Everyone who has been the victim of similar unethical business practices at the hands of Time Warner Cable / Spectrum please go to : https://www.facebook.com/suetimewarnerspectrum/ Update: I got a call from a Time Warner/ Spectrum rep who left me a message indicating that they could not honor the deal that they made with me...that I enumerated at length below. The price package their previous CSR's purportedly switched me to. This is their concept of customer service. The CSR that left the message clearly did not read the account of their promise to switch my service to the package posted below. Obviously they were not motivated to look up the call records, they state that they record the calls, and acknowledge that they have a problem that flows from CSR's up to shift managers with offering deals that they then do not honor. What an unethical company. It is really remarkable to have a company that makes consumers so angry that they are compelled to post on a social media page because there is no recourse for the unethical behavior at the corporate level that operates both with impunity and without correction. ORIGINAL POST: "Always get a confirmation number after you talk to Time Warner / Spectrum people. I was signed up for 40 a month for 12 months for the new Spectrum 100mps internet service...after dealing with them on the phone on and off for nearly 4 hours. Today I find I am paying 70 a month and I just gave up trying to get through to a human through their clever automated phone system designed to keep you away from human support. 4 hours. This is what happened: First I called and I was switched to the new internet and I scheduled an appointment for someone to come bring a new modem. The day came, it was a Friday and nobody showed up at the 11:00 time. (I stayed home from work for this). I called Time Warner and they had NO RECORD of the appointment or the switch in status to the new internet promotion. I could not remember the agents name and I did not have a confirmation number and nobody at time warner had any record of my call or the transaction. INSANE! Moreover Time Warner now would not honor the internet promotion for higher internet speeds at a lower price in my neighborhood, (that I thought I had been switched to and was the reason I was waiting for a scheduled time with a technician to switch my modem). I was advised to cancel my service and sign up as a new customer through Spectrum by a Time Warner sales rep. A huge inconvenience but part of the massive corporate labyrinth that they have created that is totally dysfunctional. Of course, before this could happen, they sent me to the "Retentions" department first....people reading from a script whose mission is to keep you on your existing plan, paying more for less. This person told me that I would be charged a 200.00 dollar fee to sign up again. I told her to hold on the phone while I processed the transaction online... to see if this 200 fee actually was a real thing or bullshit. It was bullshit. I was able to put in my credit card and sign up without the additional fee. I told her I wanted to speak with her manager. Not 5 seconds later, the original agent gets back on the line and says she can "Honor" the 40 dollars a month promotion. Again...this is what happens when you escalate with their agents..they have protocols from a script. I did ask to speak to the manager because the 200 dollar threat, something that they designed to keep people from leaving, is something that would have daunted a less persistent person...like my mother. The manager had no answers for me. She is of course, just a person reading from a script with protocols to follow. Today...I log in and see that I am paying 70 a month when I should be paying 40 for 12 months based on my transaction with Time Warner/ Spectrum. Maybe I'll call back tomorrow, set aside 3 hours to hold someone accountable. If anyone at Spectrum/ Time Warner is reading this, leave me a direct line to competent human who can see the notes made on my account, and I will remove this review. I'm not holding my breath....everyone knows that Time Warner and now "Spectrum" is the worst. Good luck with your "rebranding"...your operations and service is still unbelievable terrible." read more

PLEASE READ!!! TIME WARNER CUSTOMER BULLYING CASES!!! I recently wanted to discontinue Time Warner cable service. I called customer care as directed online. After I went through the process of finding the disconnect department and making the final request, the representative told me the cable would be shut off the next day. The next day came and went. Multiple days went by and I still had cable. They did nothing. They lied to me. I called a 2nd time and asked to speak with a supervisor in the Disconnect Department to explain what happened. The supervisor asked why I wanted to disconnect my cable service. I told him I would be moving sometime soon but I didn't know when and where, I just wanted the cable disconnected. He told me he'd transfer me to the Moving Department, which deals with transferring services to new locations after customers move, not in disconnecting services altogether. I told the supervisor I didn't want to be transferred and I only wanted him to disconnect my cable service, which was what he was in charge of. He refused my request over and over again and kept saying he would transfer me over to the Moving Department. The call was eventually terminated with no honor to my simple request. I tried calling back later to speak with someone new who could possibly help me. A female representative told me she could honor my request to disconnect cable service. She put me on hold, then came back to say I'd have to pay $39.99 "disconnection fee", which is unheard of, which no one from T.W. staff ever made mention of or ever asked for in previous conversations. I disputed the fee and the representative told me she would check with the supervisor. She placed me on hold. I kept my phone (on speaker phone) on hold for over 20 minutes when I realized the representative would never come back on the line. After being lied to, denied a legitimate request as a customer (to disconnect a service), and being left to hang on the line as long as it took for them to get me to hang up, I want nothing to do with Time Warner. I was initially going to keep my internet service after disconnecting the cable service but now, after being treated like this, I don't want to do any business with them ever again. read more

Ugh. Had the worst experience with spectrum cable. I've been a relatively happy customer for over 6 years with them. That changed today. I was having intermittent WiFi outages at home. No bueno as I work from home sometimes. Well, after calling them they said I need to change my equipment. Of course I need to change to "theirs" as mines was no longer compatible. Fine. So I trekked down to the Santa Monica store. Boy was my day about yo take a turn for the worse. I park a block away (there's no close parking) to pickup the new router and modem. I walk in and some guy with a ponytail looks up from his phone and dryly says "you gotta check in" uh..ok. So it's dmv style where there's a screen you look up at and see the queue. There's probably 5-6 people waiting. Two people being helped. The ponytail employee was on his phone laughing and fraternizing with a lady employee who was helplessly trying to help a guy with his cell phone plan. This drones on for 25 minutes. A lady gets up and walks out. Other customers are getting antsy. Eventually I get called upon. The guy helping me was obviously on lunch before and looked and sounded super drowsy. He then tried to sell me. Haaaa!! I'm in no mood to buy anything after this experience. I actually was talking to another customer in the lobby about a competitor who he switched to. That's not even the end. I leave, go home and try to set the thing up. You have to call to get it fully setup (so weird). So when I call it's here we go again with a not so knowledgeable "it's probably this probably that" person. Issue still unresolved. I had to make an appointment for a tech to come out. And then the inept customer service rep said there's an issue outside of my property that throttles my speeds. What!?!?? So I've been paying for "fast internet" but not getting it. Truly a horrible experience. Never again. read more

As a current TWC employer I've decided to write a review to let the consumers know how shady this company is. I work for the call center, i'm one of the ppl you speak to about your bill changing......hello :) First, I would like to say I'm in the middle of changing jobs due to do terrible way they treat consumers/workers. I'm sure you're aware that calling in to certain departments can change your billing rate right? Ok well did you know that those same ppl CAN lower every customers bill that calls in? If you have a $200 bill more than likely it can be reduced to about $120. Those rates that you see online, CAN be given to existing customers, even though they like to tell you those are entry level rates....What you don't know, is that this company makes the sales rep sell you from 'top-down" because the have a certain MRR that they have to meet to make commission. The company has their workers lying to customers and cheating them for their own financial gain. Whats worse is that the workers have to lie and cheat the customers, because if they give away too much money they will fail their scorecard and get fired. I think it sick and ridiculous that such a company exists, they have screwed over so many ppl that now they're hurting the ppl that work for them. They now have to save customers from cancelling, but can't lower their bill more than $16 dollars, those metrics have to be met as well as getting a certain amount of points for a final payout, failure to comply will resort to termination....so now some of you know why you can't get your bill lowered, or have a hard time getting anything from them after you had to answer those stupid questions about "what types of shows your household likes to watch?" or "how many devices do you have?" read more

I just had the worst customer service experience ever and I'm very upset how I got treated at the store - I'd love to give minus 5 stars if that would be possible. To start with we had a lot of hassle as when we switched to a new package due to a promotion. They send us a new receiver (same than the one we already had from them and that was perfectly working) and a modem (which we didn't needed as we have our own and that was discussed by phone). So I had to bring the receiver and modem back to the store. Parking is as always bad so I carried the 2 big boxes in myself being pregnant. I put them on the bench inside next to the line and when it was my turn the rude woman said I should bring the boxes over (not in a nice way). I said that I can't because I'm pregnant. She asked another customer who laughed and said I just brought them in why I can't carry them over myself. I explained again that I'm pregnant and that I shouldn't have done it but didn't had another option. The woman behind the counter said they are not here for carrier the boxes. The other customer then brought the boxes and the horrible woman behind the counter said that I should at least say thank you to the customer (which I of course did). Honestly I have never been treated that poorly before. As it would be on her to teach me to be polite - she talked to me like I'm a school kid. I also explained her the unsatisfying situation about the equipment we got sent for nothing and she did not even respond to me. Honestly Time Warner you are destroying your business by employing such rude people. Unfortunately I didn't ask for her name but there were only 2 woman working in the morning at 9am and she was sitting on the left side. read more

OK folks - I won't add to the bitch fest, but instead will provide info on what "things are at work here" and what you can do to combat it. America is the embodiment of hypocrisy, and nowhere is that seen as clearly as in the monopolistic AOL-Time-Warner (read: "assholes, slime barfers") oligarchy, despite the American myth and so called "laws" and "regulations" about anti-competition, conflicts of interests, blah blah blah. It's BULLSHIT. Which points to: Talk is cheap, look at what people DO, not only what they say. The second thing to understand is the unprecedented corporate conglomeration that's occurred over the past four decades or so. The result is that mass-media - film, tv, radio, newspapers, Internet, books, and magazines - are now controlled by SEVEN companies. (bonus points if you can name all 7) And the biggest monster of all is, you guessed right... The ONLY recourse is to make your voice heard on any level you can reach; city council, other local government, the FCC (yeah, good luck with that buncha sell-outs), orgs like FreePress.org (i tinkthat's them) and MoveOn.org who once in awhile mobilize behind mass-media issues. CLEARLY, conglomeration benefits by and large the monopolies and owners of this country, while you and I are left to eat crap and take it - my DVR has NEVER worked right for 48 hours straight in over 3 months! - simply because we aren't ultra-rich. There's much more detail, but there's the raw basic truth my peeps. Now, go forth and bitch, but organize - ie: conglomerate - first and bitch en masse... read more

Don't know where to leave this general review, so I'm just choosing a few. Stay away from the absolute uncaring greedy h.e.l.l. that is Time Warner Cable. They force you into digital and tuning adapters, but fail to tell people they are ALL REFURBISHED! Nobody is getting new equipment. In fact, none of the remotes work because all the batteries are empty!! For THREE WEEKS now I have been trying to get a picture. Techs who don't show up, techs who show up 1.5 hour too late, are rude and leave, techs who don't put service orders through, techs who forget to bring equipment that is faulty in the first place. Construction techs who forget to inform management that they need access to apartments below mine. UNPAID TIME off work, meaning I am paying for this s.h.i.t. to boot because they're too greedy to hire evening crews to accommodate the paying customers. Claims that they send the adapters over for free, but failing to tell you that you will get the FedEx bill and you'll be on the phone with them to "pair" the equipment for hours. And then, of course, next year they get to charge subscription fees. Someone should start a TORT lawsuit (just like the one Yahoo is facing for those horrendous invasive ads in your emails) and put them out of business. I get to wait another week. It's been a month then. I hope someone shuts them down. read more

I called spectrum to shut off service. What should have been a 1 minute phone conversation, turned into me having to endure 20 minutes of a SALES PITCH for cable TV service, phone service, and faster Internet from the phone rep. Spectrum deceptively self-describes their noxious sales pitch as "We would be doing customers a disservice if we didn't go over all these things". I'm not stupid enough to fall for this deception. Then, when I went to their Santa Monica office to return my modem, it was $1 to park in a structure, then a 5 minute walk, then waiting in line for 20 minutes. Initially, I told one of the people working there that I was just returning my box. After 20 minutes of waiting, that representative finally said I could just leave the box there. Well, thanks for making me wait 20 minutes without telling me! I was thinking, if this was Amazon, they would NEVER make people wait this long. They would do a quick QR code scan, and then you'd be out the door. Anyway, Spectrum's slow service and obnoxious, slow sales pitches are all a great advertisement for StarLink internet. read more

appauled today I was lied to in order to get service connection over a year ago and had dealt with a supervisor name Alex Scott months ago. Well I asked him for the number to ther corporate offices in New York and totally denied me the information yet when I told him I would file a complaint about him he enjoys telling me that my call with him was not recorded. And earlier I received a call from a Glenda in that same office and she was so rude and when I asked her name she Studdard and was thinking what to say...This company is despicable and commit fraud in order to get customers. Not trustworthy and most certainly do not care...When I added service they promised me a list of channels with adaptors that do not cost much as an hd box but then they came and connected my service but no channels. "They lied". Thats when I spoke to Alex Scott from the executive team they sent someone out to switch the adapters with boxes but now after a year want to charge me for them after I was told I would not be charged. read more

I recently cancelled our Spectrum services since the cost kept growing and our effort to reduce the scope of the services Spectrum suppling did not achieve what we understood in discussions with the service rep we worked with. After cancelling services, Spectrum has a policy of charging for the full month. Unfortunately they do not have a policy of reducing the monthly fees when there is an outage and services are not supplied. I do not remember over the past 30 years with Time Warner, Spectrum and other preceding companies, whose names I do not remember, ever getting a reduced billing when there was an outage - the last outage was for 3 days when a squirrel chewed through the wires. New optical fiber systems are now in our neighborhood with 500Mbps (at less than half the cost from Spectrum) and TV streaming services below half the cost. We went with theses new services and are Happy. It appears to me that Spectrum has to compete with these services but does not want to retain long term customers. read more

I have cable/internet/phone w/ TWC and yesterday my modem died on me. First it was just a little sick and I couldn't get online. The girls @ tech support where awesome walking me through different things to do to try to help (I'm no so tech savvy). Anyway, after 3 calls (only because I was using my landline which had to disconnect every time they rebooted my modem) we got it working. Each call was answered quickly and I was helped quickly. After my modem working for about 20 minutes, it finally gave out which is when I called the 3rd time. She told me I could bring it in for a replacement. I drove to the Nebraska Ave store and added money to the meter (it already had 10 minutes on it) and expected a wait. I could have saved my change. I was back to my car well before the 10 min were up. And since I'm online making the review now, this one obviously works great!! Loved the service I got today :) Thanks Time Warner!! read more

If I can give a ZERO RATING, I WOULD!!! This place does not deserve any star at all! AVOID THIS PLACE ESPECIALLY CHARISE!!!! She is very RUDE, OBNOXIOUS, INSULTING, CONDESCENDING, UNPROFESSIONAL!!! THIS PLACE, ESPECIALLY CHARISE, has the WORST customer service in the area. . The people who work here have to realize that we, the customers, give them business, so they can have their paychecks so that they can have food on the table, a roof over their head, a car they can drive to/from work, and pay their bills. The people who work here talk like they just got out of jail or prison. They are very disrespectful. They seem to be very unhappy with their job. If they are not happy, go somewhere else! Maybe Charise is better at cleaning toilets and collecting garbage or cleaning sewage pipes or anything that stinks because she has a very stinky attitude - that way she does not have to deal with customers all the time. read more

This is the worst place to come if u need to service your internet or tele account. 2 nice employees and 12 customers . I need to swap out a defective cable box and should have had a tech come to my door but I expected an easy time as their prior location on Stewart was an easy out and in. We have been here for 45 minutes already . No they do not have the money to hire more staff I suppose ( ha ha boo hoo) for customers. It's hard to park here too. The staff is untrained ( not their fault ). People who need their internet at work in their home could get a cardio incident. Be afraid, very afraid. Blame the company not the staff. Never again, these guys need to get impeached! Customers are about to riot I kid u not ..... this place should be shut down due to the nausea they exhibit to their customers. I asked to speak to a manager but he was in the back singing " doom to all those who shall whimper and cry"! read more

I had an outstanding experience with Drew at Spectrum. From start to finish, everything was truly above and beyond. Drew was very nice, respectful, kind, and incredibly resourceful throughout the entire interaction. He carried himself professionally while still making the experience feel comfortable and welcoming. What stood out most was how well-mannered and attentive he was. Drew took the time to answer every question thoroughly and made sure all of my concerns were handled with care. His positive attitude and complimentary, respectful approach made a lasting impression. Excellent customer service like this is hard to find, and Drew definitely deserves recognition for the stellar performance he delivered. Thank you for making the experience smooth, pleasant, and stress-free! read more