Spectrum
1.9
6.2
Overall Score
Michael Moschilli Dunedin, FL
Sales person comes out to my home offers me a great deal so of course I switch. The sales rep quoted me one price and said then on top of that about 20 dollars more for taxes and fees, not even close he even wrote all this on my paperwork. Then I get my first bill and it's almost double what he quoted me. I call Customer Service and they say oh thats the best we can do. Then I talk to the supervisor who gives me the same ridiculous response. Clearly they allow their sales people to lie to get business. This is why I stopped doing business with them years ago when they went under the name Brighthouse, the name changed but the same shady business practices remain. New name same poor service and billing issues. Only been 2 weeks and I already regret going back to them. I will be cancelling in the next couple days.
6 years ago
Shawn Missoula, MT
There is no internet provider worse than Spectrum. Constantly the internet will go out, for 5 to 10 min spans, then come back on for a few minutes only to continue going in and out right when you are in the middle of something. Directly connected via ethernet cable vs wifi, makes no difference. Buy a brand new modem and router? The connection will still drop, even though Spectrum will blame your hardware. They will keep sending people out to tell you there is no problem, yet nothing will ever get fixed. If you have literally ANY OTHER CHOICE, go with that over Spectrum...I'm thinking about just switching to an unlimited 5g mobile plan and tethering my wifi devices to it over this BS Spectrum service. SHAMEFUL, CRIMINAL, THEY ARE STEALING FROM THIER CUSTOMERS WITH NO ACCOUNTABILITY.
SPECTRUM ARE THIEVES.
6 years ago
Dan Y Cedar Park, TX
Simply tried to move my current business service from my current address to my new address. Took 7 calls. The rampant incompetence, either on the part of the reps on the phone or on the part of the company- which puts the wrong phone numbers on their monthly statements and their websites, so you have to get transferred around every time you call. If you go to the BroadBand Now site and look up Spectrum customer service reviews, 83% of them are 1 or 2 stars (out of 5). 'nough said? Should be but they don't care. When I complained to one of their reps on the phone about my horrendous service, his reply was " well, Comcast and AT&T are worse than us". Nice.
6 years ago
An Neg Newark, OH
WORST company! TERRIBLE customer service. Bait and switch tv lineups. Too much money for what they provide. Run don't walk away from these clowns. I however am stuck because they are the only provider in my new area. I will be working actively now to resolve this issue! They jacked up my price despite the fact that I called and downgraded my service to get the cost down. When I called to find out what was going on (nicely) the condescending rep hung up on me! Of course this is after I endured the computer prompts and hold time. HORRENDOUS company. To add injury to insult, the internet drops out constantly and randomly reboots. The TV is stutter and glitchy like the boost mobile commercials. It's a big joke on customers!
6 years ago
Kimberly Bratcher Gladwin, MI
Rips off its customers by charging them for unreliable service, and even for services you can't use if they lose your payment due to a error in account numbers. They have the worst customer service I've ever had the misfortune of speaking with. They are a greedy company who has already been been caught scamming its customers. Worst decision of my life becoming a spectrum customer. In less than 2 months your bill goes from $180 to over $500. Our family will be looking into other options for our cable needs. Even after speaking with a corporate office they wouldn't do anything to fix their mistake with having our payment but losing it for over a month making us cancel that payment and submit another. We were without service for a month and they are charging us for that month when they had the payment the entire time. We paid the bill up to date and somehow ended up with a $349 balance in a months time. Constantly rising prices and spotty service. Just not worth the hassle or money spent.
6 years ago
Al E. Raleigh, NC
I've was a Time Warner Cable Internet & Cable customer for over 20 years. Spectrum bought TWC recently and yesterday I could NOT get into my email. Today I received a POSTCARD from Spectrum saying they had CHANGED MY PASSWORD due unusual activity on my email Since they changed my password, I lost an entire ADDRESS BOOK with business emails. lost ALL of my DRAFTS, lost all of my TEMPLATES, lost all of SENT mail, and lost all of my INBOX. After calling them, there is NO WAY to get back my emails. I was told if the Tech Department sees unusual activity on your email, they will CHANGE THE PASSWORD and they do NOT call you, but send a postcard. What???
6 years ago
William Jenkins Leavenworth, KS
Are you guys serious? how do you review a company who hold a monopoly on service in the area in which you live. You DON'T have a choice. No matter how much you complain, give bad reviews, or talk about the "cons" of Spectrum, you don't have a choice. It's either use their service and pay the horrible fees or GO WITHOUT SERVICE. point blank. In the area I live in, Spectrum is HORRIBLE!!!!! The service, the customer service, the overall in general. There is NO COMPETITION IN PLACE to keep this company on it toes to provide what they as a service provider PROMISES the consumer. I bought a 400 mbs package and I only get 50 - 75 mbs at best. When I call in to complain, I'm told that it's MY FAULT I don't receive the service I pay for. BUT I'M STILL CHARGED FOR THE 400 MBS SERVICE. Spectrum is a joke because they are allowed by the consumer who "JUST CAN'T GO WITHOUT THEIR FACEBOOK" and will keep going on EXTORTING their customers unless competition comes into the area or they are held accountable for what they promise the consumers they do business with.
6 years ago
Julie O'Fallon, MO
Added TV to internet and land based phone line only because Direct TV was charging too much. The DVR is way inferior to Direct TV. Only works about half the time. They dropped my land based phone line when I added the TV. I called to ask about it. The first person I talked to put me on hold. After 20 minutes I hung up. Waited for the call back to complain and never received it. Total phone call time was 35 minutes. The next day had to spend an hour on the phone trying to reestablish service. Argued with one lady who was rude and insisted I needed a new phone number. The next person said absolutely not. To get to any actual person takes at least 5 minutes. Waited for the call back on customer service for the second phone and never received it. They only call back if they know you are pleased. What a joke!
6 years ago
Cristie Lexington, SC
Not only did they use the bait and switch tactic with me, but now I am having to battle the company to get my money back. When I called to order internet the sales person talked me into cable too. What he failed to tell me was that it was streaming and that I needed certain streaming devices to operate their system, none of which I had. I called and cancelled the streaming, but then my internet went up by $30. I said that I was a new customer, at which time the cs rep told me I was a new customer 3 days ago. So I cancelled their service called another company and had the same speed internet for a fraction of the price within minutes. Since Spectrum has a 30 day money back guarantee, I called and asked for my money back. They told me that as soon as the equipment (modem) was returned I would get my money back to the card I paid it on. I paid $101.68 and they sent a prepaid visa for $30. I called today and they have to put in a request for the rest of my money. Had I not called, I never would have seen any of it, but I am not fond of being lied to again. I would have preferred the money go back into my account the same day the equipment was returned. Their ship is sinking fast, I am just not going to go down with it.
6 years ago
Dan Golden Bemus Point, NY
I will never learn not to trust Spectrum, Charter or TWO who ever they are this week. It started back in September through October 2018. Every other day I would have to call and complain about them changing my programing. And of course they would blame it on me. But I live by myself. Anyway I had to cut my phone service so my bill should have went down, but instead went up $60.00 plus. So I'm January 2019 l had enough of their BS. So I cancelled. My next bill was almost $600.00 and almost had a coronary. Finely got that taken care of but they will turn me into collections . Then they send me a letter stating that I would be getting credit for Showtime or HBO or a money credit. So I called them and between getting transferred from one person to another with dropped calls, lies and countless emails someone called me back. Said they in know way are giving me anything even though I was one of many that was paying for high speed internet which was actually not true. All they are is heartless. NO CUSTOMER SERVICE OR SUPPORT.
6 years ago
Skyler Watkins Decatur, AL
I have had there service for 14 years now. Customer service is only good when walk into the local office. A call in to customer service is awful. I do not believe the have accurate internet speeds, I have tried everything but "renting" their router. I refuse I have a top of the line with more or better security(which I control not them) and they still feed me a line of bull crap as to what is being fed into my modem. I have channels that are constantly and consistently "off air" but I can stream them from another device? Wow they don't have a clue. I'm trying right now to watch the super bowl. I have to stream it on my phone. What a disaster, disappointment and over all joke. I will be leaving this company as soon as ATT finishes getting there lines up to date.
6 years ago
Char Columbia Falls, MT
I had a man come by my home for 2 years trying to get us to change to Spectrum. So we finally tried it due to a cheaper price than what we were paying. It may be cheaper but it is not better service. Internet is always going out. One time , not to long ago, it was out for a whole day in the whole area. Never heard why or got a sorry from them. Nothing except a call the other day to see if we wanted to upgrade for $20.00 more a month. Why would I upgrade when it never even works?
6 years ago
Frode San Antonio, TX
I am currently trying to cancel my subscription. After trying online, they tell me I have to call ( are they incompetent, or just unwilling to give good service)
then I call and have to go through an annoying automatic voice until I get to a person. I give this person all the information he needs to cancel my subscription, and he transfers me, so I have now been on hold for half an hour, and expect it to be much more. during this waiting time they serve me continuous commercials for their bad services.
I hate spectrum more by the minute, why do they think forcing me to listen to their lame commercials for half an hour will make me want to buy their products.
7 years ago
MN MIke
Have TV, Internet and phone with them. Rates keep going up. I called to see if I could get some relief without cutting services and was told I was eligible for a $30 / month discount, which made me pleased with the response. Went to turn to a favorite channel and learned it I am no longer subscribed to it. Called back and was told I was grandfathered into a package which is no longer available. The new package, which was $30 less didn't include everything I had before. Asked to be switched back and was told they can't, I'm stuck. Now need to by add'l package to get back the channels I had before. Savings still $16 / mo for 1st year, then will be $14 / month higher next year and every year after + the annual rate increases they will be collecting. Starting to form my strategy to CUT THE CORD!
7 years ago
Adanma Alexandria, LA
I would give this company (Spectrum) negative 0 star if it's possible. They are dubious! Liars! Zero customer/billing agent training.
I was moving, and requested for a box to return my modem, but I was told that I do not own them any modem. My husband thought that was weird and insisted that I call back, of which I did and received same response. I moved, and immediately was charged for the modem. I called and requested to return the modem, but none of the couriers at the ZIP Code where I moved partner with Spectrum, and there was NO other free option to return it. One of their billing agents suggested that I ship it with my money ($25.64), and I will be issued a refund. I have called them several times (over 3 months) for the refund, but I have been lied to all the way, and was just told by a supervisor that they do not issue a refund for such transaction.
7 years ago
Michael and Tracy Musil Eau Claire, WI
I am really unhappy with the service and set up so far. I just had the spectrum installed in my home less than a week ago. The installer drilled multiple holes in the back of my house including one through my bedroom wall, not small I might add. He also hi-jacked the cord from my cable company so now I don't have cable for over a week. I've been paying for cable and can't watch any of the packer, brewer games or anything. He just left the routers on top of my freezer without putting them up on a mount or anything. Left wires laying on my lawn without saying anything. And the service isn't that great. When we contacted you about the cable we were told we would have to contact our cable company to have it fixed and they can't come for another week. We have spent way too much time trying to stream tv and going through customer service of both companies to have the issue resolved that I am physically and emotionally exhausted.
7 years ago
Quashala Rockwall, TX
This is the worse service possible. I’ve been dealing with this company for 3 years and the only reason being I’m still with them is because no one else can service the area (found out recently someone finally can). We’ve been having “power outages” for 3 weeks. Each time i call there’s nothing they can do about it. It literally happens every single day. And now (at 2:18 am) i cant even watch shows or connect to WiFi because of maintenance they are doing. If it’s not one thing, it’s another. They just make excuses of why it’s not working instead of actually fixing the issue. Then they say they’ll credit me. Yeah, 1.00 a day. It’s not worth 180.00 a month. I’m so disappointed and very upset with this company. And the only answer i can get is “maintenance” and “outages” that they can do nothing about.
7 years ago
Carol Phillips Buffalo, NY
They have always been responsive when I had to call them about service. I am a movie watcher and watch tv very often. I dislike the best movies are on premium channels for which you have to pay extra. It is expensive especially on seniors which fixed incomes. Given all the charges and fees going with basic is outrageously expensive.
7 years ago
Angela Inman, SC
I have a new construction. Well charter has been supposed to put in a line and do an instal. We had 2 construction teams come out already, and 2 installs scheduled because they will tell me its ready. One of my installs came early thank God but was not able to complete his instal due to construction messing up their part of the project. After they came and fixed it I've gotten a phone call saying my address is unserviceable, one scheduling the instal, 2 phone calls approving g the appointment, and another promoting TV. NO ONE KNOWS ANYTHING. No one can tell me what is going on. Charter is a joke and a mess. They mislead me to believe it would take 2 weeks and now they are saying 60 days. Now they are extending that. They call meulitple times all hours of the day, random people come to my house to tell me updates that are not right?? I've never been so frustrated with a company before. They wake me up. Tell me I have to be home at certain times, then cancel the appointment mid time frame I'm supposed to be there. I'm tired of moving my plans and missing meetings and work for charter to continuously stand me up. Its ridiculous and unprofessional.
7 years ago
Armando Romero Anaheim, CA
Spectrum cable is rubbish and so is their non existent customer service. We were blatantly lied to last month about yet another raid on our channel lineup. After 18 months since they took over form TW, we have experienced at least 20 channels being taken form our package. When you try and call not only does the automated system not allow you to connect to a proper complaints department, they then have you speak to someone in another department who has no idea what they are talking about. It got so frustrating that we decided the last time they raided our channels, that we'd leave the next time they did it. Good riddance Spectrum you are one of the worst cable providers in America, DON'T BUY THEIR PRODUCTS!
7 years ago
Nanette Irving, TX
I made a appointment to get Spectrum installed on Saturday, we waited waisted our Saturday I called Spectrum said my husband who has been there all day with me cancelled it and made it for Wednesday which we would not do we both work through the week. So I rescheduled for the nest Saturday mind you we had no cable or wifi for a week The installers come to install they work for a good while leave and never come back, I call around Spectrum around 7pm to find out what's going on they don't know but guarantied the cable etc.. would be on that night Nope! I called the next day which would be Sunday and a very nice guy helped me get it turned on finally it took over a week. I complained to a few managers and one understood and was going to take a $100 of the first bill, that did not happen I talked to several so called managers or supervisors I finally received $20 off, well isn't that special. I was with Verizon now Frontier for 20+ years. I only changed because spectrum was cheaper Guess you get what you pay for, customer service is awful nobody has the authority to help. For someone to say they were my husband and change the date of the installation and still no Help. If I didn't have to put a Star I wouldnt
7 years ago
Erica Nagy Kansas City, KS
When you sign up $29.99 for each service sounds great even though you have NO need for phone because EVERYONE has cell phones these days! What they don't tell you is that after one year the $29.99 for cable goes to $80.82; the $29.99 for Internet goes to $54.99 and $29.99 for phone goes to $19.99 which changes from $89.97 (plus taxes and fees) to $155.80 (plus taxes and fees) THIS IS CRAZY! I called in to find out what happened because when I see the commercials I never see that this is good for one year! What is wrong with companies the days and not taking care of the customers they have? This is why the continue to have such high turnover and people are leaving cable for good! I will be keeping my Internet and dropping cable from spectrum due to them not being interested in saving me as a customer. You call them and they do not care. Say goodbye to my $1600 a year spectrum! You suck!
7 years ago
DAVE NORTH Newport Beach, CA
Worst company EVER! They should lose their license and business revoked! Spectrum
by going over my statement with me ended up disconnecting my Time Warner Cable Grandfathered account Of 200 MB
down to 100MB with out my consent or knowledge until I noticed next the day problems with my internet.
When calling back to notify them they said they were sorry but the Grandfathered was deactivated and the
account could not be reactivated do to those codes no longer being in existence
in the take over. The only thing they could do to get my speed back is to take
me to the newer 400MB account at a higher price. I did not ask to lose what I
had and I requested to have which was taken off with out my consent to be reactivated. They said they can
only upgrade now. Why should I pay for their mistake? Unfortunately their claim is
they have no way to override their mistake. Lowering my speed to make it inoperable and then trying to upgrade me at a higher price is illegal. I asked to talk to corporate office and they said they don't have any way to do that. I found it on the internet and called corporate they said they would not allow me to talk to anyone there and if the people that screwed up couldn't fix it neither could they. I called Corporate back again in hopes to talk to someone else. After telling my story to her she just hung up on me. Very professional don't you think? I am going to contact the Better Business Bureau and every other agency until they make this right. You can't make mistakes on their end and end up charging the customer more for it. To many mergers giving these type of company's a monopoly where they can pull these type of tactics.
7 years ago
Alana Witteveen
I have been with this company long before it was known as Spectrum, overall my service has been great but they keep upping the price for the basic internet and since my area is ONLY covered by Spectrum i have no other options which i think SUCK and i thought it was illegal. I am highly disappointed that they didn't give us any warring when they decided to up my bill by $ 25.00 a month, that's highway robbery! Again ONLY Internet provider in my area, and i don't live in the boonies either, i live in an up and coming area you think i would have better choices out there, or choices at all.
7 years ago
gordon Greer, SC
Well expect to be charged more and forget trying to change your service they will screw it up. We asked to change the service at the end of the billing cycle ( cancel tv ) and they cancelled that day and wouldn't turn it back on til the next day. We had company coming over and well thanks to them had to cancel all we got from them is sorry. I wouldn't have them but they are the only internet provider in the area, what happened to anti monopoly laws.
7 years ago
Brandon Harris Gainesville, GA
Another cable company that does not honor loyalty. I started paying $100 per month with Charter 4 years ago. They now want me to pay $156+. This is a 56% increase in 4 years. That is absurd. I was willing to settle at the $135 i paid last year (still ridiculous). Meanwhile, new customers get the "promotional rate". The people on the phone read scripts and have no concern for customer loyalty. They only want to add new customers while loosing customers on the back end. Every time my internet is slow they try to claim it is a router issue. Oddly enough, it magically starts working correctly after I call and they "resend a signal". They do everything they can to avoid accountability. This is a horrible company. Terrell, Lisa, and Paige read their scripts well and offered absolutely no resolution. You lost a customer over $26.17 a month. Way to go! If it was my company you would be without a job.
7 years ago
Nina Saint Charles, MO
recently just had the worst experience with Customer Service dept. I called into switch my internet speed and to no longer use their services for channels. Not only did they try to upsell me they became very aggressive on the phone and took at least 10 min to follow through with my request. I found myself being bullied and questioned on why I chose to make adjustments to my account. After Brooke finally did what I ask I then asked to speak to her Supervisor she not only did she keep on the phone and did not put me on hold she would not transfer me to the correct person. I then asked for her name and Customer ID then let her I know I will call back... Its unfortunate that Spectrum treats loyal customers this way especially since they know they have the fastest speed in the area. I can't wait till Google Fiber arrives in the St. Charles area... Good luck if you switch to this company.
7 years ago
Jill Boerman Kalamazoo, MI
I transferred service to my new home in May of 2017. Not only did the cost of my service go up (for the same services), they sent a technician that was unable to properly do the install (refused to drill holes to run the cable to the location I wanted the tv). He ran a cable from another outlet across a doorway (while telling me it was illegal for him to do so), and told me this would be temporary, that there would be a universal wireless box available in July. I called at the end of July and was told that there was a delay, and that the boxes would be available in August. So I called at the end of August.....guess what? NOT AVAILABLE! And they had no idea when or IF they would be. So I gave it some time, and called again today. The customer service rep told me they don't know anything about wireless boxes. And now they want to charge me $85.00 to come out and add the outlet that SHOULD have been done in May. AND....they say I've waited too long for them to do anything about adjusting the fee, because they can no longer access those installation records. This is BS. I'm looking for a better option.
7 years ago
Angela Lebanon, TN
The worst service ever. Let me start by saying I had this same equipment back in 2000. Could you not update in the last 18 years. We moved to a neighborhood that Infinity didn't service, so we had no choice but to use spectrum. The DVR is crappy and the internet is slow as Christmas but we are suppose to be getting the highest speed they offer. This company needs serious upgrades. When I had Infinity I could record 4 shows at time and still watch other channels. My DVR was new and up to date on technology . It was user friendly and even had a remote that would light up in the dark. Now how cool is that. Just very unhappy that I went from fabulous equipment and service to the most out of date equipment out there. If you are reading this review DONT GET SPECTRUM. Unfortunately I had no other choice and if I would have known what I know now. I would have never bought a home that didn't offer Infinity.
7 years ago
Rich Claar Sussex, WI
Terrible customer service. Bill went up and called to get it fixed. They offered to take channels off for $13...really? I pay over $190 a month for TV and Internet. Although they have an intro deal for 29.99 plus another $40 for extra channels and that it for TV/Internet/Phone, I do not expect to get intro pricing. But I do not expect to get raped after being with them a year either. What kind of business model is this??? The would rather their customers leave after 12 months due to jacked prices rather than raising their prices to a reasonable amount to try and retain customers instead of churning them - especially if there are other options...well goodbye Spectrum!
7 years ago
Michael Luchen Brooklyn, NY
Spectrum Cable TV is a Fraud , A Scam and They Lie, Steal and Cheat. Long Story Decided to sign up with them because my direct tv didn't offer internet based on my area. Decided to sign up with Spectrum Con Artists since they promise to pay off your termination fee. After I got my final bill from Direct TV I sent them all they asked for and the termination fee was approved. I waited for weeks and finally got fed up so I called they told me yes it was their fault and they were sorry and will send out a check. A few more weeks went by and nada still, so I called again and they said again they were so sorry and they will have someone call me back that could deal with this. Again no call nada. At this point I am really frustrated so had my wife call to help and they told her email spectrum@email.spectrum.com amd swore someone would respond and still nada. Almost 10 months later I can believe the disregard like they dont give a shit. The audacity of this company. DO NOT SIGN UP WITH SPECTRUM if you think they will give you a dime. Now $400 in the whole with Direct TV and have a $200 bill with Spectrum TV every month. Spectrum makes me sick. Spectrum TV are thieves, scam artists, molesters of your wallet, dirt, slime, lower than life. Honestly Verizon Wireless and Direct TV are the two best companies out there. Do not fall for Spectrum Scam and Lies. Otherwise you will be so sorry you signed up with Spectrum Cable Television.
7 years ago
Diana St Louis, MO
The Buy Out program is a fraud. If you terminate from another company early and get a fine ,Charter says they will pay your fine if you submit a copy of the fine , last statement, and fill out their form. I took the information to their store and an employee of Charter faxed it to the Buy Out (Mystery Dept) that Clients can't have access to communicate with. You won't hear from them and you call client service and you will get a bunch of lies each time you call, different reason each time on the same document, it never got there, it's pending for a decision, not enough inf or send it in again. You Go back to the store and send the copy of bill with The Fine highlighted and the information sheet again and a Charter employee at store faxes again to the Mysterious Department. You wait. No reimbursement ever comes. You call client service several times and get the same story. It still never got there, its pending or send it in again.
This is a Fraud to get you to open an Account and you will never get your Buy Back Money . Do Not believe them. They are Lying and have no intensional to Pay you..
7 years ago
Tracy Eicher Dayton, OH
I give Spectrum one star. They have terrible customer service. We initially signed up for internet at the promised rate of $44.99/mo for one year. After less than 2 months we got a call offering a low rate to add a TV package that supposedly had "no strings attached". No contract and We were told we could try it for 30 days and cancel if we were not thrilled. We were not thrilled and when we called to cancel the TV they said they are now going to charge us $69.99 for our internet. We asked to talk to a supervisor and got the same unreasonable answer. So, because we tried out the "no strings attached" TV package we now have to pay an extra $25 a month for internet. Needless to say we will be switching internet providers!!! Do NOT FALL FOR THIS SCAM !
7 years ago
James Appleton, WI
I went to pick up a modem from the store but didn’t want to wait 1+ hrs just to get a modem. So I called and asked to have one mailed. They said no problem. 2 weeks later I called again and they said they cancelled the shipment, and didn’t they know why. They said they would mail out a new one.Guess what happened again, another week went by and I called back. They said that it was mailed but no tracking number, which means it was not mailed. I asked them to resend it but they said they couldn’t. The system won’t let them. So I asked them to make an appointment at the store so I would not have to wait so long. They couldn’t find the number and told me to look them up! The numbers all route me back to them. Still no resolution. If my area would offer a good provider I would jump ASAP.
7 years ago
Don Louisville, KY
Where do I begin? I just bought a new home and considering what I paid for it, I was very specific in what I wanted, that everything was to be neat and orderly. I ordered the Silver package which was supposed to include everything I had at my previous residence plus increased internet speed and land based phone service throughout the house.
The technicians arrived at the house at the appointed time as promised. The 2 technicians they sent took about 2 hours and hooked up the televisions and computer in most of the locations specified. 2 days later I went to the basement and found cables draped everywhere when they were specifically told where to place the lines and that we were planning to drywall the ceiling, one location in the master bedroom was completely in the wrong location.
I called customer service and they sent another technician out who arrived 1 hour late but he reran the cabling like I had asked the first time.
Fast forward to 4 weeks later... A notification popped up on our television that we had a call coming in but we heard no ringing. I went to the landline phone and picked it up and had nothing. I checked the connection and tried another phone just in case, nothing. I tried every jack in the house and still nothing. I then called Spectrum and reported the problem and they told me to look at the modem and seen if there was a telephone cable plugged into the jack which there wasn't. They scheduled a technician to come and correct the issue. The tech was supposed to arrive between 11am and 12 pm he arrived at 2:30 pm as my wife was walking out the door for a doctors appointment. The technician was specifically told to not move the modem or router. When I got home I found the modem and router had been moved to a room where they were specifically told to not put them. The power cords were stretched across the room and plugged into an extension cord and the phone plugged into the modem. We had no service anywhere in the house other than the room where it wasn't supposed to be.
I called for service and the technician who was again late, informed me that he couldn't do anything. I then called customer service who then sent me to retention who immediately sent me to escalation This is where I met Antwan S. who attempted to bully me into backing down and stating that it was not there responsibility to provide service anywhere past the modem.
This was a complete contradiction as to what I was told and sold when I purchased the package. He told me to go to any dollar store and pick up a cordless phone and I would have service throughout the entire house. He then proceeded to tell me that I couldn't go anywhere else as they would expect me to sign a long-term contract and if I wanted to discontinue the phone service I would have to pay an additional $50 per month for breaking the bundle.
All in all, they did not honor the commitment to arrive within scheduled time frames, did not provide the channels that were promised (HBO, Cinemax, Showtime, Nick), did not provide phone service as promised and also provided shoddy workmanship when they did show up. Unfortunately I was not able to attach the photos.
8 years ago
Leslynn Hickory, NC
Omg, firstly they sent a tech that was hi out of his mind when he stay from 1 o'clock until like 4 o'clock and he told me that he had an appointment at two and one at three so I guess he missed both of those I was supposed to get the gold package I did get it but I was missing like nine channels then three more technicians had to come out which they never did could get the channels in and I'm like why is this so difficult to get these channels, channels have like the forensics and investigations. Well the bill came & I was charged 291.00 for two months of the gold pkge., despite the 9 missing channels, whichno one could fix! Plus they don't have an exciting channel lineup to me, so I cancelled immediately! I like Dish much better. When I went to the office to get it resolved, I kept seeing ppl walking in, returning their boxes, that right there was a red??! Sorry service.
8 years ago
Laura
Spectrum Customer service has CONTINUED to be the worse experience I have ever received. It took from 10-18-17 through 10-25-17 for me to get my service cancelled when they increased my monthly cost by$25!!. They continued to transfer my calls and hound me about other services while continuing to try and get me to stick with the $60/month bill (previously $34.99) and refused to cancel my account. They claimed continuously that someone else would call and offer me a deal that would work for me. During this time they continued to charge me, even though I was trying to cancel my account. Now I have a bill for an additional $50 for service I didn't even want. I also got told that, even though they knew Time Warner was willing to work with their customers to find something in budget, they couldn't do that. But they could go ahead and auto increase my bill, while not giving me the upgraded speed that came with it. They stated I didn't get the updated speed , because I didn't contact them and that they were allowed to still bill me for the higher rate without increasing my speed because I was a previous Time Warner customer in a contract. Anytime I attempted to discuss this increase with someone they would continually talk about how they could increase my speed and offer me this service or that for a higher price, with no empathy for myself as a customer who could not afford the $25/month increase. Attempting to discuss any concerns with Spectrum is a waste of time as they have no care for the customer or the customer experience.
8 years ago
Kristina Traverse City, MI
When I called them to change name on account after my husband passed away I talked to a very nice man I had him on speaker phone so my sister could hear and I asked if I could keep everything I had now. The young man said nothing would change, I would have the same channels as I currently had, same speed internet. The only thin that would change is I would get voice and fax added. For a three year price fix. After they came in and changed all the equipment, not done very well, internet service didn’t work due to they worker unplugging and turning things off with wires hanging all over, took me half a day to get my computers working again. I went to watch TV and found out they changed a lot of my channels, I could no longer watch the shows my husband and I watched unless I wanted to upgrade, they had lied to me. When I called I was told that it was unfortunate that the sales person (T) first letter of name told me that nothing would change but I needed to move on from that because there is nothing that they could do unless I wanted to spend more money. SO GET IT IN WRITING BEFORE YOU LET THEM CHANGE OR SIGN UP. To ensure they don’t lie to you also.
8 years ago
Dylan Philipps Buffalo, NY
If I could give less than 1 star I would. I had TWC internet for about a year when Spectrum took over. After they became Spectrum my bill went up 12$. I was paying 83$ a month for internet and nothing else.
I paid that for about another year and then my roommates and I moved out of our apartment in September of 2017. I handed the equipment in and told the guy at the Spectrum branch to close out my service. He assured me service was shut off and that I would be receiving and email for my final bill. When I received my next bill (presumably the final bill), it was just a normal bill as if service had not been canceled. I than called made a payment told them I needed them to stop the service which the lady I spoke with assured me that she stopped the service and I would need to make the remaining balance payment with in the next couple weeks to avoid a late charge. I call to make the final balance payment and it's substantially higher than what I was previously told. Why? You guessed it my service was still not shut off. But I was in luck so I thought because this lady luckily for me tracked down me returning the equipment back a month canceled my service and said they would be issuing me a credit in the form of a check and it would be sent to the apartment that I was moving to. Great I thought I have it all figured out and they will be sending me a check in the next 5-7 weeks.
Nope I received yet another bill that was forwarded to my new address for service at my old apartment that I hadn't been living in let alone needing service to in almost 2 months. This lady could find no record of me returning the equipment in September and said I still had an open balance on the account.
Apparently she issued me a credit to zero out the balance and stopped the service. But I will not be receiving the credit check because they appeared to have lost the record of me returning the equipment in September and I no longer am in possession of the receipt from almost 2 months ago. As I'm writing this I currently do not know if my service is actually shut off or not. Time Warner was always an absolute joke when it came to customer service and billing but Spectrum really took the cake on this one. It's literally embarrassing how incompetent their employees. I'm incredibly angry and frustrated with this company, their employees, and their customer service. I would never in a million years recommend this company's services to anyone.
8 years ago
Susie Jackson Slidell, LA
Spectrum/Charter has been going down for several years. Customer Service is awful. I phoned into billing to speak to someone about my bill. I wanted to see if there were any specials or promotions. I pay my bill on time regularly. The Customer Support Lady was having a hard time reviewing my bill. She skip over most of the bill and told me what has to be paid. The supervisor came on and was rude also. I ask about a DVR she told me to go to the office or wait for 4 weeks for delivery. I explained I am on disability and cannot go to the office. She said just wait 4 weeks. She also said Spectrum does not have ANY MORE PROMOTIONS. She was horrible. I was told whatever discounts I have now will be removed within a month. IM not sure what Spectrum is going through, but Please try other companies.
8 years ago
Timothy Hall Greenville, SC
Called technical services to fix a connection problem with my tv (its raining and I have as bad reception as if I had satellite service, which is one of cable's biggest selling features) this has happened several times over the past few weeks, guess I'm gonna have to start looking elsewhere for service. When I called technical services they couldn't even locate my account, I used my Name, Phone #, physical address, account # (all of which I located easily on the online account). Looks as if I am just lost in their system without the ability to be helped, especially after the service tech told me should couldn't help me and transferred me back to the automated system.
8 years ago
Sara P Cambridge, OH
I purchased WiFi and WiFi only. After hooking up everything the WiFi didn't work. We called to tried and find out why and it was something damaged by weather so whatever not their fault. We schedule a service time and day. That time and day comes and goes. They never actually scheduled the appointment. The next available time and day they could offer was almost a complete 2 weeks later. We were told it wouldn't be a charge for them to come out and that we wouldn't be billed for the time the WiFi wasn't actually on. We were billed for both. Had to go into the store and have the bill adjusted.
I personally needed to have the account switched to my name from my ex's name. To Do that you have to turn in the used equipment and get new equipment. While setting it up I discovered the Ethernet cord and the coax cord we completely missing from the set up kit. If I hadn't had my own extra cords I would have had to drive completely back out to the store and pick them up, which normally isn't a big deal except the closest store is over a half hour away.
Not to impressed with this company so far.
8 years ago
Elizabeth Brooks
We had TimeWarner until Spectrum. We had the best service with TimeWarner. The first thing Spectrum did after the take over was nearly double our bill. We called and complained. No help so we asked about lowering our internet speed to lower price. They said it would take us out of our contract and would raise our bill. (Their commercial says they don't do contract.) We cancelled their service. Months later my husband got us in with them as new customers. Since then our service is intermittent and pixelating. There has been 7 repair guys out here, all saying the same thing but Spectrum will not fix the problem.
8 years ago
Lannon Tanchum
Your service is the worst. not only have I been having ongoing issues for three long years, but your employees will look you in the eye or sweet talk you and apologize over the phone all the while lying to you and forgetting to follow up when they are done with you.
Six weeks ago a tech came over, changed out the modem and pronounced that everything was now perfect. It wasn't. Interrupted TV, Internet goes down many times a day intermittently which impacts both web use and our landline. My husband spent hours on Labor Day troubleshooting over the phone. To no avail. Last Friday technician, Liyo, arrives. Checks the equipment in the house and pronounces it fine. Goes outside to the box somewhere down the road and finds weak to non-existent signals. Comes back to tell me this and says that he will let "them " know to send someone to repair the box. Says it will be done over the weekend and a cardboard notice will be hung on my door when it is done. No notice arrives. I call on Saturday. Am told no info was given by the technician and no ticket was created to do the work! I am assured that the case is now escalated and someone will call me the next day, Sunday. of course, no call comes. Nor does it come Monday. This morning, I called and spent an unbelievable 55 minutes listening to the rep telling me that they phoned and no one answered and until we pick up the call no work order will be initiated. Now I have checked and rechecked my missed calls on my Iphone, and so has my husband. NO CALLS WERE MADE TO US. Furthermore, why do we need to be called when we have already initiated a service call that now needs to be dealt with outside our house?
I ask to speak to a supervisor. Andre comes to the phone. Tells me that this is their protocol. Tells me that at his home he uses Cox and they also give him the runaround!! Tells me that I will get a call within an hour and that this will get taken care of. TODAY.
I get the call. He asks me what the issue is, as if there is no history. No order to fix the connections at the box has been created! I can't believe my ears! I want to cry! All this wasted time and energy and NOTHING has been done to move this forward. I am told that a technician will come to my house this evening. Again. He will check the inside equipment. Again. Then will go outdoors and get readings. Again. Then he will create a ticket to have the outdoor box seen to. Again. Then I will be called. Again. and so on and on and on....
Do I believe this will ever be repaired? No
Would I like to be proven wrong? Yes
How can a company that prides itself on 'speed and reliability" dare to look us customers in the eyes while employees lie to us, is beyond my ability to comprehend. If you cannot achieve speed and reliability, for pity's sake, change your slogan!
8 years ago
Debbie Davison
spectrum they rip you off on your bill , explaining customer service to them that there internet sucks keeps going offline couple times where I have to turn off and turn back on to be back online, customer service making excuse thats it is my router thats doing it i said no its not its a brand new router band, billing is crazy i don't even have cable or phone my bill is coming out the amount like I have cable and phone, i only have internet I'm getting charge 143.00, the internet is 76.00 thats with tax already, this is the only company that does service in Boerne texas, if there was other companys for internet i would switch in a heart beat, the only thing good thing i can say is there is no contract thats the only thing i give it a 1, spectrum sucks, spectrum was charging me my own router they only credit me back 25.96 only for 2months when they charge me for a year for my own router when i told them in the beginning when i started with them that i had my own router. spectrum sucks.
8 years ago
Cassandra Pompano Beach, FL
My install was not complete, wires and cable splicer were left laying on the floor. I have a 3 year old who now thinks its a toy. I called to speak w/ a sup, I was told one would call back twice. It wasn't until I stopped payment on my check that I received a call. Now they want me to pay $35.00 to roll a truck out to my home to secure the wires and splicer when the initial install wasn't complete. I still have Direct TV wires in my home and the are secured along the base board/ door frame. I wasn't offered an apology, no empathy was shown or credit to my bill for the inconvenience. I think I'm going to regret not renewing my Direct TV.
8 years ago
Lo Crosby Gastonia, NC
I just had a chat that appeared to be computerized, ie the language used was not what a real person would use. I had one question: why did a rate that was advertised by TWC to be permanent -- a $14.99 internet rate -- change to $19.99? The chat agent mentioned that it was because of enhancement. I asked what enhancement. Did my speed increase? Just overall enhancement. What a crock of bull, as I knew it would be. This company does not respect its customers or keep its promises. When the "rate the chat" screen appeared, it would not accept my answers unless I checked the "yes" box to the question: regarding whether the issue wasresolved so I did not even get to rate the chat. The chat agent disconnected the chat without warning, and without answering my rate increase question. Every time I deal with this company, it reminds me how not to treat people. Must find another internet provider.
8 years ago
Randi
I thought when I had TWC, it could not get any worse. I was excited when I heard it was being bought out by Spectrum. Finally, I would get the internet service I had been paying for but never received. In addition, the customer service had to be better. Well, I could not be more wrong. Not only did my internet not improve, my bill went up. When I called to inquire as to why, I was just told that was the best price for the service I was getting. Furthermore, I was informed that I could expect another increase on my next bill. There are no other providers in my area-they know this and basically extort this. If you can find a way to avoid this company-do so at all costs.
8 years ago
DJG
The customer service is horrible...the product is horrible...the cancellation process is just as horrible! I would suggest that if anyone is interested in Spectrum, they ought to reconsider. The technical service was never satisfactory and the problems that we had with Spectrum were never resolved in the four months that we had the service. Moreover, the customer service personnel were nothing spectacular, but rather they were acting as if anyone who called them were a nuisance.
I would recommend anyone else but Spectrum at this point. I am returning the equipment as soon as I possibly can since I just switched back to DirecTV.
8 years ago
Kara VanDyke Columbus, OH
I contacted Spectrum to add phone lines to our existing internet services. I was put in contact with Shelia S. The process started on June 29th. My email and phone documentations show that she has not followed up or put us as a priority.
We will not be proceeding with the phone lines. We are completely disappointed in our experience and follow up from you regarding adding lines. We will be sure to relay our dissatisfaction to every business that we know. July 10th is when the process started. We are almost to September. I sent you all requested documents (for the 2nd time) on 8/13 and have heard nothing back. This has been nothing but a waste of time.
8 years ago
