when I called in to Time Warner its going to cost me for the same thing a little over $24.00. Big rip off! I'm ready to dump their service! the gentleman that installed the service in my apartment was very nice, Time Warner company is horrible! read more

I saw a poll taken about the most hated companies in America. #1 on the list...Time Warner cable. Anything is better than this. Of all the companies in my 50 years i've done buisness with, this was the worst. Very questionable practices. I dont know how they legally get by with it. They suck! read more

i don't know the location of this location i just know the service i received. my laptop ot ravaged with viruses and office max cleared them all out but i have a wifi system in my apartment. i forgot my password so i had to call twc for help. the tech talked me thru the resetting of my password. he mentioned having to reset my account and i thought all was well. i began to use it and noticed the online videos buffering a lot so i ran a ping test. i was at 1.22 mbps. i have an agreement with one of the supervisors i could have a one year service at 15mbps for a year but since this guy reset me nobody at time warner will honor this verbal contract. im at my wits end. if i could get a better more professional provider i would. now i cannot locate this Ginger that gave me the deal. read more

Spectrum is garbage. I had no idea the card on file for auto pay was my old bank account, they turned my internet and cable off on a Saturday, I called and found out about the card issue so I figured no big deal just change the card to my current bank card for auto pay, nope. I need to go pay with cash or a money order for them to flip the switch back on. But hey it's Saturday and no office is open until Monday. I never had a problem with Brighthouse for years. I wonder if Verizon or direct tv will take my money? read more

Only thing worse than a Donald Trump presidency! Where is the zero (or negative star) option! After 15 glorious years using the Dish Network, I had to move to an apartment complex which sadly would not allow satellite dishes. So I was basically stuck with the worst company in the history of the world: Time Warner Cable/Spectrum. The main reason I even have TV is for the NHL Center Ice Package -- Dish would give a free preview for the first month of the season -- TWC wouldn't even allow me to purchase the damn thing until an hour of so before the first games began!!! Oh, I should mention that my bill jumped from $140 to $160 before I even really had service - when I first looked online the "package" price is advertised as $109 -- $51 of added equipment charges and fees! Back to the NHL -- so after signing up for the NHL package (4 payments of $34.95 a month), I find out that the NHL Network is not included with the package!!!! If anyone can explain that, they must be beyond a genius! So I call them (and spoke to the uninformed idiots they call customer service agents), and apparently TWC could not add the NHL Network no matter what!!!!! Apparently (even though it shows up in my channel guide) only Spectrum offers the NHL Network channel. So I would need to change my TWC package to a Spectrum package -- guess what? -- another $8 a month ($168/mo) AND my internet speed is going to drop from 200 MB/S to 60 MB/S!!!!! And I'm not sure (the F-N idiot agent kept asking me "what channels do you watch?") but I probably lost some channels also! So, to add ONE channel, WHICH REALLY SHOULD HAVE BEEN INCLUDED with the $139 NHL Center Ice package, I had to pay $8 more a month AND accept slower internet -- I asked if they had any kind of customer satisfaction discount that could be given (Dish had a couple of times given me $10/mo discounts for troubles with the equipment) -- absolutely no kind of concession could be made -- just their crappy packages!!!! Oh, and even though it had only been two days, I could not cancel the NHL Center Ice Package -- if I would have told TWC to shove their entire horrible service -- take your equipment and F-off, I would have still had to pay the $139 for absolutely nothing at all -- basically a cancellation fee -- Again I only had the damn thing for 2 days!!! In closing, despite lousy service from many other companies, I have never ever been so incensed to write a review -- congratulations TWC, you morons have accomplished something, I guess. All I can say is this company is the worst company on the entire planet, read more

I gave spectrum (YES! Little s) a chance since Frontier wasn't giving any incentives to existing customer. This customer service is AWFUL! They sent a low rent tech to my home on Monday, March 12, 2018, It's now Wednesday, March 14, 2018 and we have no service since MONDAY! One of the great benefits in this country is people have the opportunity to work and earn a living from home. I have 3 companies and the internet and phone are vital to each company. Robert B., Carlos and everybody I spoke with in customer service could not get it when I explained the problem with being self employed and not having a vital part of your business working. Robert B. was so smart he said my account was a luxury and not a business priority. HELLO! Even the IRS accepts business deductions in a home robert (little r)! I don't usually do reviews, but ladies and gentlemen save yourself the frustration and don't deal with this companies services. We are a new community of 120 homes and none of the home owners wanted those cable lines in the neighborhood initially and I didn't understand why. I DO NOW! I wish I could post a 1/2 star review because folks this customer service is HORRIBLE! It sounds really good when they want you to purchase the stuff but I wish I had a warning before I tried it. I have lost so much money this week and they won't do anything to replace the loss. I can't write all day so I hope you understand, SPECTRUM IS NOT WORTH IT! Trust Me!! (Even though you don't know me)!!! read more

Had a free upgrade about a year ago for a modern because the they gave me was a piece of crap. Come to find out that they are charging me for not returning the old modern. I returned it through FedEx... Finding out that they don't scanned the item once they received the item back to the warehouse... Don't ever accept a free upgrade or go with time Warner Cable! read more

The DMV has better service than these guys. Massive line with only a few employees. Their locations are terrible (nothing in North Dallas or Richardson, they expect you to drive to Plano instead). They're only open til 6, which leaves an hour to make it there in peak traffic hours. They shut the door the second they close and rudely tell everyone to leave even if you just need to drop off equipment. I arrived at 6:02 after an hour of traffic to return an extra modem they left at my apartment; they told me they'd been open since 8 and wouldn't take it. The customer in front of me told them he was moving out of state in the morning and just needed to drop off cables. They said they would take it but wouldn't report the equipment as returned, so he would be charged anyway unless he returned it the next day. This was my second attempt to return the modem. The first time I was told by the service line that I could return it any time before 6 (they refused to send back the installation crew who had only left 30 minutes before). I drove all the way to Plano only to find that they were closed for a holiday, even though the installation crew was working and the service line specifically referred me to this location and said it was open until 6. At this point I wish I had just thrown their modem in the dumpster. read more

Time Warner's customer service and internet is awful. We switched to them from another company last summer hoping to save a little money. The wifi works if you are in the room with it. We called, they came out and told us the cable running to the box outside needed to be replaced. They replaced it, no improvement. Called them again, was told everything was working fine. We went out and purchased our own router, returned theirs. Still no improvement. Oh, and we could never get our printer to work either. We decided to switch back to previous company. They came out and hooked everything up. We now have a strong wifi connection in our entire house and the printer works. Called to make sure the TWC office would be open today to turn equipment in since they told us we had three days to do so. Drove over only to find them closed and so is every other office. I specifically asked about that office being open and was told yes. Called TWC back and talked a customer service rep. Requested that someone come pick up THEIR equipment today. Was told they could pick up but there would be a 40 charge! I told them we would not pay them 40 to pick up THEIR equipment. They said we can't waive the fee. I said yes you can, we are not paying it especially after I was told the office would be open today. We went back and forth for about ten minutes. He even told me we could mail the equipment in (again we would have to pay). I told him, no i didn't want to mail it in, I wanted to turn it the equipment in with a person. He said again they couldn't waive the fee. I asked to speak to his supervisor. Was on hold for about 20 minutes before anyone picked up. Got the fee waived but they can't send anyone to pick up today. Next appointment for pickup is next Monday! We will never do business with them again. I only gave them one star because the system would not allow me to give no stars. My actual rating is ZERO stars. read more

This is the first time i've written a review. I have been so absolutely frustrated and ultimately angry with the lack of follow through from this company. We scheduled a transfer of service for our 92 year old father to his new address at an assisted living facility. We are now on the 4th re-schdule of the install. Each previous date was mysteriously cancelled. We waited for the ENTIRE time frame as instructed each time...no show, no phone call. With each one we went on a telephone odyssey of transfers to other departments, dropped calls (probably intentional), refusals to speak with supervisors, being told profusely how sorry they were and that the problem with the order was corrected only to have another no show with each re-schedule. I would like to add that we have just started to manage Dad's finances and discovered that he had been paying close to $200.00 dollars on his bundle monthly and had to fight for a more reasonable package!! read more

worst i do mean worst customer service EVER i have close caption phone where the call is recorded so i can read it had a problem called twc they agreed to one think called back 2 days and still was not solved and was told by a superviser sorry there nothing they can do over an hour on the phone never fixed the problem i called back again told them about i have it in on phone that it would be fixed oh you have it in on the recorder an hour later solved read more

We signed up with TWC in August 2015. Since then they have been at our location nine times for service calls. The first three months our TV service was not working correctly. They could not get our DVR and the rest of our equipment to sync up. We would be watching a show and all the sudden it would say "Please Wait". They finally got this fixed after replacing the equipment three times and putting in some kind of filtering system. They upgrade our internet to 200 Mbps this past November. They told us how great it would be. We received 100 Mbps as our top speed. They keep coming back out and replacing the equipment. This helps for about a week. They have had supervisors here, they have made all kinds of promises about what they will do service wise and still nothing is corrected. Their newest reason is that they do not guarantee wireless speeds. Even though when they did the upgrade we were told we could expect 40 to 60% of the quoted speed on our wireless. We average 35 Mbps. That is not what we were promised. Also when we signed up, we were told that we would receive a $300.00 VISA card for switching from Directv. They never sent it. We asked why and they said because we did not pay our bill on time. We reminded them that they had told us that they were crediting the first month of service back to us because the service was so bad. This is why the bill was not paid on time. They did not credit the charges back until four phone calls and 90 days later. They do not pay their bills (credits) on time and as promised. This is why the bill was not paid. They finally agreed to send us the VISA card. We waited for six weeks and still never received it. When we called them back, they informed us that our plan that we are on is not eligible for the VISA card. We went round and round again. They finally agreed to reinstate it again. We waited the six weeks that they said it would take to get to us. NOTHING AGAIN. We called again. This time they agreed to credit our account $100.00 per month for three months. At this time we scheduled another service call about our internet. We were told that they would send a supervisor and a high level technician for this visit. Well they TWC technician showed up on time this morning. He is just an everyday technician (not a high level tech) and there was no supervisor. The tech even told me he was just a normal tech. We still have lousy internet service (our laptop, ipad, phones all still buffer when we try to download). This should not be happening even if we were getting a dedicated 20 Mbps. There is a problem with this service and TWC does not seem to care if they get it fixed or not. We would highly recommend that you look else where for your internet or TV service. Unless you are a gluten for punishment. Although your options are limited in Plano because the companies have the City bureaucrats in the hip pockets. Plano only allows certain companies in certain areas. What happened to a competitive market ? You earn business by how you perform. Our final word on this matter is: AVOID . . . Time Warner Cable read more

I had Verizon Fios for a year and was super happy with the Price and service UNTIL they became Frontier. My monthly payment got a lot higher. I spoke to so many Frontier CSR's that did nothing to help me so I cancelled. Paid the cancellation fee and went back to TWC because they offered me a $300 gift card for switching so I did. I have to say that the Internet connection with TWC is not as good compared to Frontier but the price they offered was affordable and I was also motivated by the offer of getting $300 gift card after making 3 on-time payments (That was what I was told by 2 TWC sales reps) - I spoke to a couple of sales reps and they assured that after making 3 payments on time I was going to get a redemption code for the $300 gift card by e-mail. After I had made the 3 payments on time - never received a redemption code so I called and the lady said that they were going to e-mail it in about 3-4 days and if not received to call back again - a whole week passed - Nothing received - I called again and this time they said that I didn't quality to receive the $300 gift card because I didn't signed up for the "required" package (of course I wasn't told this when I placed the order) - I spoke to 3 different people and the final response was "I'm so sorry ma'am but there's nothing we can do" - I was so UPSET!!! - 2 sales reps confirmed over the phone that I would get a gift card for switching from Frontier to TWC and by the time I try to claim the offer they make up this "BS" saying that I didn't get the correct package (I signed up for the triple package (TV, Internet & Phone) and paid them $30 for installing an additional outlet that wasn't even needed plus the first payment upfront. End of story - I got so upset with TWC that I cancelled right away - I totally hate companies that lie just to steal customers from competitors. Went back to Frontier (even though their customer service people is the worst) BUT the internet speed is great. Honestly I'm not totally happy with any of these 2 companies but I have to stick with one of them because no one else serves my area (which sucks) - Hopefully Frontier doesn't disappoint me this time. Totally dislike being under a contract but at least I am happy with the internet speed, to me is the best one out there. Summary - Time Warner Cable does not keep their "offer" promises - make sure you get something in writing that states the offer you will receive because if you only go by what they tell you over the phone when they are trying to earn your business is a total lie. read more