Spectrum
1.8
6.2
Overall Score
Jennifer Schwarz Lenoir City, TN
We signed up with Spectrum and were told we would receive internet and phone for $34.98 for two years. After I placed my order with them, I was asked by the representative if I would like to have cable for free for three months. I said no and the rep said I could try it for three months and if I didn't want to continue with cable service I could cancel with no contract and my bill would be 34.98 for internet and phone service. Three months (January 18, 2021) I call to cancel cable because I did not want the expense. I was told that the price I was given was not a "package" they offer and if I want to cancel cable my bill will be $99 for internet and phone....Just a side note: my bill currently, with cable, is $99. I gave the manager the date and name of the rep (in Retention department) I spoke to when I set up service and when she looked through the notes on my account she said the notes were there, showing the special offer of $34.98 for cable and phone package given to me on November 13, 2020, but there was nothing she could do because "Sales" had given me the price. She transferred me to sales and sales said they could not give me the special package offer I had gotten three months ago because I was a current customer. The sales rep said on the retention department could make a price change. So 8 reps later and going around and around with the Retention and Sales department I got no where. NO ONE I spoke to seemed to care and had NO compassion for the lie I was fed. This is a Racket! Spectrum is very dishonest! I am currently looking for a different internet service provider and will NEVER use Spectrum services again.
5 years ago
Cassie Harding ,
I moved to a rural area two years ago. Before moving, I contacted Charter and asked if they had service in our area and arranged for it to be installed as soon as we moved since I work from home and needed the internet immediately upon moving in. The day they were supposed to install, the tech never showed. We call to find out what was wrong and was told they were unable to service us because of the area. I had to scramble to find internet so that I would be able to work. Last week, we contacted them again in the hopes that they had moved into our area since my children need to be able to do virtual learning and our current internet can't handle the extra usage. Two agents assured me that they could service my address and I set up an appt for installation. The day came and the tech didn't show up again. I called and was told that my address was listed as unserviceable by the maintenance department and that they would need to send a survey crew out to see what the problem was. I asked how long that would take and they said anywhere's from 3-5 days to several weeks. I requested a way to contacted the maintenance department, hoping that I could find out when they would be able to survey our property and was told that I couldn't contact them. I request to speak with a supervisor, hoping to at least put in a complaint on the agents who guaranteed me service and was told that it wouldn't do any good. The supervisor would simply put a note on my account. I asked if it would be possible to speak with any person of a higher authority to explain my situation to them, maybe they would be able to get the survey team to come out faster, and was told that I couldn't do that either. All I could do was leave my number and hope that someone will contact me in the next several weeks and tell me why my home is listed as unserviceable despite the fact that my router is picking up a charter signal.
5 years ago
Erica Rhae Decatur, AL
My children recieved a ABC voucher from their school to access "free" service during this pandemic. This service has been anything but free. I have lost count over my calls to customer service because our service was disconnecteda "due to nonpayment". Each time they vow to correct their error and stop charging/disconnecting us. This has gone on for almost 4 months and they are still sending us statements, calling us saying we owe over $130. If my children didn't truly need this I would have given up a long time ago. Thousands or more low income families recieved this same offer, I wonder how many more are trying to be charged/taken advantage of?
5 years ago
Norman Roth Madison, WI
I have full bundle, TV, internet and phone. Generally this works well, except for TV which frequently goes blank and the only solution is to pull the plugs and replug to wait for absurd"We;re working on it" notice and after awhile it restarts. Also, internet speed is supposed to be 100Mbps but in reality it is 19.4; nevertheless, that is adequate. The worst part is billing. I have automatic payment through my bank (it takes two months to set up auto pay with Spectrum). Three times in the past year, twice this month, Spectrum has received automatic checks but did not cash them and then claimed I was behind in payments. They also claimed not to have received payment for February or March but I had endorsed, cancelled, checks from them for those payments. Talking to numerous "representatives" did no good until at last I go to a supposed supervisor who assured me everything is taken care of. Today all my services were disconnected. I m 83 years old and do not appreciate this aggravation.
6 years ago
Anthony LaFata Avon, IN
Never schedule a payment! Due date is 4/18/20 I scheduled on 4/13/20 to be paid on 4/16/20 The payment was deducted on
4/16/20 and again on 4/20/20 over 400.00 and Spectrum said a mistake was made but cannot be refunded for 10 days. Never had a problem before but will never do online payments again. A billing department that cannot correct a mistake for that amount. WOW
6 years ago
Michael B Bunn, NC
Spectrum just raised my bundled price. Initially told I was at the end of a promotion. After successfully arguing and proving that point not to be true, I was told I was on a "Legacy" plan (an old plan that Spectrum does not want to honor any more). I was told they are increasing pricing on all "Legacy" plans "systematically". What a great time to do that. While most companies are reaching out to assist consumers in this time of worldwide crisis, Spectrum is proceeding with aggressive, predatory business as usual. To be clear, I was not asking Spectrum to pay less, I was just asking to defer paying more until the Corona virus and economy improves. This fell on deaf ears at multiple levels. Maybe I am missing something. Maybe Spectrum has already cut prices for healthcare facilities and doctors offices to offset financial burden during this unprecedented time in our history...nope.
6 years ago
Michelle ,
Despite the fact that charter signed the pledge to keep Americans connected stating not to disconnect internet service or charge late fees during covid-19 pandemic my internet was disconnected two days ago due to a $65 bill lwhich is 47.99 past due. Not only is that not even that serious of an amount but they are not adhering to their pledge. I waited forever to chat with a representative who transferred me to a supervisor who stated that he would reconnect the internet. it was reconnected and here I am two days later having no internet because they disconnected AGAIN due to non-payment. Thanks for lying about your pledge charter. you guys are are liars and and have poor business ethics. I happen to have an autistic child in middle School who needs to attend virtual academy and this internet disconnection , despite their lie of a pledge, is interfering with her schooling.
6 years ago
Ken T Jonesborough, TN
I recently canceled my internet service after being a customer of Charter Spectrum for 10+ years. After looking at other options, including other products that Charter Spectrum offered, I made the decision to switch. I looked at reliability, customer service and price. I called on March 5 to discontinue my service and returned my equipment on March 13. This is when it was discovered that I was being charged for a full month of service. The "cycle date" was on April 1st and they no longer give partial month credits. After speaking to several agents, supervisors and managers, I was told that I was informed of this in my monthly statement back in June 2019. I informed him that I was on their autopay program, and I did not always review the monthly invoice. He apologized for the inconvenience, but that the was the policy. I told him an inconvenience was having to stay on hold, this was taking money out of my pocket for 26 days of service that I would not be able to use. He again told me that they complied with all federal and state regulations on notifying me of the change. Which my response was doing the right, ethical and moral thing. I can see why cable market share is declining with so many customers keep leaving for a better product , superior customer service and save money. My only regret is not making this decision sooner. My advice to anyone who is considering staying/leaving Charter Spectrum is do the homework, read all of the reviews and get everything in writing. Also, be cautious if you choose to disconnect the service, they will do everything possible to get every last dollar they can.
6 years ago
Cory Spencer St. Petersburg, FL
Worst company I've ever had to deal with. We have had internet outages daily for over a year and they won't fix it. Had so many techs come out they decided to charge us a $50 service fee, even though they still haven't fixed the issue. They won't credit you for any time you were without service and will continue to increase the price without telling you. Would not recommend to anyone, ever. Useless, lying customer service reps and service techs that have no clue what they're doing. You'd probably be better off with Comcast, and that's saying something. Sad, sad excuse for a company. It's insane that they're allowed to continue such a large-scale scam with no consequences. Everyone knows spectrum is shady.
6 years ago
Bill Butts Bradenton, FL
I have been a customer of Bright House in Florida for the past 30 years. The word "Bright" in their name was always a stretch. I cancelled the credit card used to pay Bright House 10 years ago and went to check/cash because of so many "billing errors". Now that they are Spectrum, I will be "cutting the cord" when I return to Florida next fall. Dropped channels even from Basic Plan with Enhanced ? On Demand is a fantasy, and Customer Service is an oxymoron, IF you can ever get past the automated idiot. Then, of course, getting an agent that can speak passable English is a 10% chance. The Cable/Internet monopoly at work. Bright House will be the main reason I vote Democratic this year. Go Bernie!
6 years ago
Reagan Mason Phoenix, AZ
I wish it was just their service that was horrible. Companies Trustworthiness...... what a joke, I wish I could give them 0 stars. Most companies want consumers to sing praise of their company, Spectrum would screw over their whole family for a quick buck. I cancelled my service and left the contract the day before the billing cycle, now they are trying to make me pay for a month I didn’t use because my modem and router weren’t returned until the 24th. Getting lawyers involved because I refuse to let them take advantage of me. I will throw money at this until THEY LOSE. It’s time we stand up to Goliath and make them change their ways.
6 years ago
Brian F Palm Harbor, FL
We had spectrum for 9 years...4 years to get tech service to fix connection issues at the street (during this time - we averaged about a week per month without cable service), then another year to fix connection point in the attic. Ended up taking our boxes to be swapped about 3 to 4 times. Never once did they offer a discount for poor service over the years. Instead, all the while increasing rates. $200 for 3 tvs and the slowest/cheapest internet option available! wow! We asked if there was any kind of reduction available since new customers were coming in at a much lower rate. We were told that wasn't an option. Finally decided to make a change. Big savings & 5 times faster internet. Spectrum customer service is pathetic. Also, beware - make sure you ask all of the details about connecting prices & if/when you disconnect. If you don't ask, they won't tell you.
6 years ago
Alicia El Paso, TX
Went thru Promotional period then had a huge price increase to almost $200/mth. Paid for over a year then tried to cancel over website (chat) was told cannot; you have to call. Went to local office to turn in unused receiver (paid for over a year) and requested cancellation. Was told had to be done over phone. Called; Agent tried to get me to keep and got irate when I did not. Angrily told me I could not cancel and expect a refund because they did not pro-rate. Told him fine, cancel service at end of term period, or as soon as able to. Took equipment back the day after the service was suppose to have ended. Got a bill for the following full month. On calling was told I had not canceled and besides they would not pro-rate and I would have to pay full month. No getting thru to them. Called a couple other times and last call ended with speaking to CS Supervisor, who quoted the same thing. I explained I had no cancellation documented since I couldn't do cancellation over internet nor in person; that if her agent had failed to turn off service as requested or document cancellation as discussed, it was on them, not me and for her to listen to the tape recording since they supposedly record these calls. Loong discussion, she closed by stating she would go back and listen to the recording and go by that. I have the receipt for the equipment being turned in as agreed. Am still receiving phone calls and threats from collection company. I hate Spectrum. How does one fight something like this? Somebody needs to stop this fraudulent and deceptive practice.
6 years ago
Andy Reno, NV
Absolutely useless, this company needs to be shut down. They advertise that you can watch TV from anywhere with this great app of theirs, well guess what? YOU CAN'T! If you are not on your local network it will not show all the channels, you only get access to the basic channels that you can get from the channels website itself. Now they are requiring that you login, well there IS NO WAY to enter a valid username and password because you CAN NOT ENTER UPPER CASE LETTERS and they require it for the passwords. Looks like someone is loosing way too much money to give the cooperate higher ups the 10 million dollar salary that they so deserve... They need to charge for the awesome boxes they have... STAY AWAY FROM RECTRUM... As much as it pains me to say it, go with ATT, lesser of the evils.
6 years ago
Charisse A Wenger Bradenton, FL
I went from Xfinity, which requires a contract, that I had to pay to cancel even though they don't service my area. So I decided to switch to Spectrum. The first nine months were great until I could no longer access on-demand shows. I called customer service trying to find out what was wrong and no-one could give me an answer. They actually treated me like I was stupid and didn't know anything and said if it's not corrected they'll have to send out a technician to correct the problem and there will be a service call fee. These workers are only getting minimum wage and I'm sure they're being paid to treat customers like they're e stupid. However, I believe this company is greedy and deliberately treats their customers like crap. I am dropping their TV service. From the reviews it sounds like there cable isn't much better. Is there any internet service that doesn't charge an exorbitant fee and is good?
6 years ago
Jose Aceves Winnetka, CA
Will as a senior citizen. Yea for the first year it was great because the price was within my budget but like everything just to get you the first time. then later the increased the price twice that it was way over what L could afford. So I down graded to based programing. So my price want down to 126. which was ok for 12 months but then I received the first bill said it want up to 136. So I had to cancel within 5 days of my circle and then they told me that I was still responsible to pay the full amount of 136.63. SO SOMEBODY OUT THERE HAS TO CARE ENOUGH TO STOP THIS COMPANY FROM RIPPING OFF THE CONSUMERS. BECAUSE WITHOUT THE CONSUMERS THE SPECTRUM WOULD BE OUT OF BUSINESS. DON'T YOU AGREE. WATCH OUT FOR THIS COMPANY!!!!!!!!!!!!!
6 years ago
Jack burton Owatonna, MN
Went through the first year with no problems. When I signed up I was told after year one the price would increase by 10 dollars the another the year after that. Well my bill went up 40 dollars the next year I called and complained telling them the above. They more or less told me that they would never tell me that, like I would make it up. But they told me the could lower my bill down to 190 a month and I would save 5 if I brought back the modem that I never asked them to send me in the first place. I took it back but my bill came and it was 187 so I just paid the extra two bucks. Then the next month the bill Came and it was 195. Up another 7 dollars. Then the bill came the next month and it was up to 207 up another 12 dollars. So I called and complained and when I was told I must have misunderstood what they told me. Then when I tell them I want to cancel they tell me I have to wait till December because they do not credit for a partial month. I was told this November 3rd. I was upset at first but now I realize what this is going to to is make me cut the cord. These cable companies keep complying how there subscriber base keeps dropping so how are they going to fix it. Raise the prices on the suckers that stay with them. They keep lying to us and they expect us to go along with it like sheep.
6 years ago
Miranda Irving, TX
When you steal a customer's trust & money that customer will work extra hard to make sure they tell every person they come across not to use SPECTRUM services aka TIME WARNER and XFINITY.
1st FUTURE BILLING on service dates is a trap so after you get the service they can change the rules on you. Now they will only tell you in a message on your bill because they know customers don't read bills most people are paperless & have electronic billing. If your billing cycle is 9-16-19 & 10-17-19 and you can your service on 10-20-19. They will not prorate the 3 days they are now making their customers pay for the whole month bill even though you are not using the service.
A FEW THINGS:
1. When I was calling to cancel service do you think they mentioned this to me..NOPE.
2. Did I receive a message pop up on my TV notifying me they change the terms & I will have to pay a whole month even though I canceled early...NOPE.
3. Did I get a text message to my cell phone. NOPE.
4. Did they send me a letter that the terms were changing NOPE.
5. Did I get a email NOPE.
I say all this to say that with all the ways they can notify a customer their bill is past due they could not use these over 6 ways of communication s to tell me they ARE GOING TO STEAL MONEY and make me pay for services on days I am not using it.
6 years ago
Eric Nelson Seffner, FL
I signed up with Spectrum and agreed to a billing amount via chat line. I copied the chat line to verify my pricing as I had run into problems with another cable company quoting over the phone. I was quoted an amount and was told that amount included fees and taxes. It was a good # and I asked to confirm it included fees and taxes. I was told that it did, my monthly bill would be $x.
Turns out it did not include taxes and now that I have switched Spectrum says they can't do anything but a one time small billing adjustment.
This company cannot be trusted no matter what they say to get you to move to their services. Very disappointing!
6 years ago
Karen C. Kew Gardens, NY
You are not going to pull a bait and switch on me. After being a TWC-Spectrum cable customer for over a decade, I called to add internet service and asked for a quote. Sales rep says I can give you $39.99. Knowing there are fees and all kinds of charges, I asked all the right questions and specifically for the new bottom line when including my cable bill. $84.98 a month all in he says for cable and internet. Nothing else on top of that (no fees, no equipment charges etc.). I receive the modem/router equipment today, had issues activating and once on the phone, the cable reps start saying that the guy was wrong about $84, it’s more. “Why would he say $84.98? It’s more like $120” they tell me. I said I don’t know why but if that’s what he said then you need to honor it. I get transferred to 3 or 4 departments after 2 hours and 20 mins on the phone (one even insinuated that the sales rep may have been tired because the time of my order call was at 9pm! I said you’re kidding me! Sales rep fatigue?!? Get outta here. Still not my fault he gave me a low quote!) I finally get through to “retention” dept. and the guy didn’t budge, acknowledged they need to find the sales rep and re-train but refused to honor my quote. I said this is classic bait and switch. The retention rep then claimed he saw no notes of that part of my record where the sales rep made a quote. The earlier reps were able to see the notes and details as they commented on why would he give such a low quote, so I wonder how they claim not to see it. If this was a random occurrence what are the chances my notes are suddenly missing. He says “you are already getting the best price at $116.” I said he quoted $84 And you need to honor it. He says well $116 is the best I can do. I say your rep messed up and I still have to pay what everyone else is paying. You can’t fix it on the basis that your agent made a misrepresentation/mistake at no fault of mine? I cancelled all services. Appalled at such horrible sales tactics and lack of accountability for their employees’ actions. I cancelled all services. You lost another long time customer.
7 years ago
F.V. Alicea Saint Cloud, FL
On 10/7/2019, Monday, My wife and I were watching TV; the MLB AL Divisional playoff game 3 to be exact. At just before Midnight Spectrum decided to do "scheduled maintenance" to their TV, phone and internet service. This was the 8th inning of that game. A LIVE game...Not a recording. We called Spectrum and were told by a recording that it was a scheduled maintenance and we couldn't speak to a representative as they would have no other answers than what they have provided. How about answering the question as to who decided to do this maintenance while millions of people where watching this broadcast...Oh and Monday Night Football was also on. While all this may seem frivolous, the point is we are paying for a service, we are NEVER late on our payment and if we lose service when we are watching something LIVE, that we REALLY ENJOY...Too bad. Wouldn't have made more sense to do this maintenance while most people are sleeping? 1am? 2am? 3 am? No, because in ST. Cloud, FL Spectrum as a virtual monopoly. The other options for service are dish (which in the State of Florida should be banned) and a weak fiber optic from Centurylink. So Spectrum can do as they please and never have to worry about satisfied customers. No one can hold their feet to the fire for their poor performance. This is Spectrum a nd if I can save just one person from this nonsense I am satisfied.
7 years ago
Kris Louisville, KY
Actually, Spectrum doesn't even rate the 1 star. It's just the lowest possible option. Speaking of options, if I had any, I would NOT be giving any money to these morons. I get less than half of the internet speed I'm paying for, and now it's getting even slower. The most recent genius at "customer service" (a term they should not be allowed to use) kept talking over me and pretending we had a bad phone connection, refusing to acknowledge she could hear me say anything about my internet speed! I could spend many hours writing about specific infuriating interactions I've had with these horrid people, but I'll fight the temptation. This is a common condition for Spectrum customers. Most of us have a burning need to rant & vent. The subtle shut-up-and-hang-up message we get from "customer service" is becoming much less subtle...
Here's what you get from Spectrum:
Poor quality TV (when the service isn't out).
Big obnoxious ads popping up in the most inconvenient places - like right smack in the middle of your guide when you're trying to see what's on tv.
Outright lies about what kind of internet speed you'll get.
No option to simply pay for a lower speed. (After all, you're getting "high speed internet" and at SUCH a great price!!!)
Have a technical question? You can count on never getting the same answer twice, no matter how many times you call.
No problem, ever, will be resolved. Not to YOUR satisfaction. THEY however, consider it a positive outcome when we can no longer stand the futility & stop calling...
They can't even get their own website or mobile app to function correctly. Not that the app-thing actually matters. These techno-geniuses designed a mobile app that only accesses your channels when you're at home, connected to your HOME wiFi. Yep! You can (if it's working at all) watch TV on your little tablet, and if it's difficult to see that tiny picture you can conveniently just glance over at YOUR TV!!!
And for all this, you get to pay them a freakin' boatload of money!
If you have ANY other option, don't waste your time or money on this company. Maybe some other companies are just as bad, but they cannot be any worse!
7 years ago
ChristineL St. Petersburg, FL
Spectrum cable Internet is the absolute worst company I've ever dealt with - and that's saying a lot.
I've had to deal with companies that provide poor service, over Bill, extra charges ; but Spectrum takes it up another level and charged me for years and provides no service available 98% of the time. technicians would continually come out, but nothing would ever be fixed, they would still leave without any connectivity to internet & give some lame excuse.
you will not have any service but they sure continue to bill every month.
I have a great internet provider now - there is a spectrum van sitting outside trying to hook up my neighbor telling her the line must be down because of the storm ummmm, we haven't had a storm, we weren't hit by any storms, so it's just more of the same dishonesty. Unethical & uncaring.
7 years ago
K Spring Lake, NC
I attempted to cancel my service on 8/12/2019 as I was in the process of moving to a new home. Spectrum does not let you cancel online so I had to call. There were long wait times so it was suggested I leave a phone number to call back at. I did and received a call. While trying to confirm my account we got disconnected and I did not receive a call back. I called Spectrum again and waited and when trying to confirm my account they could not and said I would have to get my account number. On 9/6/2019 I was able to call back to cancel my service and expected to be provided a prorated amount as I was not going to receive a full month of service. At this time I was told that as of 6/23/2019 they no longer offered prorated amounts of service stating that this was a monthly subscription plan. This information was not sent to me in a separate message nor was this on my May, June or July billing statements. In essence I have to pay for service for 8/31 through 9/29 even though I cannot use the service and they did not adequately disseminate this information. While subscription plans such as Netflix, Hulu or even Amazon Prime will not refund you if canceled in the middle of the month these services can still be used until the end of that billing cycle. This is not the case with Spectrum when this service is not provided at my new home. I have no issues paying for what has been provided but it is wrong to pay for something I cannot receive.
7 years ago
Tracy Reyna Brownsville, TX
From day one there was issues with this company. Starting off wasn't getting good signals had them send a crew to tear up my dirt in the side yard to mud and still it wasn't right. It took three men to solve the issue and then the phone didn't work and they only wished to return a meesly ten dollars They will argue the right to screw you like a man eater piranha and feel they are entitle to charge for services not rendered. Lie to you and say you never complained and offer a ten dollar refund when your phone wasn't working correct for months. The state well our incompetent staff didn't take notes like your a liar trying to get over. I suggest write opt out of at the contract so you at least have a recourse to sue in small claims court. Don't be suckered into a costly contract and deal with losing money they didn't earn rightfully. They don't respect their customers nor valued them. It's all about how much money they make for this company they work for. Not about what your not getting and paying dearly for. Shame. I see a class action suit soon for them if they continue to not get it together.
7 years ago
mdh Temple, TX
Cancelled my spectrum because of the high cost. I never had another choice until recently. Before being bought out by spectrum, Time Warner would work with an existing subscriber and give discounts. This stopped when spectrum took over. Once I cancelled, I was expecting a pro- rated bill. I was charged $204, my monthly bill for 2 days of service. I called and was told this was a monthly subscription “like a gym membership” and you didn’t pay in advanced, which is not true. This was the first I have heard of this. I feel I was robbed of over $200 dollars. Spectrum does not care for its subscribers. I’ll never go back, but they could care less, they have over charged me for decades.
7 years ago
Amanda Ringgold, GA
I only had the company for 2 months when my internet service went down. They could not fix and had no clue what the probably was, except that it was my specific type of modem they were having a problem with across the board. In the middle of my now almost two week outage, I receive a bill from Spectrum for full price. I decided then to cancel. What I didn't know, and was never notified of, which later would be confirmed by a Spectrum Manager, is that the "monthly service" billing would be billed to me no matter when I cancelled. So I happened to cancel 5 days into my specific billing cycle, I was also not notified of this while cancelling, they decided I would have to pay for a full months service. Even though technically I hadn't had the service for 2 weeks PLUS the 5 days into my cycle. I filed a BBB complaint-this is when Andrew confirmed I never received any notification of the new monthly billing- and they decided to uphold this balance because evidently in the contract they say I signed, I accepted all term and conditions, which evidently means THEY CAN DO WHATEVER THEY WANT, WHENEVER THEY WANT TO DO IT, and are not required to alert the consumer. I will not be paying this bill. BEWARE of this company and their corrupt ways of handling their customers.
7 years ago
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.
7 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.
7 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.
7 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!
7 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.
7 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???
7 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.
7 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!
7 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.
7 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.
7 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.
7 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?
7 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.
8 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.
8 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.
8 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.
8 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!
8 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
8 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!
8 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.
8 years ago
