Time Warner Cable Reviews

Updated August 28, 2014
Updated August 28, 2014
1,267 Reviews

3.1
1,267 Reviews
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Recommend to a friend
Approve of CEO
Time Warner Cable Chairman & CEO Robert D. Marcus
Robert D. Marcus
86 Ratings

Review Highlights

Pros
  • Great benefits awesome hours and chances for promotions from within (in 174 reviews)

  • Many avenues for advancement if you are competent, good benefits (in 128 reviews)


Cons
  • Cant move forward: not much growth opportunity once you are employed in the call center (in 49 reviews)

  • Upper management doesn't care about how they impact the customer or employees (in 43 reviews)

More Highlights

163 Employee Reviews Back to all reviews

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  1.  

    Worst company you could possibly ever work for

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Former Employee - Inbound Sales Representative  in  Albany, NY
    Former Employee - Inbound Sales Representative in Albany, NY

    I worked at Time Warner Cable full-time for less than a year

    Pros

    you get pretty much free cable, that is the only pro i could begin to think of

    Cons

    they "train" you for 3 months and its absolute joke of a training process, you learn nothing about sales. They feed you propaganda about how they love their employees but it is all a lie. The customer you have to deal with are idiotic, most can not do simple math. The company also advertises its products in such a misleading way that when customers call in they believe they can get something for way less then they can.

    Advice to ManagementAdvice

    quit

    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO
  2. 4 people found this helpful  

    Best of luck

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Current Employee - Customer Service Representative  in  Appleton, WI
    Current Employee - Customer Service Representative in Appleton, WI

    I have been working at Time Warner Cable full-time for more than 3 years

    Pros

    Cable is free and other services are greatly discounted. They start you off with a decent amount of vacation/personal days. (you will need them) the health benefits are pretty good for 1 person and family plans. if you can last they will match your 401 k after 5 years

    Cons

    You are a number, not a person. If you are not on a phone call 100% of the time even if you are doing something to help someone out your stats will reflect poorly and your are viewed as wasting company time.They say that TWC means that things will change 80-90% of the time it means more work for everyone and less satisfaction for the customer. for a communications company they have a hard time letting the right hand know what the left one is doing.

    ** this has nothing to do with the company it's self **

    Over time you will become numb to anyone who calls in about a bill being too high or there services not working for what ever reason. after hearing about 60 people a day only 1/4 of them are worth talking too. Most people can not do this for more than a year or two. Very high stress

    Doesn't Recommend
    Negative Outlook
    No opinion of CEO
  3.  

    Horrible environment- DO NOT APPLY!

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Current Employee - Inbound Sales Representative
    Current Employee - Inbound Sales Representative

    I have been working at Time Warner Cable full-time for less than a year

    Pros

    Great Benefits, competitve contests, building is centrally located

    Cons

    Base Salary too low, inexperienced management, Not enough Bathroom stalls in the office for the amount of employees, No support from supervisor, insufficient training, other employees steal your sales and management does nothing about it, NEVER be late or you will be given an occurence( they do not care about weather, accidents etc), you get a total of 15 minutes of personal time ( yes, this includes going to the bathroom)

    Advice to ManagementAdvice

    Get more training, train new supervisors to coach properly, teach empathy, come up with a system where others can not steal sales

    Doesn't Recommend
    Negative Outlook
    No opinion of CEO
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  5.  

    Do not work here

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Current Employee - Anonymous Employee
    Current Employee - Anonymous Employee

    I have been working at Time Warner Cable

    Pros

    Used to have awesome benefits, now we dont.

    Cons

    Pay is low. Management is chicken, and wont stand up for you.

    Advice to ManagementAdvice

    LISTEN TO YOUR TECHNICIANS!!

    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO
  6.  

    Unfair & un-safe work practices

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Former Employee - Installation & Trouble-shooting Technician  in  Elyria, OH
    Former Employee - Installation & Trouble-shooting Technician in Elyria, OH

    I worked at Time Warner Cable full-time for more than a year

    Pros

    Excellent benifits packages. Outstanding co-workers. Indoor/ Outdoor occupation.

    Cons

    Held accountable for 30 days (after the installation in a customer's home) of faulty equipment testable ONLY by the company not, by technician personally. Should the equipment fail for ANY reason, the technician is responsible (regarded/ handled as faulty workmanship).
    Held to unrealistic performance goals.
    Costantly required to communicate via laptop to dispatchers while enroute to next jobsite.

    Doesn't Recommend
    Negative Outlook
    No opinion of CEO
  7. 2 people found this helpful  

    Hell hole of a place

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Former Employee - Customer Care Representative  in  Flushing, NY
    Former Employee - Customer Care Representative in Flushing, NY

    I worked at Time Warner Cable full-time for more than 3 years

    Pros

    Great benefit package medical,dental, discounted services.

    Cons

    They care nothing about employees just a sales driven hell hole. They're more interested in sales than resolving whatever the issue is with the customer. They're talk of resolving the issue is just lip service. Treat the good employees like trash unless your kissing butt, and they'll still dump you. Never seen anything like TWC. I worked out the Flushing office the morale is low it's shameful. It's bad because they're some employees there that are really good, and really give a dang.

    The stress level is awful the ambulance is there at least once a week to carry someone out. For such major company I expected so much more, the turnover rate is shocking even with middle management. Just a awful work place.

    Advice to ManagementAdvice

    First and foremost take your head out your butts. Truly dedicate yourself to issue resolution with the service, next work on the morale of employees find out why the turnover rate is high. Empower the employees to do what they do best, there's a disconnect with the field reps and office rep explore why that is and bridge that gap.

    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO
  8. 2 people found this helpful  

    Extremely Unethical - Voodoo Accounting

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Former Employee - Anonymous Employee  in  Los Angeles, CA
    Former Employee - Anonymous Employee in Los Angeles, CA

    I worked at Time Warner Cable full-time

    Pros

    Fair Compensation
    Good Bonuses - even in the challenging years???
    Excellent Benefits
    Historically used to have great cash flow and wonderful potential for beneficial change with an infusion of more experienced and technically savvy management.

    Cons

    -Antiquated practices, processes and thinking by Senior Management

    -Years of monopolistic earnings were not put back into the organization and utilized to improve operations, infrastructure or new product development/revenue streams

    -Lack of experience with new deep pocket competition (historically area franchises and high cost of infrastructure overbuild kept competitors other than satellite/DISH from competing with TWC) from AT&T (UVerse) and Verizon (FIOS) hit the company hard. The subscriber losses were coming much faster and with more punch than expected and no specific strategy was in place to combat the challenge. Divisions continued with the same stale marketing campaigns and weekend sales promotions along with many potentially very costly and short term operational and financial decisions.

    -Desperate times may lead to desperate measures including divisional restructuring, minimally disclosed layoffs that occurred over months and years along with the "strategic" operational and financial decisions by Senior Management. Much of these chosen changes and adjustments were directed by individuals that had been working for the company for an extensive number of years who were inexperienced in dealing with the "bad times" and seemingly could only make choices that had a short term benefit. There are also only so many non-recurring and extraordinary items that can be reported on the income statement without drawing questions.

    -Customers and employees have historically been poorly treated.

    -Glenn Britt, Chairman and CEO will be retiring at the end of 2013. This could be a pro or a con with Rob Marcus 48 taking charge.

    Advice to ManagementAdvice

    Need to focus on customer retention and pinpoint the segment of customers that are of the greatest financial benefit. Stop chasing the customers who are those who always go for the cheapest deal or can't pay their bills and focus on the greatest users of your services. Having the largest customer share for cable services does not mean you have the highest profit generating segment of customers - that is antiquated thinking!

    Come up with new services and benefits for selecting TWC instead of making a decision to charge separately for a remote (great suggested idea by a manager to increase revenues) or continue to bill a customer on a disconnect for a cable box that hasn't been returned? Do you want a customer that won't return his box or that you will spend a lot of money chasing only to have to reverse revenue when he returns the box and refuses to pay the additional charges? This is costly make work!

    When you have an employee motto "Do the Right Thing!" apply it to yourselves and not only verbally talk about it set the right example. Don't ask employees to perform unethical activities and then have the audacity to stand before them and tell them what they did wrong in the process.

    If zero stars could be given in parts of this review they would have been selected.

    Doesn't Recommend
    Neutral Outlook
    Disapproves of CEO
  9. 2 people found this helpful  

    Be warned about the Inbound Sales Representative position in Albany, NY

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Former Employee - Inbound Sales Representative  in  Albany, NY
    Former Employee - Inbound Sales Representative in Albany, NY

    I worked at Time Warner Cable full-time for less than a year

    Pros

    Benefits, free coffee/hot cocoa provided all day, and there is not much more I can say.

    Cons

    1) They pay current employees $300 to get someone to work there. If anyone is telling you the benefits of this job, RUN. They want the money. At certain times of the year they give employees $600 to get someone to work there. This is no lie. Ask anyone who works there.
    2) You will be typing ALL DAY. All of the order entry is manual. Unless you are an amazing typist and love that, it will deplete you and exhaust you.
    3) The managers don’t have to know the system. Most of them don’t have a clue, and have never managed before.
    4) Once you are hired, you train in a classroom for 2 months and take tests. This part is okay. If you get hired here (as a first option), accept this and get the $14.50 an hour for that time if you are out of work. They start firing people after the third month.
    5) Don’t plan on keeping this job. The ongoing joke with someone in my training class was “I’m still here”. When I ended my time there, many had already been given final written warnings (meaning being fired within a month) or fired.
    6) They do not explain that a huge portion of your calls will be tech support calls. People are calling so angry that their internet, phone, or TV is not working (and some are paying close to $200 a month). Each call counts in your ‘metrics’. It is your fault if you don’t sell these people wireless security systems when they can’t even get a normal internet signal.
    7) You will work on the floor with a lot of sweet people (salespeople, not management), but nobody likes working there. Nobody is secure, and people talk openly about hating the job.
    8) You will have to go through ‘coachings’, when your inexperienced manager will belittle you for everything they feel you are doing wrong. The sad part is they could really teach you to improve if they knew how. They do not. Your friends on the floor will help you to survive there (I was making more than a number of people sitting around me because I listened to the suggestions of people doing well.) Unfortunately, even the top producers were getting write-ups and being fired.
    9) Unlike most sales jobs, the more calls you take, the worse you do and the less you make. I know, it makes no sense. If you have a hard-working ethic and take too many bad calls, you end up ‘red’ and will run the risk of being fired within 3 months. You will be then be told by the producers there to slow down your calls to make money. Then, you will get in trouble for seemingly being ‘unproductive’ but you will be making money. It makes no sense but that’s how strange and wrong their system is. Nobody knows how much commission they make until 14 days after the month is over, and people that feel they are doing great end up broke due to these screwy metrics.
    10) Yes, they suspended me for expressing all the things they were calling me there, and being open about all of the ways they were belittling me.
    11) I was then fired, like everyone else. What an evil and horrific experience. I don’t believe I have ever been fired in my life. I know I had never been called most of the words they insulted me with in my life.
    12) I got on Indeed.com when I wanted to warn others and realized someone had written something from Inbound Sales in NC, and they said at their location, half the people who they trained with were gone. It must be universal, same situation, different state. Bad company to work in Inbound Sales for.
    13) They have ‘wellness rooms’ for the emotional problems they cause by the belittling there and the lack of stability. These are closed little rooms where people can sign out keys and have emotional breakdowns off of the sales floor in private. I’m not kidding.

    Advice to ManagementAdvice

    CARE ABOUT PEOPLE AND THEIR WELL-BEING.

    Doesn't Recommend
    Neutral Outlook
    No opinion of CEO
  10. 2 people found this helpful  

    Corporate Enslavement.

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Former Employee - Customer Service Representative  in  Flushing, NY
    Former Employee - Customer Service Representative in Flushing, NY

    I worked at Time Warner Cable full-time

    Pros

    Pay is usually on time
    discounted cable services

    Cons

    Promised sales compensation never received or inaccurate amount when finally paid.
    Company does not care about employees
    Long hours.
    You must sale to irate customers or you get wrote up.

    Advice to ManagementAdvice

    They will sale you a dream. Don't buy it.

    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO
  11. 3 people found this helpful  

    Great Training Program - Miserable Pay

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Former Employee - Customer Service Representative  in  San Diego, CA
    Former Employee - Customer Service Representative in San Diego, CA

    I worked at Time Warner Cable full-time for less than a year

    Pros

    They offer an extensive training program for Customer Service Representative / Potential for advancement

    Cons

    Ten weeks of strict, sometimes grueling training all for a shameful 12.00 an hour? The CSP job has you taking call after non-stop call, all day long, from upset customers. Come on TWC, offer your employees a respectable hourly rate (15.00 at least) to do this type of work. The commission/bonus structure is based on performance and sales (you know how that goes) and the trainers were never quite clear on how all that really worked. Also during training, I got a little tired of a middle management member always walking in and scolding the entire class for alleged misbehavior around the office. Totally disruptive and a morale sinker for sure. After a while I started to think…what kind of people have they hired here??
    After being out on the call center floor for a few weeks I had to just walk away. Too much baloney for the money. Additionally, a few supervisors and leads actually inferred to the new staff out on the floor that it was indeed a low paying, high stress job. Not exactly instilling value or importance on the position for your new hires. But..if you can make ends meet on the 12.00 an hour (for who knows how long) and consistently be a top performer, there are opportunities for advancement. But of course, no guarantees on that.

    Advice to ManagementAdvice

    Instill value on the position and keep your opinions to yourself. You scare people away with your brutal honesty.

    Doesn't Recommend
    Positive Outlook
    No opinion of CEO

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