Skip to Content

Back to News Articles

Time Warner Cable Responds to Its Customers During Customer Service Week: "We Hear You Loud and Clear. We're Changing."

‘TWC TechTracker™’ and other smartphone app-based features enable customers to schedule and monitor their service experience

Industry-leading one-hour arrival windows and same-day or next-day service appointments save customers time

7,000 U.S. Care Agents in 36 Local Service Centers and More Than 13,000 Field Technicians Ready to Assist

Release Date: 10/05/2015

NEW YORK CITY, October 5, 2015 – Time Warner Cable Inc. (TWC) today commemorated the first day of national “Customer Service Week” by highlighting some of the significant changes made over the last two years to increase customer satisfaction and deliver a much improved service experience.

“We’ve seen where we’re ranked in customer satisfaction surveys and we’re familiar with the perennial jabs from the folks at ‘Saturday Night Live,’” said TWC Chairman and CEO Rob Marcus. “We’re telling our customers how we’ve made profound changes over the last two years to better respect their time, provide more value for what they pay us and deliver the kind of experience anyone would expect from a leading entertainment and technology company. The many changes we’ve made are just the beginning of the new TWC service experience.”

Beginning with an “open letter” to customers published this past weekend in major newspapers across the country and with the rollout of a new television campaign, TWC is speaking directly to its customers about the significant changes made over the last two years and what’s still to come to provide them with an enhanced service experience. The new television commercials poke fun at the traditional “cable guy” image and contrast it with how the company operates today on the customers’ terms.

Service That Respects Your Time

For TWC customers, the days of blocking off your whole morning, or even day, to wait for the cable guy to show up are long gone. Since its introduction in New York City and Los Angeles in 2013 and now available across its entire service area for nearly a year, the company has offered a one-hour arrival window. TWC technicians arrive within those windows an industry-leading 98% of the time. To better accommodate its customers’ schedules, TWC also offers service calls on nights and weekends.

More ways TWC is enhancing service:

  • TWC TechTracker™: Launching companywide by the end of 2015, the new TechTracker service makes getting connected with appointments and technicians even more convenient. Customers can provide their preferred method of communication (text, email or phone call) for appointment reminders, and even make changes to their appointment via notifications received. The customer also receives the technician’s name, identification number and even their photo (via text or email) when the technician is en route.
  • Service visit within 24 hours: If a disruption occurs with any TWC service that cannot be resolved remotely, the company will commit to sending a technician within 24 hours, often same-day.
  • Service on demand: The wait is over. With the My TWC® app, a customer can request a call from TWC or schedule a call when it’s most convenient to them. If a customer is ever waiting on hold, they can easily schedule a callback for when it is convenient for them. With “Ask TWC,” a virtual agent helps a customer find the answers needed quickly. If additional help is needed, the app seamlessly connects the customer to a live agent. A video chat with TWC staff is also available.
  • Self-service: The My TWC app also lets a customer check the status of TWC equipment in the home, pay a bill and confirm or change a service appointment to the home.

More Features, Better Value

TWC is adding many new features to its TV, Internet and Phone services. To give its customers more of what they actually want and need from their service provider, TWC is delivering faster Internet speeds, more On Demand and HD content, more local and cable channels streaming to multiple devices in the home, toll-free calling to more countries as well as services that are available out of the home – all at no extra cost. The company also is investing in its overall system infrastructure to give customers more service stability and fewer disruptions.

Tracking Improvement

To date, the company’s new initiatives have made a positive impact on its performance. The company reported earlier that in its second quarter of 2015 as compared to the same period last year, its repair-related technician visits to the home were down 15%. In communities where the company’s “TWC Maxx” program now delivers faster Internet speeds, more TV content and increased network reliability, the company saw more than a 35% reduction in the number of customers who chose to disconnect from either its video or Internet service. In New York City alone, the number of calls or inquiries from customers dropped by nearly 600,000 during the first six months of 2015 versus the same period in 2013.

“Some may question why we would do this now, when we are in the middle of a pending merger with Charter,” added Marcus. “Merger or not, our customers expect and deserve the best customer experience we can deliver. Today, we’re telling our customers that we’ve made great strides in delivering that experience over the last couple of years and that we are completely committed to doing even more in the future.”

For more information about the changes TWC is making for its customers including its new advertising, please visit

About Time Warner Cable

Time Warner Cable Inc. (NYSE: TWC) is among the largest providers of video, high-speed data and voice services in the United States, connecting 15 million customers to entertainment, information and each other. Time Warner Cable Business Class offers data, video and voice services to businesses of all sizes, cell tower backhaul services to wireless carriers and enterprise-class, cloud-enabled hosting, managed applications and services. Time Warner Cable Media, the advertising sales arm of Time Warner Cable, offers national, regional and local companies innovative advertising solutions. More information about the services of Time Warner Cable is available at, and

Media Contact:

Bobby Amirshahi | 1-212-364-8292 |

Back to Top