Report: #164209


  • Submitted: Fri, November 11, 2005
  • Updated: Fri, November 11, 2005
  • Reported By: houston Texas
    Houston, Texas


*Consumer Suggestion: How to get to upper management at TWC

Show customers why they should trust your business over your competitors...

Time Warner for the second time in a couple of months is refusing to give me credit for OUTAGES, that have been going on for months. There is a problem in one of their boxes,and came out before to fix it,and did adjust my bill after going all the way to the Houston Mayor's Office Bill White and a cc copy to the Chairman of time Warner in Houston.

My Area on the west side has had a problem for over 3 yrs with outages, the whole system going out .

This last month the cabel was out again for three weeks,lossing tv channels, totaloutages,and all night down time till late in the day. Thsi went on for over 3 weeks. First I figured there was over night mainteance,since they are working here all the time. Then on Oct 1, the system was down 16 hours a day. I MADE THREE CALLS reporting the outages, but they said it is working,and explained that the service would go down and out around 6 pm, and stay offline till the next day at 10 or 11 am daily. This went on till the 16th,cause i keep a outage report.

When I did call I had to use other people's phones or wait till my phone came up since I have a INTERNET PHONE which the PEOPLE have been told I have and WHEN THE SERVICE IS OUT I CAN NOT CALL IN CAUSE HAVE NO SERVICE AT ALL.

THe service rep I talked too said the system looked ok and nothing was wrong. TILL I BORROWED a ladies CELL PHONE AND CALLED THEM AT 4 AM, Reporting that the system was out again, which she said yes something is wrong.

However when the serice trucks arrive which is between noon and 5 pm the system is back up. They checked my line plenty of signal, but still there was a problem. Took them 4 days to fix and nail it a box 20 houses down the street had shorts in it and when at night when people were watching cable the signal would go down on my end and go out.

When I called Time Warner they said we will give you credit from the 1st on till the 19th, MY BILL SHOWS ONLY 3 days credit not the whole outage I reported to them and dates and times.

The service rep said we can not give you any more credit and you have to pay the total bill. I REFUSE TO PAY FOR THE COST OF DOWN TIME and I have sent 2 letters again up stream to NYC Cahirman of the Board Of Time Warner the Mayor of Houston, and ready to go anf file a small claims law suit and get everyone in the court and find out HOW LONG THE SEFVICE REALLY HAS BEEN OUT AND GET MY CREDIT BACK. I DO NOT PAY FOR NON EXSISTANT SERVICE.


houston, Texas
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This report was posted on Ripoff Report on 11/11/2005 11:29 AM and is a permanent record located here: The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year. Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content

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#1 Consumer Suggestion

How to get to upper management at TWC

AUTHOR: Kevin - (U.S.A.)

This is what you can do to get to the bottom of your problem.

This methodology generally works to get problems resolved and worked for me when I contacted TWC. My issue was not like yours, but since I did not receive any help from their customer service department, I decided to be creative to get this resolved.

Here is what you should do:

1) Contact TWC Houston Office (not customer service, but their main number)
- Ask for Marie Grumbles office (she is VP of customer care for Houston area)


TRUST ME! You will get a response from someone in there. Also, the other thing you can do is to visit their website:
and look for management information --

Their e-mail addresses are structured like this

So, you can truly e-mail any of those executives there (including the guy over TWC houston)
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