Time Warner Cable Abominable customer service Cleveland Ohio

I am so tired of Time Warner bad mouthing us contractor's!. Listen their are bad apples in both inhouse and contractor's. And then you tw tech's wonder why we contractor's hate you guys! How about you tell these customers how us contractor's get stuck with the sh*t work because you inhouse tech's are too lazy to do actual work?! TW treats their contractor's like crap. Thank god my company pulled out of TW. We are now working for WOW. And I'm going to do everything in my power to get every last TW customer to switch to WOW here in columbus where I work. And guess what unlike TW WOW pays us if we upsell. So even more reason to take your customers. Maybe if TW treated the contractor's like employee's instead of the red headed step child then they wouldn't be losing contractor's left and right. And you keep on dogging us contractors and you will lose us and you will actually have to work for your paycheck! Trust me peope switch to WOW. They treat their customers and contractors better.

Having lived with a cable technician for over 12 years, I have heard complaints from both sides- customers of the cable company who think that by complaining to me I can fix their problems, and the technicians who are more times than not verbally abused by customers. I understand that you are paying a substantial amount for your service, and the technicians understand that as well. Know that the customer service representatives who schedule your service calls rarely put in all pertinent information regarding the problem you are having; this results in the technician taking longer to diagnose and fix the problem with your internet/phone/cable. There are also many times where a person will call and "invent" a problem just to get a tech out there so they can try to get a free upgrade; for example, My cable is snowy, then the tech gets there, the signal is fine, but the customer insists on getting 6 months free and a service upgrade. When a technician calls you en route to your home to ask what the problem is with your service, do not be rude. If you call a Dr after hours and have them call back, do you get nasty with them when they ask you to be specific? The more information you provide the faster they can be in and out of your home and you can have your service back up and running. The absolute rudeness of customers is truly appalling, I have heard from dozens of technicians over the years regarding customers yelling, cursing, threatening, etc. Do you realize that the service techs do not set the prices? Do you know they cannot control power outages? It's incredible what people choose to blame the employees for. If you have a rude customer service rep, ask to speak with their supervisor, but do not take it out on a technician who is trying to fix your problem. That is not only rude, but it makes one come off as having no class whatsoever. Be polite, you'd be amazed what can be accomplished.

As far as the technicians not being trained, that is in no way factual. Did the employee come out in a company van, or were they a contractor with simply a company magnet on the side? It is quite a difference. The contractor only needs to provide tools and a basic understanding of the cable industry to get a job. The actual cable company technicians undergo several months of training, with additional classes as needed for new technology/product launches. Don't categorize all cable company employees simply by one bad experience with a contractor. And to anyone out there who is thinking of switching to satellite from cable, know that every time you have a service call, you are virtually 90% guaranteed to have a contractor show up at your home and to be charged for every last service provided.

 Unfortunately i am under thumb by this cruel quasi-monopoly. I live in apartments in Sheffield and i am not allowed to have a dish service and phone line internet is not available.

 Every single day i use the internet between 4pm and 9pm my ping fluctuates between a normal 64ms to an unacceptable 220ms. When i transfer large amounts of data to an FTP my whole building feels the strain. Which is not fair to my neighbors.

 As for what internet package you get from twc is irrelevant since they have a bandwidth cap that prevents you from using your Internets full capability during peak usage hours or when you have hit a predetermined limit on data transfer.

 I have given up on having a tech come to my home because they are severely under trained. All the tech does is replace coaxial cable and monitor transfers from the data center. Calling them is just a serious waste of time nothing gets done besides audible transfer of sensitive information.

So basicly I'm at twc's mercy untill i decide to move. 

I'm sorry to hear about your experiences, and I realize how frustrating a slow internet connection can be when you're attempting to get things done.

Which service were you subscribed for? Road Runner Lite, Standard, or Turbo? There really is a noticeable difference in performance between the three and sometimes the will to save a buck or two instead of upgrading to the faster services can result in this frustration.

Believe it or not, we really are dedicated to your satisfaction and sometimes things happen or there are problems we need to get authorization to completely fix.. Sometimes we don't understand the problem and need to wait ourselves for a higher up's call and that's what results in the long wait times. If you're still a customer, I hope you're having a much better experience with TWC now.

I have had similar experiences with the company in question. They almost have a monopoly in some areas making it extremely difficult to get an internet service that is worth the price of admission.

I can't tell you the number of times I have spent and hours I have spent on hold just needing to ask a simple question. The customer service of TWC is laughable at best. On one call to upgrade my internet because the standard high speed they offered was some of the worst internet I have ever had, in fact I switched to Att highspeed dsl recently because of a deal they were having, and it is faster than TWC highspeed cable connection. (The phone call lasted 3 hours being bounced bake and forth between local and hq being disconnected several times).

When ever having trouble with their internet connection they would run a "speed" test and blame it on my router. My router has never had issues before and am still using it with my new att internet with no problems. When speed testing myself, with TWC I was pulling in downloads, uploads and ping that were well below avg. and in fact around 40% lower than the speeds advertised.

To further complicate the problem, the only time I could use the internet through TWC was between the hours of 8am-3pm, (later or earlier in the wee hours of the morning or the middle of the night worked also). The problem is they do not have the sufficient infrastructure in place to give the speeds advertised, the technology they use is over 8 years old in my location.

TWC splits the connection so many times by the time it gets to your house you are getting absolutely the worst connection possible.

I am surprised their isn't a class action lawsuit against TWC for false advertising.They are one of the worst companies I have ever had the displeasure of dealing with.