A month ago I changed my TV, phone and internet service to Time Warner "Spectrum" since then I've made 4 calls to the customer service for "channels unavailable". The outcome was I needed to rent the larger box for an additional cost to watch a station I was viewing in one room but unable to recieve in another. Mind you this was not an on demand or premium station. It was a station sold to me under the $89.99 package. I ask you to explain why it can be viewed in one room but not the other? My advice check and check again before you agree or sign anything. I was never informed that this was possible by the sales department or the installer. Very disappointed for 11 more months. Debbie in Reseda read more

Dear Spectrum, Your service and business model is the worst. We have been paying $250.00 a month as a valued customer. We have 4 teenagers in the house and needed to upgrade our internet service. Thats right at $250.00 we did not even have the fastest internet and no paid channels. Took two hours to quit the service. If we leave for 6 months and come back we can have the same services but this 400 mbs internet for $115.00. Crazy we just quit today. Hope this company goes under. Maybe some service professionals will take it over some day, read more

Horrible customer service! After my internet router was defective, customer service told me I would need to exchange it (even though it was less than 3 months old). They told me it would be faster to go to the store. Wait was long with 17 people in front of me in the morning on a weekday! The people greeting customers at the front were rude. Hopefully I will not have to return with another defective router. read more

They said my cable box was free. Then, when I shut off service, they said I had to return the box or have to pay for it. How is this free?

Worst customer service, on the phone or the hour wait to return their terrible equipment!

The incompetence at this company is astounding. First they send two "installers" that actually have no idea how to install anything. They destroyed my wall trying to run cable, left a huge mess all over the floor. I've had to sit and wait for people from the company for 3 different days now, taking time from work, so they can send someone that can actually install something also to see all the damage they did. I requested they waive the installation fee and they declined it! Lol. Their customer service is a literal trash bin. I'm actually embarrassed for them. Do yourself a favor and avoid them at all cost! I've had At&t for years without issue, good customer service. But unfortunately I moved and they don't service my area yet I cant wait to switch from Spectrum. The second they've repaired this mess, I'm out! read more

They consistently lie about the internet being down or having internet issues. I think they do this simply so they don't have to credit you for the day of non-service. If I could switch to someone else I would, Unfortunately they have a monopoly in this area. I think somehow they actually got worse when they were bought out by Charter. They're now on par with Comcast. It's like they're all competing for a race to the bottom. read more

I had to swap my router out and was hoping to change my service as well, but when I saw all the awful reviews about this place I dreaded going into it. Instead I had an excellent experience - walked in and straight up to the counter to be helped by a dude named Brandon, who immediately got me a new router and told me how to activate it. Feeling lucky, I asked about the service change, and he was able to get me exactly what I wanted with no pushiness or anything unpleasant. I was in and out in a matter of 15 minutes with a new router and the new service that I wanted that saved me 70 bucks a month. I went in on a Saturday afternoon, too, so it's not like I hit up the place during a dead period. Great stuff! read more

Great service very helpful and a very nice layout. Adequate seating and charging stations. And they're open 7 days a week

Spectrum truly deserves the overall 1 1/2 star rating they have here on Yelp. I thought after the change from Time Warner to Spectrum that there might be some improvement but I was wrong. Internet Service is lousy and cuts out all the time. However, the real reason I'm writing this review is that they are up to the same old scams. Add a fee for a new service that was formerly included in the old service. Then the next month they really hit you and raise the rate by $10 or $15. This is the same tactic that Time Warner used-- nickel and dime you with changes in the hopes that you won't notice the huge rate increase due to smaller adjustments over several months. I've been with them for more than 15 years. But that doesn't matter. Apparently, Spectrum is not worried about losing long-term customers. Told me that the upcoming $194 annual increase in my Internet cost (+$16/mo) was due to a "discount rolloff." Problem is I was not receiving a discount and my past bills clearly reflect this. There had not been a discount line under the Internet, but there is a clear discount under the phone charges that I am still receiving. So why would my bills NOT SHOW an Internet discount line for a discount that I was supposedly receiving (not!) but at the same time clearly SHOW a Phone discount that I am receiving-- on the very same bills? Why?? Because I was not in fact receiving an Internet discount as they had stated, and the +$16 rate change was not due to any "discount rolloff." Instead, it is just a plain, old rate increase! What angers me also, is that Spectrum thinks their customers are stupid enough to believe these weak explanations. I will be looking into a new provider as soon as I get the chance. read more

Absolutely no reason there should be a 30 minute wait to drop off equipment. Totally inefficient. They don't care.

Extremely slow internet service. Unreliable and expensive. They are worse than Time Warner. While other companies are improving thier infrastructure and offering higher speeds and better service across the nation like Verizon; fios, google fiber, charter, Comcast heck even Time Warner cable was offering 300 mb internet for much less. Now that Spectrum is here they increased the prices and lowered the internet speed. And they are very unreliable with frequent outages. My account got downgraded to a "100" mb connection when they took over Time Warner, but I am only getting about 50 mb average on speed test! read more

Dealing with this company can be summarized in two words TRAGIC COMEDY. I have never had to deal with such a HORRIBLE LYING and DECEITFUL company in my life. On 2/24 I called to see what deal I can get on my Cable. They offered a package with a phone(which I don't need), whole house cable, 4 TVs included and high speed internet (same as I had before) for $158 a month including taxes. They told me that there is no additional charge for the equipment. On 2/26 the service was installed. One of the TV's was blurry and the picture was flipping. The tech told me that he will be back in 3 days with some gadget that will make it all better. He never showed up. A week later I logged into my online account to check my bill and found out that instead of the quoted price I am being charged $200. I called, got a bunch of runaround by the floor level reps, asked to talk to a supervisor. The supervisor gave me a bunch of reasons why I am getting a good deal beating and beating around the bush. I asked for my initial call recording to be reviewed, the lady told me that she is going to put in a request and someone will get back to me in 72 business hours. A week later on 3/13 I call back and ask for supervisor again. I end up talking to Floyd, I tell him 2 things my service barely works, one of my TVs is not working at all. The other TV sounds bad and the other 2 TV's the picture is constantly freezing. The second issue is that I am being overbilled. Someone was supposed to call me and never did. Floyd tells me that he is sending a Technician tomorrow and that he is resending the price dispute to the supervisor of the salesperson and someone will get back to me within 1-3 weeks. The tech shows up. Fixes the sound on one TV, proceeds to the TV where the picture is flipping and starts spinning tales: VERSION ONE: "this TV is too old and that's the way the picture on it is going to be". I tell him 2 weeks ago this TV worked perfectly, before your techs touched it. I turn on WII system and show him that the TV is fine. VERSION TWO: He looks at the connectors where the cable box is plugged in and tells me that the connectors are broken and that is why my picture is bad. I suggest that we connect the cable box to the connectors where WII system was connected, we unplug the WII system and plug the cable box in, the picture is still flipping. The cable guy is confused and has no more excuses. We go to the next TV where the picture is constantly freezing. BEST EXPLANATION EVER "it is freezing because the other TV's are on and everything is connected to one processor". I tell him that this is unacceptable and needs to be fixed. HE is looking at me as if I am speaking a foreign language. The tech tells me "I thought of something, I just need to get something from my car, I will be back in a minute" THE time warner nighly skilled and trained TECHNICIAN NEVER COMES BACK, he simply ran off. 4/8 none of the issues are resolved. I call again and end up talking to Supervisor Floyd from Los Angeles office again. From get-go he starts spinning a bunch of nonsense, tells me that his responsibility ends with submitting my complaint and he has no control over the fact if someone is going to even look at my request to review the initial phone call with the sales person, furthermore he does not owe me anything and it's not his responsibility. My question who is responsible for the switch and bait? is left hanging in the air. My patience is done GOOD RIDDENS TIME WARNER. Now I have to deal with a bunch of holes they drilled in my walls and returning the equipment to their location. read more

Avoid this place at all cost if you can. Wait times are horrible. If you have to return equipment go to ups or you'll wait an hour.

If I could give them zero stars I would. Their customer service is the worst! I was on hold for over an hour for a manger which it seems there's never one on duty. Anyway to make a long story short, they decided to disconnect my service because we have added additional internet service to the house and their policy does not allow two services under one household. They did not bother to notify us before they came to service our house or disconnect our service. We pay over $200 a month for cable and Internet. We pay on time and we have been loyal customers for years. Their customer service agents are rude and don't even care that they lost a $200 per month account for a $20 account. They didn't even try to find a solution. Their answer was this is our policy well guess what we moved on to a better service, faster internet and better rate! We pay less than half now. Good job time warner! read more

Raised rate after promising not to. Customer service guaranteed that for one year the rate would stay the same. 6 months later, they raised the rate $10 a month, Would not honor guarantee. read more

you SUCK twc... had them 3 years ago. had serious problems even before installation. i should have told them to go fornicate themselves with rusty garden tools and gone straight to DirecTV (who I now have and LOVE), but I figured it was an isolated issue. no. it wasn't. i hate them i hate them i hate them. F&%# YOU TIME WARNER CABLE read more

Are you serious! When did returning cable equipment become like the DMV! Take a number.. #8 is being helped, I just pulled # 26.. The employees for the most part seem friendly and are reasonably efficient. I'm definitely upset with Time Warner corporate though.. Waiting over an hour to return a cable box is just ridiculous. read more

i've just had the worst 13 hour day of customer service hell you can imagine. these people are corporate zombie monsters -- nobody gives a f&#@ about you or your issues. it's a monopoly as well. oh--and did i mention that the guy left with my phone? he left with my home phone because his phone wasn't working. he did bring it back though : ] read more

Well I will start of by saying EWWWWWW!!! My god this place is a zoo! But oddly enough great customer service and the line is always crazy .. But it goes by pretty fast so that's not to bad :/ what else can u say about this location.. Well there is parking lots of it but the actual facility is just not a place I wanna spend two hours of my day returning there equipment .. I will leave u w that read more

The lines were outrageously long. I left after waiting 90 minutes. If they had more competition, they would have better customer service. There just doesn't seem to be any caring for the customer here. If this was another field, they'd be out of business. Monopolies work. read more

Believe the bad reviews this place is a total joke with one location and 10 clueless employees standing around waiting for customers to return used outdated equipment that Time Warner installs. Pretty pathetic but what options do you have and they know that! read more

Worst customer service on the planet. I've literally been lied to, had my time wasted, and have been jerked around by this company for 3 whole days. I scheduled an appointment for today to have my service transferred. The appt was supposed to be from 9 to 10. At 9:30, the tech hadn't shown up, so I call. "He will arrive some time BETWEEN 9 and 10". Between is NOT the same as FROM. "FROM" indicates a time of arrival, and a time the tech will be finished. "BETWEEN" indicates I will be waiting at least that hour for said tech to show up. So I'm wasting my time. They also said they would charge me for a new modem. Uh... there is nothing wrong with my old modem. "Well, if you use the old modem, we will charge you a chip fee." Wtf? Sooooooo I'm being charged no matter what then? For a service I was told was free? That's a bunch of bullshit. Also, I made an appointment for an installation of their home security system. For some reason they couldn't be installed on the same day (why? Uh... couldn't get a straight answer on that one), so I scheduled it for Tuesday. I get an automated call today saying that my Wednesday appointment is set up. Wtf? I'm working weds, which is why I scheduled it for tues. I call customer service. "Uh... your appt has been re-scheduled." WTF?! BY WHOM?" "Well your last customer service rep tried to get Tuesday, but was denied by the tech schedule system. So he put you down for Tuesday request, hoping someone would cancel but made the appt for Wednesday." "WHAT KIND OF CUSTOMER SERVICE IS THIS? I WORK WEDNESDAY! YOU CAN'T LIE TO A CUSTOMER ON HOPES AND WISHES! That's why customers make appointments!" "Yea. You're right. I apologize ma'am. I'd be mad too. Would you like to re-schedule on a day when you're available?" -_- was my face. This company has great internet connection. The customer service leaves waaaaaaay to much to be desired. It's shameful actually. Just shameful. read more

A complete nightmare... the moment i signed up for time warner, my nightmares began. There worst service rating in America was not unwarranted. You are lucky if you get service. Youll be paying while getting nothing. It took me five phone calls and a week long to find my account. Of course Im paying for having nothing. I also received equipment that I did not ask for. I have written proof of this. Im here at a TW office many miles away to return this. Of course theres a crapload of people here waiting to get served. Its like a freakin dmv. Could we get a class action lawsuit? read more

To (badly) paraphrase Mark Twain, sorry for the long review, I didn't have time to write a short one. I needed to visit the TWC store to pick up a digital converter kit for my TV. Before leaving home, I checked this Yelp page, simply to find out what time they opened. I groaned when I saw all the bad reviews. I was hoping to do this quickly and easily on my way to work and still get in on time. Then I read about long lines, rude and ill-informed reps and understaffed stations. I donned my asbestos body armor and mentally prepared to be kept waiting, abused and badly served. I walked in and pulled number 9. The board showed they were attending to customer number 5. In less than two minutes, I was at the counter and a friendly, smiling rep named Claire was looking up my info. I expected some difficulty because while I pay for a phone/internet bundle, my landlord pays for TV. How could I expect them to hand over an expensive piece of cable equipment when my account shows I don't have cable service? I briefly explained and Claire didn't bat an eye. While she was retrieving the converter kit, I couldn't help overhearing (although I wanted to) the customer next to me berating the customer service rep who was trying to help her. She kept demanding a better deal while the ever-polite rep gently explained that she wasn't able to wheel and deal (my words) but could only quote the prices that the company had on offer. The customer was rude - saying that the rep had a "bad attitude," "gave her a bad vibe," "wasn't suited to her job," etc. The only bad attitude I saw was from the customer. I leaned in to Claire and whispered, "you guys have a very hard job." She lowered her voice and said, "you have no idea; that's nothing." While she was finishing up the paperwork, she asked me about my Thanksgiving plans and I asked about hers. She mentioned that I'd be getting a call asking me to rate her performance and I assured her that she'd be getting high marks from me. I also mentioned that I'd like to give a shout out to her co-worker who handled a very ugly customer with poise and grace. She then hit a few buttons on her computer and said, "I see you're paying $105 per month for phone and internet. I think we can do better than that; it's the holidays after all." In total, I was in and out in less than 10 minutes. I had the item I went in for, I had a pleasant exchange with another human being and I'm now saving $35 a month on a service I never even mentioned. I'm not discounting or discrediting the experiences others have described at this store but it's just possible that a little respect and compassion for those in customer service jobs, especially those with an already soiled reputation, can reap rewards. It certainly did for me this morning. All in all, this lady made my day. read more

It's the worst company ever I had to do business with , there are a bunch of liars over the phone , they are promising a lot of things giving you different prices and when the bill comes is completely something else , I will never do any business with company ever . read more

DO NOT USE TIME WARNER CABLE!!!!!!! If I could give them zero stars I would. I had Verizon before but they don't have that in Van Nuys. Someone in my house downloaded a movie off the internet and now Time Warner has interrupted my internet service 4 times with warning notices because they say they have the right to stop people from sharing movies. Porn is okay, but not movies, because Time Warner only wants you to buy THEIR subscriptions to movie channels. No one has downloaded or watched a movie in weeks, and today the stupid message is back, and I can't do my college work online. I'm desperately looking for another service provider but I don't want to buy the $100 box that ATT makes you buy for theirs. Also, my internet connection has always gone out about 20 times a day for no reason, which is incredibly frustrating since I play online games. I'm in a dungeon with 40 other players and suddenly I get disconnected. By the time I get back on, my character is dead and everyone wants to boot me from the dungeon. When I called to complain I was told I have to go get a new modem, even though it's the connection that's the problem. I bought three routers and it didn't solve the problem. Then my rates went up $10, and when I complained the operator gave me a discount that amounted to my original price - except the following month I received the old rate, plus a bill for $10 that was labeled "unpaid" from the month before when I got the discount. If you have any other recourse, DO NOT USE THIS PROVIDER, EVER!!!! And if you do, remember: porn is fine, but watching "Despicable Me" with your kids is a sin according to them! read more

Horrible service I have been paying $60 for spectrum internet every month for the last two years and I found out that the package they sold me my area wasn't even able to support so I was paying for 200 download and 10 upload and I was only receiving 80 download and 3 upload. when I called to confront them about this they said oh well you never complained about this before so we can't refund you and every time I've called them to try to get a refund because they false advertised to me and sold me a package that my area can't even provide they transfer me to the cable department or other departments or they just hang up on me. completely horrible service. I said I'm not happy that you guys up sold me for a package that I can't even get the full service for in my area and the guy told me "OK cool, so do you want me to cancel your account?" And then he hung up on me. Extremely unprofessional and horrible service I absolutely hate using spectrum, the second I get a chance I will not use them again. This is false advertisement & illegal. read more

To the management team at this location please train your staff for empathy and customer service. This place made me quit your service at all. I came in to see for a better offer and off the bat (Coral) decided to just have an answer to all my questions didn't offer to work with me. Just kept saying that is policy... So your policy to keep an existing customer on the same plan for 3 months and then to offer something new is ridiculous... Please avoid (Coral) at all cost..... read more

The star is only for the people with whom I have spoken . They are honestly trying to do a good job for a company with some serious issues. Its not their fault the company doesn't know how to fix the massive technical problems to provide smooth ongoing service. All they can do is send out a "cable guy". Last week my internet AND phone were out 6 times. And you never know when its going to happen. Theres just something disconcerting about picking up your land line and having it DEAD every night. And checking responses from an online ad I I placed .....and realizing I have no internet. NADA. Part of my income is derived from online advertising....and I can't depend on it, ever, thanks to Time Warner. I don't know which is worse, Blue Shield or Time Warner. I hate them both for the "service they don't provide" read more

We used to have Bright House and now have Spectrum. I was watching Truck Tech this morning and just got done watching a Spectrum commercial putting down DirecTV and Dish because they are not reliable and they go down in the rain. After the commercial, my TV starts to lag out and some of the stations go blank, this starts to happen and it is not even raining. Since Spectrum took over for Bright House service has gotten worse. Go Spectrum read more

Well I'm not writing this as a cable subscriber, but a performer that does public access shows at the studio here. The guys that run the show here are slightly retarded, but nice. I just did my 4th public access show yesterday. It went well. Our show is gay as hell and as stupid as they come, but I crack myself up...and that's all I care about. Plus it's free! You want to have a show on TV? Go here and get your show produced for free. They even have live shows...with call in's. Good place. Get your own show...become famous. Or not...probably not...is my guess...you're not funny! read more

I know this is Van Nuys/Panorama City so I shouldn't be surprised, but the manager on duty literally looks and acts like he is drugged out. Real professional. But I guess I would be too if I worked here. Currently waiting in a sea of people trying to drop off our boxes because Time Warner/Spectrum whatever they call this shitty service sucks. There are 10 stations but only 5 people working on a busy Saturday? I'm going to need a strong drink after spending an hour here waiting in line. I hate you Spectrum. read more

I just counted 25 people waiting and THREE out of SEVEN registers open. I drove half an hour to get here because TWO cable boxes have crapped out on me in 12 months, and I've been waiting 45 minutes to trade yet another box in. Shame on you, Time Warner. Shaaaaaaaammmmee! read more

This company sucks,they say the rate would be fixed for one year, after first month they increased my equipement charges and their excuse was that The manufacturerer raised the price also government raised the fee, and they claimed it is written in their contract that nobaby reads. It happened to me every time I signed with them.if you have other choice go with that one. read more

They moved to 8000 Van Nuys Blvd, Panorama City CA. They are now spectrum. Worst customer service. read more

OMFG, coming to the cable company is always an epic pain in the you know what. No matter what time of day, day of the week, you are always going to have to wait. First off, pull a number when you go through the door...like you are at the deli. For real. Then wait for your number to be called. If you are lucky, you'll wait 20 minutes, but chances are it will probably be longer. Probably way longer. Bring a book, or watch some Netflix....although ironically, I don't think there is free wifi. Anyways, an expected one star. Going to the cable store is one of adulting's most dreaded pleasures. read more

Without an appointment on Friday afternoon. Twenty people waiting. Three people helping. 4 Spectrum employees walking in and out of the employee doors, or looking at their phones. I left. Recommendation: Only come here if you have an appointment. read more

First, I got here was 2 people a head of me, the sign in machine, didn't say " if you have an appointment, please sign", " if you don't just go head press"No ", here I am trying to sign in thinking the confirmation that I got with the people on the phone earlier was the numbers, I punch in and it said " sorry, we can't find your order ", so I left and asked the people who work there, She said press No", the sign in for the people who make appointment, it was not clear, that I need to press" No", if I don't have an appointment, I went back to the sign in machine, now I have to wait 7 people ahead of me, I was so upset. I should be next after only 2 people now I am the last one... I wish they have a sign" if you don't have an appointment please press"No". read more

Yep. Five months later, and this company still sucks. Stay away!!!!! Anything but TWC. They're so bad that they had to rebrand themselves as "Spectrum." They used the word "spectrum" because you get all the colors of the suck rainbow in one high intensity beam of suckiness. Check out Verizon, AT&T, DirectTV, Dish, anything but these thieving organ grinders. If you can't find another company that works for you, consider selling your TV and computer and read a book. read more