Complaint Review: Time Warner Cable - Southern Tier NY - Internet
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- Author Not Confirmed
- Time Warner Cable - Southern Tier NY Internet USA
- Phone:
- Web: http://www.timewarnercable.com
- Category: Internet Service Providers
Time Warner Cable customer service runaround I want to downgrade my service - they obviously don't want to let me! Internet Nationwide
*Author of original report: Finally got some action!
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I currently have Turbo Internet with Time Warner Cable - Southern Tier NY. I've been paying $53.99 a month. I just got my new bill for September and it shows a $5 increase. Since I haven't noticed any appreciable increase in speed from Standard, I tried calling this afternoon to get my service downgraded to either Lite or Standard, depending on pricing. I called the number on the TWC website and got their national help desk. The person couldn't help me and transferred me to someone he said could help. It turned out to be Tech Support, who told me they have nothing to do with downgrading services, I would have to talk to Sales. She gave me a direct number which was nonworking. I called their national help desk number again and once more, they said they couldn't help and transferred me to Tech Support, who transferred me to Sales, where I sat on hold for more than 15 minutes before hanging up. I then called the local number that used to get me a live person at my local TWC office, but again got the national help desk. At which point I blew up and hung up.
A little later I tried again calling the local number, got the national help desk and a guy named Joe who seemed to be helpful. He told me he couldn't help (big surprise) but would transfer me to someone who could. At first he was coming back on the line every few minutes to check on me, but soon I was just left sitting on hold again for 45 minutes. I have just hung up and tomorrow I will try again. It seems to me that they deliberately make it almost impossible to change your service, especially if you want to downgrade.
There are other providers in this area but I have been with TWC for years, have all my email addresses here and don't know that any other ISP would be better. But I am so fed up with the lousy customer service and the runaround from Time Warner that I'm tempted to give another service a try, if only to make TWC come begging me to come back with a decent price.
If anyone has any suggestions as to how I can contact someone at their corporate headquarters who can and will get something done, I will happily try.
This report was posted on Ripoff Report on 08/26/2013 02:36 PM and is a permanent record located here: https://www.ripoffreport.com/reports/time-warner-cable-southern-tier-ny/internet/time-warner-cable-customer-service-runaround-i-want-to-downgrade-my-service-they-obviou-1079219. 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 Author of original report
Finally got some action!
AUTHOR: STNY.RR.Com Unhappy Customer - ()
SUBMITTED: Tuesday, August 27, 2013
I wanted to update my report because I called Time Warner again this morning (after I cooled down a little). I called the local number and when the automated menu asked if I had an account, I said no. That seemed to bypass the usual transfer to the national help desk and put me right through to sales, which is where everyone I talked to yesterday kept telling me I had to go.
A pleasant fellow named Julian went over all the options I had for different levels of service, then put me through to Promotions to see if they could extend the expiring promo. There was a bit of a wait but not nearly as long on hold as I experienced yesterday. A lady named Tinetta was very helpful and extended my promo to March, when all my promos are set to expire. She advised me to call again as soon as I get the bill in February and they should be able to offer new promotions.
All in all, I would say call as early as you can, keep cool and cooperative (I should have done that myself) and select the option on their menu that says you don't have an account if you find you're having trouble getting help.
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