Questions and Resolutions
New York Customers | New Jersey Customers
Complaint Procedures
If a problem or question has not been resolved to your satisfaction by a Customer Support Representative, please request to speak to a supervisor in that department. If you are not satisfied with the results, please write to us at:
Time Warner Cable
Research Department
41-61 Kissena Blvd.
Flushing, NY 11355
Attn: Research Manager
You will be notified, either by phone or by letter, within two business days of our receipt of your letter. We will make every effort to resolve the problem within 10 business days. Should you still remain dissatisfied with our resolution, you have 30 days to refer the matter to:
State of New York Public Service Commission
3 Empire State Plz.
Albany, NY 12223
1-800-342-3377
Or you have 10 days to refer the matter to:
Department of Information Technology
and Telecommunications (DOITT)
Telecommunications and Cable Television Division
75 Park Pl., 9th Floor
New York, NY 10007
Phone: 311
If the matter is referred to the DOITT, it has 30 days in which to investigate the issue and recommend a resolution to the company. If the matter is not referred to the Department in 10 business days, our resolution shall be considered final. Any damage done by a company employee or agent to your property in connection with the installation, repair or disconnection of your service should be reported to Customer Support immediately.
We also participate in the Better Business Bureau (BBB) Customer Commitment Program. The BBB can be reached at:
Better Business Bureau
257 Park Ave. South
New York, NY 10010
1-900-463-6222
(Calls cost caller 95¢/min.)
Complaint Procedures
If a problem or question has not been resolved to your satisfaction by a Customer Support Representative, please request to speak to a supervisor in that department. If you are not satisfied with the results, please write to us at:
Time Warner Cable
Research Department
200 Roosevelt Pl.
Palisades Park, NJ 07650
Should you still remain dissatisfied with our resolution, you may contact the Complaint Officer for your municipality. The Complaint Officer for all municipalities, except Palisades Park and Englewood, is:
State of New Jersey Board of Public Utilities
Office of Cable Television
2 Gateway Center, 8th Floor
Newark, NJ 07102
Phone: 800-624-0331.
For the Borough of Palisades Park, you may contact the Complaint Officer at:
275 Broad Avenue
Palisades Park, NJ 07650.
For the City of Englewood, you may contact the City Administrator at:
Englewood Municipal Building
2-10 N. Van Brunt Street
Englewood, NJ 07631.
We also participate in the Better Business Bureau (BBB) Customer Commitment Program. The BBB can be reached at:
Better Business Bureau
1700 Whitehorse Hamilton Square, Ste. D-5
Trenton, NJ 08690-3596
Phone:609-588-0808.
Please be advised that you may provide us with written consent authorizing us to release personally identifiable information to the State Board of Public Utilities and the Office of Cable Television.
