Spectrum

I had a prepaid internet service with Spectrum for several years until August 20th when I didn't catch up with my bill payment. The company practiced what they call a "soft disconnect" on August 20th and I haven't had any internet service on my account since then. On September 10th, I logged onto Spectrum's website to view my account, made a phone call to verify the past due amount of $157.13 for the last billing cycle, and cleared it with a payment using my debit card. The representative on the phone closed my account per my request, but I saw there was still a balance of $83.04 due on September 18th on my deactivated account, for the billing cycle from August 29th to September 28th. I thought this charge was unfair and unreasonable, so I spoke to three different representatives through the chat platform on Spectrum's website, yet they repeated the same narrative, saying this was due to a new policy enacted on June 23rd that I was never informed of. I fail to comprehend why I have to pay for something I have never used since the service date for this payment started. There has been no data flow on my Spectrum internet service since August 20th, yet I'm having to pay for a bill for the period that starts 9 days later and ends on the end of September.

DO NOT USE SPECTRUM Last December I discussed with an agent a reduction request for my bill. We settled on a price and I thought everything had been taken care of. Come to find out it wasn't taken care of. My service had been upgraded. Apparently it was upgraded through my remote (which I would not have done.) For 3 months I was owing more than I was paying. I didn't know this until I received a call from Spectrum saying that my bill was past due. I spoke with a representative who assured me that this was an error on their end, who apologized for the mistake, and assured me that it would be taken care of once they had a supervisors approval. I left it alone for a few months thinking everything was taken care of. It wasn't. Come to find out I now owe more in late fees than I did for the actual bill. A Total of 99.03. I am not going to be paying for this and I am ready to cancel my services with Spectrum. I can't believe I am having to deal with this. I called months ago to have it resolved for a mistake that I didn't make and now Spectrum is trying to tell me that they can't fix it because it is more than 30 days away from when the service was upgraded. They made a mistake, promised to fix it, didn't fix it, and now I am suffering for it.

Spectrum is quite honestly the worst company I have ever done business. Aside from their prices changing every 12 months and skyrocketing by 50% increase but their customer service is despicable. I called 5/15/19 to downgrade but the service rep was extremely unhelpful, when I asked for a survey or a way to provide feedback they said there was no way to provide any feedback, I asked to speak to a supervisor they put me on hold for 15 minutes and hung up on me. Again 5/17/19 I called to downgrade my services and was confirmed that the change would be effective immediately. I then got 6 missed calls and voicemails per day for a week while I was unable to answer at work, when I finally got a chance to call back I was told there was no issue and I can disregard the voicemails. Well the downgrade I requested NEVER was changed on my end. I called back to finally cancel my account because of the awful customer service and awful internet speed (I was paying for the 400mg and was getting 80 on the spectrum speed test) and after being on hold for 45 mins I was told there was a pending change on my account and I can’t cancel!!!!!!!! They said someone would call me within 2 days, they would not tell me when nor who. I called back today after not berating anything 5 days later and I was told it was still being processed and would take an additional 8 business days!!! I am not getting past due emails saying they are going to file it with the credit bureaus for non payment!!! SPECTRUM SERVICES ARE NOT WORTH THE MONEY AND THE CUSTOMER SERVICE IS ATROCIOUS!!!! DO NOT EVER DO BUSINESS WITH THIS COMPANY!!!! And I work in a customer care call center so I understand the hardships they deal with but the service level I was provided was honestly disgusting for a company trying to change me $180 for internet and 10 Cable channels. Disgusting.

Excellent service. Works great with my computer with no issues. I also use it to stream movies with my tv and have had no issues. Price was great also.

Yet another form of discrimination against families who live in rural areas? Spectrum committed to extending their services to NYS rural areas. When will they fulfill their agreement? It is the year of 2019 and Spectrum continues to say they will not service my area. Our children of school age need highspeed internet, our farmers, professionals who work out of their home, small bussiness owners etc. Personally, my career is dependent upon reliable internet services. Do I move from my home of 35 years or lose my job? What a disgraceful decision to have to make. Many companies are moving toward employees working remotely. Why won’t Spectrum help secure jobs for professionals working remotely or have small businesses from their homes? Is it because there are not enough customers in the rural areas, hence MONEY TO BE MADE? A formal complaint has been filed with Spectrum and the Attorney General. I pray this gets the necessary attention to escalate and resolve this dispute timely!

y experience was horrible. As a very upset new customer to the Spectrum family. My service was installed Wednesday April 3rd, or so I thought. The technician did not remove any of the ATT hardware and seemed liked he would have rather been anywhere else. However, he hooked up the cable and the modem and when I asked about my smart home features he said everything was working. That is until I realized the system was still plugged up and hard wired into the ATT products. Once I unplugged the ATT equipment, the WiFi and the internet stopped working. I immediately called customer service but even with their help they felt I needed another technician to come out but were not available until Monday. The next technician came out and I was not there but left my sister who lives there. Once I got home, she stated this technician said the 1st technician left some components out but he fixed them. But when I looked at my smart thermostat it would not even come on, plus the doorbell camera was still not able to use the WiFi. Again I called customer support who told me they should not have given me that modem because my WiFi was not able to reach my front door. In addition, upon checking my download and upload speeds they were 28.7 and 2.8 respectively. The agent apologized and set up another appointment for Wednesday but said they may call if they have availability for Tuesday. Tuesday I received a call from Spectrum and they set up an appointment for that day. Alvin was the technician who showed up and he was awesome! He said they never disconnected the ATT service from outside and that he would hard wire me because with that modem, I would need that to maximize the WiFi. He ensured everything was done correctly and working properly. Only he doesn't normally work in my area and could not find the upgrade for the modem and router. Last but not least, Leland showed up Thursday to change the modem and router. He also was awesome, but the persons he called into were not as good. It took him a minimal amount of time to change everything out, but an eternity just for them to remove the old equipment and add the new equipment. Then it was working and the agent refreshed and again everything stopped. A side note is the 1st and 2nd technicians supervisors called to ask about the service. They apologized and said this information would help them to have teaching moments. I also spoke with customer service and emailed this to a manager with no input except a $17 dollar credit to an almost doubled bill that had a 50 dollar service charge for the correct modem. I should have stayed with AT&T. Straight crap. I will not be staying with them for long. Horrible customer service!!!!

I have a Charter (Spectrum) account that can only compete with my 1993 dial-up connection. The internet speed is adequate for TV and voice, but the Spectrum website is as slow as molasses. When I try to access my account, it takes at least a minute (or more) to even load the home page. When I enter my user name and password (which should not be necessary), loading emails takes from 2 to 3 minutes. Deleting emails is so slow that the computer sometimes goes into sleep mode before it is finished. My other option is to spend the time accessing and reading dozens of other websites while waiting for my Spectrum email to delete a few messages. And often I come back to my email page only to find out that the deleted emails are still there. Today, I was trying to send an email to a company I had purchased a product from online and when I pressed the enter key, Spectrum not only deleted my message, it also deleted the previous order information I needed to communicate with that company. For a company whose bread-butter is operating a digital online service, you have failed in your mission . I can only hope there will be a competing service in my area soon, and they will likely put you out of business.

Ok sounds we had problems with our cable spectrum did come out and fixed it today and the service guy was great and solved our problems thank you spectrum

outage of TV. phone & Internet. Reasonably quick response. Solved problems with good explanations. Tech was very thorough and helpful with suggestions.

Caution! Incompetent and misleading company. Switched to spectrum mobile because I was told that I could retain my current phone with service to spectrum. I asked this question specifically, twice. Agreed to keep my phone and order a new phone for my wife. Upon arrival of new phone I realized I had not been sent a new sim card for my phone. Called Spectrum and a different agent informed me that my phone would not work, had to order a new one. Immediately returned the phone and was credited with a portion of my initial payment. Called Spectrum requesting a full refund since misrepresentation on their part was only reason I agreed to switch. Was told on two different phone calls this would happen. Never did! Upon third call I was finally put with a supervisor named Chris. Kept me on line asking several questions repeatedly. Was told he had to charge me the restocking fee. Offered to put me with another department but at this point I've grown tired of the endless conversations. Not worth the trouble. I've been with Spectrum over 20 years and they could care less how they treat customers. As soon as a viable alternative for internet becomes available, like so many others, I'll be dumping Spectrum! Worst customer service I've ever experienced.

customer service reps are great. Internet isn't very fast although supposedly I pay for the top speed. Fees are very high for "bundles" that only include one or two TV channels is use. And I resent "leasing" the box, can't own.

I've called them 5 times today (04 feb 19) about an appointment I set last Monday. They were supposed to be here today at 4-5 pm never showed up and I never got a call that's when the headache started. They put in a ticket for dispatch to call me and they never called, so I called back this time it was an email so it would be expedited still no call back. I called again and they set an appointment for tomorrow the 5th of Feb 2019 for 2-3pm I get an automated call and it says for Thursday the 7th of feb 2019 from 2-3 so I call back and oh yeah every time I called I was on hold for at least 15minutes. Then while I'm waiting for someone to pickup dispatch calls (3hours) later and says there's no way they can change it from Thursday a whole 10days and I still don't have my internet. Terrible service and the dispatcher had the nerve to have attitude on the the phone. Worst service I've ever had. This is how y'all treat someone who's just came back from overseas wow.

If I could give them zero stars I would have! After reading some of the other reviews I’m somewhat confused. Are they dealing with the same company I am? Different states perhaps? Plus side: Internet has been just fine. Negative: Cable channels constantly freezing up and worse support, customer service I have EVER dealt with. EVER! They are short, rude and simply just don’t care if you are satisfied or not. Supervisor was no better. I was told outright that if I wasn’t happy with their service I could take my business elsewhere. That’s their idea of customer service? Yes, it is. If you have any other providers available in your area choose ANYONE ELSE!! ANYONE!! I live in rural Florida and not many choices available unless you want a dish (dish tv, direct tv) and appears they are well aware of that fact. Choose any other provider!! Spectrum, to be blunt, absolutely sucks.

Its has been generally good, their price is competitive and their product reliable. They could improve eith more efficient customer service sttention and particularly better acheduling methods for technicians; including availability and communciation.

Very very willing to get you situation, whatever it may be, fixed, once and gir all! The customer service has bent over backwards to help whenever we ask.

Well, I would give less than a 1 to the experiences I have had with Charter over the years. But, my last experience with Spectrum would be a 5. They have definately upgraded their attitude and customer service since the purchase.

We have had charter for a number of years now. And the internet used to be pretty reliable. Lately we have been having to unplug our router over and over to get it to work sometimes. They also have not treated their techs very well, in the area we live.

Exceptional speed and versatility. You can use their Wi-Fi at over 500,000 Spectrum locations all over this country. Great value for the price. Wonderful Technical Support.

Sometimes it's slower. It also tend to buffer when i'm streaming. But cable tells me i'm in the higher internet speed. I find it hard to belive. I may need a new router, but the Spectrum Co. Is't as friendly as Time Warner

Iwish that i could get better price. after the one year of reasonable price they then up the price. it makes me want to shop elsewhere but there isnt another internet provider that offers what they do.

Signed me up for what they said was the lowest option ($113/mo) then offered $14.99 but ultimately refused me because "only for people who don't have a net plan"

Spectrum, formerly TWC offered a service for Gigabit with an installation fee of 199.00. They had stated that the cost of the installation fee to put in my house was for the Fiber that had to be pulled for the Gigabit service. Ordered on 19th of Jan and they installed on the 28th of Jan. Service tech came and installed a new cable modem and that was it, not pulling of or installing Fiber as was stated for the fee. Called later that night of 28th and told them of what happened and that there was no installation of Fiber as was stated and that it was just the install of a cable modem. Customer service person , Jamie stated that they had a promotion on Jan 23rd to waive installation and that she put it in to have the installation waived for me. Received bill on 10th of Feb to find that the installation was not waived. Called "Customer Support" and they said that the waive was denied by leadership team. Asked to speak to leadership and spoke to Brian. He stated they denied because I agreed to the installation fee at the time before they had the promotional installation waive and that even though the installation was done after the start of promotional waive, it was not going to be honored. Very poor customer service from "leadership team" not even willing to work with a long standing customer from legacy. Not the most professional way to keep customers with their bait and switch tactic. They knew they were gonna have the promotion even when I ordered, but did not tell me so they can bring up the "you agreed to the installation charge". Do not trust Spectrum and if you are customer currently go somewhere else.

NIGHTMARE IN MILTON NC My sister decided to get Charter for her ISP after searching the net all week. Charter came out Friday (May 8, 2015) and installed their wireless internet service. The Charter tech that came out alone was very young she told me and had a hard time getting internet to work. After he made some changes on her new laptop he said, "At least you got internet." And my sister said she didn't know why he made a strange statement like that. Mind you, she never had any internet service at home. She always went to McDonald's restaurant to use her laptop without any issues. Well after the Charter technician left and she tried using the web her computer was bum bared with adwares, unpermitted downloads and many Trojans!!! Of course, she panicked and didn't know to do. I helped her clean all the crap off after installing a wonderful anti virus software. We went through all her laptop settings to make sure Firewall & IE Options were set securely. Everything was working great....until she got back home and hooked Charter ISP up again to go online and here they again: adwares, popup ads, etc. She called Charter & told customer service rep what is happening and the woman told her that their tech forgot to setup an online security software and told my sister to call HP to help her get rid of the junk that keeps bum baring her laptop. I told her this is NOT an HP laptop problem, this is a Charter ISP sorry equipment problem. My ISP is CenturyLink and I have never had a problem like that-never!!!! This is a feedback to Chapter CEO and a warning to anyone thinking about choosing this company for your internet service provider. Chapter needs to get up off their butts, if the company has any integrity and send a skilled tech out to fix this problem or cancel the services if they can't get it fixed right asap!