Time Warner Cable

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Time Warner Cable Reviews

Updated Jul 25, 2014
All Employees Current Employees Only

3.0 1,183 reviews

40% Approve of the CEO

Time Warner Cable Chairman & CEO Robert D. Marcus

Robert D. Marcus

(72 ratings)

53% of employees recommend this company to a friend

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
152 Employee Reviews Back to all reviews
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    • Culture & Values
    • Work/Life Balance
    • Senior Management
    • Comp & Benefits
    • Career Opportunities
    • Disapproves of CEO

    2 people found this helpful  

    Extremely Unethical - Voodoo Accounting

    Anonymous Employee (Former Employee) Los Angeles, CA

    ProsFair 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 Senior ManagementNeed 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.

    No, I would not recommend this company to a friend

    • Culture & Values
    • Work/Life Balance
    • Senior Management
    • Comp & Benefits
    • Career Opportunities
    • Disapproves of CEO

    2 people found this helpful  

    Corporate Enslavement.

    Customer Service Representative (Former Employee) Flushing, NY

    ProsPay is usually on time
    discounted cable services

    ConsPromised 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 Senior ManagementThey will sale you a dream. Don't buy it.

    No, I would not recommend this company to a friend – I'm not optimistic about the outlook for this company

    • Culture & Values
    • Work/Life Balance
    • Senior Management
    • Comp & Benefits
    • Career Opportunities
    • No Opinion of CEO

    2 people found this helpful  

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

    Inbound Sales Representative (Former Employee) Albany, NY

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

    Cons1) 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 Senior ManagementCARE ABOUT PEOPLE AND THEIR WELL-BEING.

    No, I would not recommend this company to a friend

  1. We want your feedback – Are these company reviews helpful to you?  Yes | No
    • Culture & Values
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    • No Opinion of CEO

    3 people found this helpful  

    Great Training Program - Miserable Pay

    Customer Service Representative (Former Employee) San Diego, CA

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

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

    No, I would not recommend this company to a friend – I'm optimistic about the outlook for this company

    • Culture & Values
    • Work/Life Balance
    • Senior Management
    • Comp & Benefits
    • Career Opportunities
    • Disapproves of CEO

    5 people found this helpful  

    Worst Company I have EVER and PROBABLY WILL EVER WORK FOR!!!

    Customer Service Representative (Former Employee) New York, NY

    ProsNOT ONE SINGLE PRO.... Unless you wanna count having a "job"and getting a check.

    ConsSo let me start off by saying that I did not leave this company on bad terms. I have never been written up. I had an excellent relationship with my team members and management. I am by no means a disgruntled employee. I left my job for better opportunity and more money. So I worked in customer service and honeslty this really is the worst job ever. I love people and I love trying to solve challenging problems. So customers that were unhappy did not bother me one little bit. However, this company sees it's customers and its employees as expendables. Helping the customer is not really your job. That is if you have to give them any kind of compensation lol. And customers are constantly billed incorrect amount for services and basically are told thats too bad. If you like that cut throat sales envirnment than this is the job for you... that is of course unless you like money. Win together the companies program incentive policy SUCKS.... They never actually tell you what you get paid for..... so when your selling you are not aware of the share you should recieive or why you are being paid a certain amount. It changes from day to day based on some bull crap scale. So you could wake up this morning with a $400 bonus check to look forward to and by tomorrow it literally could be $200. Management and supervisors work in mafia like enviornment. NOTHING is ever straight forward..... everything is a secret..... Job security is a JOKE!!!!!! Hired today and fired tomorrow. Promotion only comes if you know the right people or if your sleeping with the right people. I actually didn't believe that stuff like this still went on........ If you don't have the right connections you won't even get an interview...... Attendance is the easiest way to get escorted to your car....... i HAVE SEEN PEOPLE GET FIRED FOR BEING SECONDS LATE!!!!!!!!!!!! All time spent at work is supposed to be on the phone taking inbound calls.... You have 7 mins of personal time each day..... no matter how many hours you work this is the only extra time you get and your not supposed to take it everyday...How is one supposed to go to the bathroom you ask.... thats what your 15 min break and 30 min lunch is for lol......no excuses and no exceptions. I have a normal functioning bladder and while working here I had more Urinary Tract Infections than I would like to remember. They only promote puppets.... The company is always saying "things will change" buttttttt they use this as an excuse rather than an expression. Things only change in their favor. They steal bonuses. While Mr. Glenn Britt collects his full bonus every year they steal your bonus by rolling it into the crook scheme of this incentive program. So unless you live up to their 'UNREALISTIC' sales, attendance policies, ect. you get no monthly incentive and no bonus!!!!!!!!!! THEY SET THE BAR TO UNACHEIVABLE SO THEY DON'T HAVE TO PAY YOU JACK SQUAT. I could literally go onnnn and onnnn and onnnn but you get the drift..... good luck if you were selected for this job. You are absolutely gonna need it......

    Advice to Senior ManagementGrow a backbone and actually care about your jobs and the well being of the people below you. All the managers refuse to speak up for what is right because they are afraid that they will lose their jobs. This s job the employees constantly need moral boosters. Put together activities to keep your team spirit high.

    No, I would not recommend this company to a friend

    • Culture & Values
    • Work/Life Balance
    • Senior Management
    • Comp & Benefits
    • Career Opportunities
    • Disapproves of CEO

    3 people found this helpful  

    Unhappy at Time Warner Cable

    Customer Service Representative (Current Employee) New York, NY

    ProsDiscounted Cable and Affordable Health Insurance

    ConsPoor Pay, Not flexible with schedule, Not ethical.

    No, I would not recommend this company to a friend

    • Culture & Values
    • Work/Life Balance
    • Senior Management
    • Comp & Benefits
    • Career Opportunities
    • Disapproves of CEO

     

    Worst company ever to work for. Run away fast!!

    Inbound Telesales (Former Employee) Morrisville, NC

    ProsMoney is good if you work very hard and you can put up with constant stress and drama.

    ConsConstant micro management.
    Prisoners get treated better.
    High stress and drama.
    Just when you start making goods money they change commission structure.
    You get written up if you are out sick and return with a doctor note to be excused.

    Advice to Senior ManagementLet people do there job.

    No, I would not recommend this company to a friend – I'm not optimistic about the outlook for this company

    • Culture & Values
    • Work/Life Balance
    • Senior Management
    • Comp & Benefits
    • Career Opportunities
    • Disapproves of CEO

    1 person found this helpful  

    Collaborative efforts are nonexistent throughout this organization.

    Anonymous Employee (Former Employee) Herndon, VA

    ProsI was highly pleased with the pay and benefits. The attendance policy for my department was very reasonable.

    ConsThe company culture leaves much to be desired. If you are innovative and forward-thinking, this may not be the place for you. If you want to have more of a pleasant journey, keep your mouth closed and look straight ahead. Please do not do anything that could have the appearance of rocking the boat.

    Management tend to not understand how to manage talent. Instead of fostering growth and excellence, you are stifled. Being more informed than management makes you a threat.

    There are several cases where people are blocked from jobs that they would excel in. This is done to keep the productive employees from leaving a particular department or workgroup. So employees started searching for downgrades in positions just to move around and escape certain departments.

    I have observed the HIPPA Privacy Rule being violated, among other things. I have witnessed conversations about not wanting to hire women for certain jobs for various reasons. Employees are threatened for following the chain of command.

    This could really go on for hours!

    Advice to Senior ManagementPut down 48 Laws of Power and realize your workforce is there to help!

    No, I would not recommend this company to a friend – I'm not optimistic about the outlook for this company

    • Culture & Values
    • Work/Life Balance
    • Senior Management
    • Comp & Benefits
    • Career Opportunities
    • No Opinion of CEO

     

    Confusing

    Customer Service Representative (Former Employee) Greensboro, NC

    ProsThe benefits...almost free cable and health plans were great. Clean building, good base pay plus commission.

    ConsThe shift bids, lack of help from supervisors, changing of the systems that never worked in the first place. Upper management never knew what was going on and seems like they didn't care.They expect you to come to work even if there is a tornando at the front door, the calls are constantly and they don't have good training but expect you to know everything...but besides all that its a good place to make friends.

    Advice to Senior ManagementPlease learn what is going on and help your employees the best you can.

    No, I would not recommend this company to a friend

    • Culture & Values
    • Work/Life Balance
    • Senior Management
    • Comp & Benefits
    • Career Opportunities
    • Disapproves of CEO

    4 people found this helpful  

    Terrible

    Customer Service Representative (Current Employee) Middletown, NY

    ProsCo-workers are the only good thing. The technology is antiquated and the managers are inexperienced and nothing more than administrative assistants. No future, no hope. The only reason TWC has any customers is that they are the only service in some areas.

    ConsManagers have no idea what they are doing and do not help at all, too busy running childish sales competitions for trinkets.Not really a customer service position as they care only if you make sales, do not care about what the customer needs. They use ridiculous metrics to base a monthly payout. Just too many terrible things to even type in this little box. Bad promos for customers so very difficult to make sales.

    Advice to Senior ManagementNo advice, they can continue to walk around with their heads up each others asses. Stay on the sinking ship, you deserve to go down with this terrible company.

    No, I would not recommend this company to a friend – I'm not optimistic about the outlook for this company

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