HSI Rating
6.1 /10

"Time Warner Cable has been great for internet. The speed is never an issue..."

Ashley Hodge | Durham, NC
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The good

Time Warner Cable delivers great Internet speeds. With six speed tiers, it offers services for every type of Internet user.

The bad

Understanding the long-term pricing structure can be frustrating. Customer service from Time Warner Cable seems to be hit and miss.

HSI's take

If you need a lot of technical support it might not be right for you, but if you can generally handle technical issues on your own, Time Warner Cable Internet can be a great value.

HSI Rating

6.1
Overall

Speed 7.1

Value 7.0

Consumer Interest 3.0

Consumer Satisfaction 7.2

The HSI Ratings are an aggregate score assigned by our Internet professionals. It includes several factors, including:

  • HSI's 2015 Consumer Survey
  • Government Data on ISP Speed and Reliability
  • Insights from Industry Insiders
  • On-site Customer Feedback
  • Analysis of Patterns in the HSI Database
  • Feedback from our partners

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HSI's Assessment of Time Warner Cable

Speed

Time Warner Cable Internet speeds

Download up to

50 Mbps

Upload up to

5 Mbps

Time Warner Cable scores very well in the speed department. It offers six speed tiers for its Internet service, ranging from 2 Mbps (Mega-bits per second) to 50 Mbps download speeds and upload speeds between 1 and 5 Mbps. Select markets have access to additional service tiers from Time Warner Cable with speeds up to 300 Mbps; however, those are rare. Time Warner Cable also began offering 1 Gbps Internet service in some areas recently. Despite the limited availability of the top-speed tier, Time Warner Cable delivers plenty of speed for most Internet customers. Surprisingly, the 2015 HSI independent customer satisfaction survey results did not show the satisfaction for Time Warner Cable Internet speed that we expected to see. It ranked about average at 3.5 out of 5. Time Warner Cable gets a big plus for not throttling customers’ bandwidth, though.



Value

Time Warner Cable Internet Prices

Internet Packages starting at

$15/mo

Top-Tier packages starting at

$65/mo

Time Warner Cable Internet scored below average for customer satisfaction with pricing. Introductory prices for the six main service tiers range from under $20 up to around $65. Those prices will increase by as much as $20 after the first year and will increase again after the second year, to what Time Warner calls, “regular rates in effect at that time.” Exactly what that means is unclear, but some people claim that its prices increase to more than double where they started. n addition to the monthly service rates, Time Warner Cable Internet customers can also expect to pay up to $8 per month for modem and router rental. Depending on the package, customers may also have to pay an installation fee. Despite the lack of transparency in the Time Warner Cable pricing structure, customers get a lot of speed for the price.



Customer Satisfaction

Time Warner Cable gets mixed reviews for its customer service. It ranks last among high-speed Internet providers on the American Customer Satisfaction Index (ACSI), but it also earned a Silver Star award from dslreports.com for maintaining a customer review score of over 70% for over five months. In the HSI survey, it ranked last among the major cable providers for overall customer satisfaction. f you look at the score breakdown from dslreports.com, Time Warner Cable averaged a B for pre-sales information, install coordination, connection reliability, service, and value for money, but it only earned a C+ for tech support. Although a C+ doesn’t seem low enough to completely explain why Time Warner Cable placed last on the ACSI, it may give an indication as to what specifically is causing the bad reviews. Other contributing factors may include the ambiguity of the long-term pricing structure and variation in service quality from market to market across the 29 states in which Time Warner Cable Internet is available. o matter what is causing the variation in Time Warner Cable customer reviews, the inconsistency renders the reviews inconclusive.


Details about brand prices, speeds, and other features may not be readily available for all brands and are always subject to change. While the brand reviews on HighSpeedInternet.com are well researched and every attempt is made to keep the information up to date, limited access to relevant information may cause occasional inaccuracies.