they don't even give reach arounds

10/13/2007 2:25:16 PM

My cable and internet were out at noon near Crabtree Valley Mall. I could play previously recorded shows, but I couldn't pull up anything live or view upcoming shows. And shows scheduled to record this morning did not record.

After they just increased my bill by $40.

[Edited on October 13, 2007 at 3:37 PM. Reason : Rebooting didn't help.]

10/13/2007 3:28:16 PM

Anybody besides me still having issues?

10/13/2007 5:37:55 PM

haha dman i live off of new bern avenue and my shit went out too. what the fuck happened.

10/13/2007 10:51:58 PM

my only issue is the bill

147 a month. about to drop a phone line and all the extra shit (keeping dvr) and see if i can get it under 100

10/13/2007 11:51:27 PM

147 a month!?

drunkandloaded could eat off that for a year.

[Edited on October 13, 2007 at 11:55 PM. Reason : .]

10/13/2007 11:54:43 PM

Quote :

"my only issue is the bill 147 a month. about to drop a phone line and all the extra shit (keeping dvr) and see if i can get it under 100 "

Yeah, I remember calling in to activate Digital + DVR + RR + Turbo RR which would've been ~100

Then the guy says "just add digital phone to it, pay one month, and then cancel it, and your bill will only be [~80] a month".

So I did that.

Bill is slightly over 100/month.

Don't believe their billing schemes. Man, if I wasn't surrounded by woods I'd have DirecTV

10/14/2007 3:08:08 AM

I am fed up with them. they keep increasing my bill... they offered me free turbo and then after a month started charging me for it. I got AT&T uverse last night for a much better deal (with all the premium channels) for much less than TWC.

I called them today to cancel and after being on hold for 20 minutes, as soon as I got a person and told her I wanted to cancel service, SHE HUNG UP ON ME.

fucking bullshit. I'm just going to disconnect all my shit and bring it up to the office once U-verse is installed.

7/30/2014 12:34:19 PM

Good luck cancelling... If you actually get them to a point where they will take their shit back, they will most likely try to charge you termination fees & penalties

7/30/2014 12:38:37 PM

why? i'm not on a contract.

7/30/2014 12:40:46 PM

just about the same thing happened to me last week. [WORDS]

after I went through their automated intro bullshit (including the part about downgrading my service, takes several minutes) I got connected to a lady of apparent Indian descent.

BrickTop: "hey, I want to cancel TV service but keep roadrunner".
Indian Lady: "oh sorry I can't help you with that" (inside BrickTops brain: wait, WHAT? I just went through the menu options to downgrade my service...) "but let me transfer you to someone who can help"
BT: ok

-transfer-

Raeshon: "hello this is Raeshon, thanks for calling TWC how may I help you"
BT: "hey, yes, I want to cancel TV service but keep roadrunner"
Raeshon: "hello this is Raeshon, thanks for calling TWC how may I help you"
BT: "HEY I WANT TO CANCEL TV SERVICE BUT KEE
Raeshon: "hello this is Raeshon, thanks for calling TWC how may I help you"
Raeshon: "sorry I can't hear you apparently we are having difficulties you will have to call back" and hangs up

BrickTop goes ballistic. nice crack in my phone cradle from slamming the receiver several times.

after I collect myself I call back. go through the same automated bullshit.

get connected to yet another rep who can't help me (WHY!?!? why can't you help me)

-transfer to some other lady-

Lady #2: "thanks for calling TWC how can I help you" in a voice so nice it makes me want to murder slap her
BT: "hey, yes, I want to cancel TV service but keep roadrunner"
Lady2: "awwww I'm sorry to hear that, can I ask why you want to change your service" in that super sappy tone
BT: "no not really, please cancel my TV service"
Lady2: "well, if you can just tell us what the problem might be perhaps we can take care of it for you"
BT was really in no mood to deal with this line of questioning
BT: "OK, I'm going to directv, because I like their user interface better, they have a better quality picture, I pay about the same amount or less, and I get better customer service. I don't feel like paying TWC the same or more, for a worse product"
Lady: "awww, well that's funny, because I've never heard anyone say dtv has a better picture"
**EPIC EYE ROLL**

-transfer with out prior notice or warning-

Lady #3: "in your records and I see that you returned your equipment. we also upgraded you to the phone service back in
BT: "hello? I don't think you're talking about my account"
Lady3: "oh? i'm so sorry about that, I put someone on hold to do some research, and somehow lost them"
BT: "well I'd like to cancel my TV service. but I want to keep my roadrunner"
Lady3: "hmmm sorry to hear that. unfortunately I can't help you with that. I will have to get my manager to help. let me put you on hold

-TRANSFER-

Lady #4: "hello this is -idon'trememberherfuckingname-"
BT: "WHAT THE HELL, I was just talking to someone about cancelling TV but keeping internet, what is going on" my anger level is more quickly escalating at this point
Lady4: "I'm sorry I don't know how you ended up here, but this is the Sales Department"
BT: "ARE YOU KIDDING ME. I just want to blahblahblahblah" unintelligible anger RAWR RAWR RAWR I honestly can't remember what I said, but bless her heart for taking it
Lady4: "I'm sorry but I can't help you with that, I'll have to transfer you"
BT: "are you serious, just cancel my shit
*awkward 10 second silence* (I shit you not, I actually thought I was being transferred)
Lady4: "do you mind if I transfer you"
BT: ballistic nonsense yet again

-transfer-

NICE HELPFUL LADY: "hello this is -idon'trememberherfuckingname-, how can I help you"
BT: "CAN YOU HELP ME, SERIOUS QUESTION I KNOW IT SOUNDS STUPID BUT CAN YOU HELP ME?"
NICE HELPFUL LADY: "well I can certainly try, what can I do for you"
BT: "I want to cancel TV service but keep roadrunner"
NICE HELPFUL LADY: "OK I'm sorry to hear that, let me just do that for you" said slowly while I can hear her make what appeared to be like 6 clicks of a mouse
NICE HELPFUL LADY: "your new bill will be $43.41 for roadrunner"
BT: wow, OK thanks

7/30/2014 1:04:28 PM

Quote :

"fucking bullshit. I'm just going to disconnect all my shit and bring it up to the office once U-verse is installed."

That's what you need to do. I recommend driving to the Cary location to drop off your equipment. When I did the same I tried to drop my equipment off at the location on Atlantic Ave. in Raleigh. There were 40+ people ahead of me on their ticket que and they only served one customer in the 10 minutes I waited. It was clearly going to be a wait measured in hours rather than minutes just to hand them their own equipment and get a receipt. Went to Cary the next morning at around 10:00 a.m. and no wait at all.

WHAT A SHITTY FUCKING COMPANY. SERIOUSLY TIME WARNER...INSTEAD OF PUTTING IN A GIANT WAITING ROOM AND A COMPUTERIZED TICKET QUE SYSTEM FOR THE TWO CUSTOMER SERVICE REPS WHO ARE ON DUTY HOW ABOUT HIRING SOME ADDITIONAL CUSTOMER SERVICE REPS. FUCK YOU.

[Edited on July 30, 2014 at 1:06 PM. Reason : l]

7/30/2014 1:04:52 PM

^colleague of mine complained about that just yesterday

he made a great suggestion: CREATE A RETURNS LINE. god how simple could that be

7/30/2014 1:08:56 PM

well isn't this just pertinent to today's situation for me.


I got a notification a few weeks ago that my promotion was ending, and my bill was to go up ~$40/mth. BUT SINCE TWC IS SO NICE, THEY ARE ONLY GOING TO BILL ME $20/MTH EXTRA FOR ANOTHER 12MONTHS.

so I receive my new, higher bill today - and just below my listing of services I see a line stating that their basic tier cable is $20.99/mth. my bill has been $59.99/mth since I don't know when, so I'm thinking HAL-LAY-FUCKING-LOO-YUH! THERE'S A SOLUTION.

So I get online to downgrade, using my user account..... nowhere can you downgrade. you can LEMME LEMME UPGRADE all day long, but not download. So I randomly choose to use the chat function and ask about how to downgrade (Big mistake).

"Bjorne" politely takes my information, then at the very end says "I cannot modify your account because you have promotional pricing" and gives me some boilerplate bullshit response to call the customer service rep line.

Can I go to my local TWC office and have my account modified?

7/30/2014 1:19:46 PM

^perhaps you meant to say..

*starts beatboxing*

7/30/2014 1:29:25 PM

https://www.youtube.com/watch?v=DGrEC_KDNDo

7/30/2014 1:35:12 PM

Quote :

"why? i'm not on a contract."

Neither were we... but apparently they don't refer to anything as a contract. It is all price lock guarantees (even if they expired years before) and service agreements (that they say we agreed to by never cancelling before) and equipment rental agreements (even though we purchased our own equipment) - and even if you have confirmation from months ago that you could cancel at a given time without penalty - they disregard that. Just my personal experience... you may escape more easily - I wish you the best on your journey.

7/30/2014 1:41:57 PM

seriously? i just won't pay it.

7/30/2014 1:49:19 PM

We refused... it took 2 days of 4 hours per day on the phone and about 10 reps before they "forgave" us of our fines - that were completely fabricated.

7/30/2014 1:58:28 PM

Yeah I signed up or a "price lock guarantee"...turned out to be a 2 year contract in disguise

7/30/2014 2:01:09 PM

yeah i've never signed up for one of those. i'll make sure to get a receipt... my wife's friend canceled TWC and they "lost record" of her cancelling and billed her for two extra months

7/30/2014 2:24:29 PM

For the past 4 years, I've paid the same promotional price for my services. Every July, it goes up. I call and tell them I can't pay the raised price and I need to keep my promotion and they have let me. Never really any argument either. Now, prior to 4 years ago they would give me a really hard time. I think they are getting softer since they are losing customers to dish, Netflix, Hulu. Etc...

7/30/2014 2:51:12 PM

probably my least favorite people on the fucking planet.

I canceled cable and bought my own modem, so at least when I inevitably tell them to fuck off for internet too I don't have to return them any god damn equipment.

[Edited on July 30, 2014 at 3:02 PM. Reason : foo]

7/30/2014 2:58:35 PM

i used to call and get a new promotion every year, but i decided to look at other options this time and i'm glad i did. the package i am getting from U-verse is better in every way (price, internet speed, content)

7/30/2014 2:59:53 PM

i'm cancelling TWC next month and now I know that I need to record my call and also videotape myself returning equipment

7/30/2014 3:01:33 PM

I'm surprised they couldn't cancel it on the date i asked for. poor customer service is another reason i'm glad to be getting rid of them.

7/30/2014 3:04:34 PM

I also get a new promotion everytime my bill goes up...its pretty easy to do.

Ive looked into other services, particularly U-Verse, but prices do not seem to be any better...plus I had one friend who had U-Verse, and the picture quality was easily the worst Ive seen on any provider, and his DVR routinely reset and erased everything...I cant go with anyone that has a DVR I cant trust (main reason I left TWC for DirecTV years ago).

Quote :

"Lady: "awww, well that's funny, because I've never heard anyone say dtv has a better picture" **EPIC EYE ROLL**"

To be fair, this is probably true.

7/30/2014 8:02:11 PM

This has worked for me the last two times I needed my rate lowered:

1) Tweet at them, @TWC_Help - say you're thinking of switching or just ask for a better rate if you're a long-time customer
2) They'll ask you to DM them your account info or phone number for the account: do that
3) By the next day, the retention specialists will call you to tell you how they will adjust your rate as best they can - this way you skip all of those damn phone call transfers
4) Profit

7/30/2014 8:17:12 PM

http://wraltechwire.com/time-warner-cable-to-offer-faster-internet-service-in-raleigh/13856483/

7/31/2014 1:31:31 PM

Just wait till Comcast and TWC merge. Then, in addition to raising prices every year for shittierservice, they will show up to your house and flick you in the nuts with a wet towel.

7/31/2014 1:46:36 PM

too little, too late. can't wait to dump these dipshits for fiber the second it's available.

7/31/2014 1:46:50 PM

^ Ok so who you getting fiber from?

Google still hasnt committed, the way they are rolling out in KC itll take years to do most of the triangle they are proposing to do. RST is doing wifi for last mile unless you are a business (and even then I bet they still will push you for wifi). ATT might be doing fiber but Id put money that its more a publicity stunt and if they do anything itll be an upgrade to uverse. TWC isnt promising anything but a speed increase which is mostly been done from their backend over the last few months (see my thread in TechTalk about this).

So in my opinion TWC is going to win the "who gets more speed first" battle.

7/31/2014 2:10:23 PM

just spent 21mins on the phone with a customer service rep to decrease my services....

- she started with a list of questions, beginning with " what do you like to watch on TV?"
- me: "I don't want to answer questions, please lower my bill to the service I see available on my statement, 'starter TV @ 20.99/mth "
- her: questions me about my internet usage, the again with TV
- me: "I just want to decrease my services"

So she puts me on hold, and comes back WITH A MORE COSTLY PACKAGE OF TV AND INTERNET. YOU FUCKING KIDDING, I JUST TOLD YOU I WANT TO SAVE $40/MTH OVER CURRENT BILLING. SO she blathers on about the promo that I was so graciously given, then I tell her that I want the lowest TV package... and ask if she can not see my bill - which she denied having the ability to

repeat with next tier down on TV, but with increased internet
- NO

repeat with existing TV, existing internet @ discount (Still higher than I know is available)
- NO

repeat with next tier down TV and existing Internet (lower than current bill, but not much)
- NO, I want the $20.99/mth TV!!!!!

repeat with the $20.99/mth TV and existing internet
- "THATS EXACTLY WHAT I WANT"

she went from cordial to snippy, updated the account and said goodbye

[Edited on July 31, 2014 at 5:06 PM. Reason : -]

7/31/2014 5:05:38 PM

I've spent hours on the phone with these idiotic fucks. You can get promises of internet-at-x speed and tv-at-y channels from a customer service department but get nothing but "packages" from their sales department.

God help you if someone has to come to your house.

These people have fucked me more than I can stand. Yet they are the only decent option in my area.

7/31/2014 7:10:41 PM

You can thank your elected officials from protecting you from the evils of competition.

7/31/2014 7:16:36 PM

THANKS OBAMA

7/31/2014 8:42:43 PM

Just call them and tell them you lost your job and they will not badger you and cancel your service with very little or no hassle.

7/31/2014 10:23:25 PM

Phone, cable, Internet all down. Wish they could tell me why instead of just estimating when service will be restored.

8/1/2014 1:41:20 AM

1am, probably a maintenance window. tier 1 wont know anything about it. should be back up now.

8/1/2014 8:25:04 AM

a little solace from my rant above.

Turned in my receiver box and remote yesterday after downgrading my cable to the 'starter' package. (My subscription had went from $12x to $14x, so I downgraded it, finishing at $102.) I asked to review my account to be sure everything was done correctly as I turned in the equipment. The lady did so, and advised that she could offer me an additional discount of $20/mth. Now I'm at $82/mth for basic cable, 15mb internet & wireless equipment fees. Fair enough.

As long as there is a brick & mortar TWC customer service office, I will never call the help line for service again.

8/8/2014 2:33:43 PM

We do $35/month for 15mb internet, includes basic cable as long as they never turn it off

8/8/2014 2:38:24 PM

Uverse guy is here now! taking TWC box back when he is done.

8/8/2014 2:48:11 PM

ugh the uverse guy said he is "getting nothing from the street" and has to go to the "neighborhood box" to see if he can get it working... bad sign?

8/8/2014 3:00:07 PM

Ugh he has to call backup to fix the line

8/8/2014 3:08:54 PM

I'd stab a homeless man for Google fiber.

8/8/2014 3:19:54 PM

don't you have some party likker to be making?

8/8/2014 3:29:15 PM

Not until our lovely federal government gives me the thumbs up.

8/8/2014 4:03:53 PM

OH WE BACK ON U-VERSE

8/8/2014 7:43:11 PM

FYI, when returning equipment you can just mail it to:

TIME WARNER CABLE
P.O. BOX 70872
CHARLOTTE, NC 28272-0872

no need to wait at a store

8/9/2014 12:15:27 PM

i turned my equipment and canceled this morning at the Atlantic Ave facility. took about 15 minutes waiting in line then 2 to turn in my box and get service canceled. much better than dealing with the morons on the phone (after navigating through the robo-phone tree.)

8/9/2014 12:30:05 PM