Spectrum
1.8
6.2
Overall Score
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.
8 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.
8 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.
8 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.
8 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.
8 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.
8 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!
8 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.
8 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..
8 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 !
8 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.
8 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.
9 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.
9 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.
9 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!
9 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.
9 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.
9 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.
9 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.
9 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.
9 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.
9 years ago
Donnie Cambre Dallas, TX
I had TWC and then Spectrum took over. Everything was OK. Then I moved (less than 1 mile away) and thought I would get hooked back up with TWC/Spectrum. Well, the service is different, but they promised me the same I had with TWC. In particular, the 6 tuner DVR so I could record/watch 6 channels at a time like I had with TWC. Got lied to several times about this but the truth is Spectrum doesn't support that or the Whole House DVR like TWC unless you are grandfathered in as a former TWC customer and already have the TWC hardware. On the phone, multiple times, they tell me I can get the 6 tuner DVR (or even the latest, greatest Spectrum DVR that has 4 tuners), but that is a lie. Those are taken out of service when they are returned. If a miracle happens, you might get one but don't count on it. Spectrum only uses 2 tuner DVRs so you can only record/watch 2 at one time, so I hope your shows don't overlap. If they would have told me that up front, I could have made an informed decision. Instead they lied to me multiple times and say I can go to the store and get a 6 or 4 tuner DVR, but you just can't; I tried a couple times. So Spectrum buys TWC and downgrades the service but is telling people like me that I can get service that they just don't offer. The initial sales guys say one thing, the technicians say another, the TV support guys say something else. And don't get me started on the "Disconnect Service" people. They were just flat out rude and gave me the same lies as the sales guys. The only department that was friendly and helpful was the Billing Dept.
9 years ago
Robert Rees-Jones Emerald Isle, NC
Spectrum technology, compared to Comcast, is appalling. Constant inactivation of boxes, requiring rebooting and reactivating. Countless "service calls" to the house, finding different problems each time, never fixing the underlying unreliability of their hardware. Leave the house for a month, come back, and nothing works. Reboot boxes, reactivate online, chat, talk to a service representative--never fixed. This is from a Signature Service Whole House DVR customer to the tune of $350/month. I can stream from my Comcast account in another city with no technical difficulty whatsoever. So that is now my service in this house.
9 years ago
Edward Belmonte Lutz, FL
Previous Brighthouse customer, moved to new home and was forced into higher priced Spectrum packaging and forced to use a cable box on every tv we own. Spoke to customer service and was told that pricing would be the same. We refurbished the home for a month and after we finally moved in, low and behold, m pricing was the same, but I don't have all the channels I had previously! If I want all these see channels, I have to pay more! Now a supervisor is pulling my previous calls and seeing if the rep did in fact state that everything would be the same. Don't bother, I will be changing providers!
9 years ago
Krisann
The past week I have had the WORST experience with this company. I currently only have internet, and I recently decided I wanted to add cable. I call the company, they said since I had cable with spectrum before all I had to do was go to their local store and pick up my new box and wires. Sounds easy, right? WRONG. First, the box did not work. I was on the phone with the technician who just kept telling me to do the same thing over and over again (try hdmi 1, make sure my tv is set on the same one etc.) After 30 minutes of this, and restarting and "sending signals" the tech told me they needed to send someone out. I scheduled my appointment for two days later and they were supposed to arrive between 12-2pm. 2 pm came and left and there was no sign of the technician. I was on and off the phone with spectrum trying to figure out what was going on, no one could locate where the technician was, they called dispatch, who was supposed to contact me with more information; they never did. Finally I was told the tech was running an hour behind schedule, but was still on his way. I wound up waiting an extra 2 1/2 hours, and the technician never showed up. I called spectrum again to cancel the technician and they told me it might just be a bad box and if I wanted I could go back to the store and they will exchange it. I did this, and still the box was not working. Trying to stay positive, I scheduled an appt for a technician to come out today to hook up my cable. First, I got the text message notifying me of my time 6-8pm and then it had a link as to where I could track the tech. The link of course did not work (I was not surprised by this). I waited an hour and then called customer service to see if they could provide me with an idea of when the tech would be arriving and I was told he was finishing up his current job, and I would be notified soon that he would be on his way. Once it hit 7:40 I became worried of when he was going to be arriving so I called back to see what was going on. The first person I spoke to told me he had gone to my apartment and then left, and the second person they transferred me to said there was a note on my account saying that the box started to work. Neither of these actually happened!!! I asked to cancel the cable that I was trying to add and told them I would just like to keep my original internet package and the guy told me I could not longer have it at the price I was paying, and I would now have to pay $20 more a month for the same service.
This has been an absolute horrible experience and I would not recommend TWC/Spectrum to anyone. Save yourself the stress and frustration and just pay a few dollars more for a cable company you can actually count on.
9 years ago
Jennifer Spencer
I thought TWC was bad, but I find myself missing them daily, because since switching to Spectrum, my service has slowed DRASTICALLY, even cutting out completely most days. I frequently have to reset my modem, which results in lost work and time. We don't even have that many devices hooked up to it! But unless I want to spend EVEN MORE than I already do, I get to live with sub-par service. My price point stayed the same, but I lost my cable for it to be that cheap. With TWC, I had my phone and cable and WiFi for the price I'm paying Spectrum for WiFi and phone only. Spectrum also has these super fun "reconnection fees" and "deposits" that they make you pay, if you ever end up getting your service suspended for any reason (like in the instance that your debit card gets phished for $500 and you can't pay anything at all until your bank straightens it out). Spectrum has disappointed me.
9 years ago
JonnyD
I will take the emotional side (anger) out of the review and tell the facts. I got quoted on a promotional deal for phone ("voice"), internet, and cable, at $98.36 a month. So yeah great deal, set up a date to install (which was supposed to be free since i went through an agent. So everything is installed and working great. Intill i get my first bill of $203.55, so i call customer service and lose that argument because he didnt validate the offer though "Spectrum" sister company TWC which he worked for while they were in the process of taking it over, but ok i said whatever one time thing ill just pay it. Month number two billing is $132 even i call them seeking explanation of why its not the quoted price, i get the most ignorant lady (Sahara) on customer service ive ever had. What happen was even though i agreed to nothing but the basic things accept wifi ($5a month), they hooked up DVR's in all of the rooms plus $4 each for the boxes $21 for the actual service of the DVR the extended tv package (not what i agreed to at all). But dont worry you can pay the installer to come back ($70) take the boxes back and you pay them again to put standard boxes back in (you know the ones that were supposed to be there in the first place)... Honestly after that i had to hang up because I was going to get ignorant with "Sahara" real quick. Bottom line they are borderline crooks they lied two separate times to me and when i called to say no no no thats not what was supposed to happen they turn in to horrible people blame it on you than have the gull to say well for another $120 we can make it right. Just watch yourself with them they agent was great to me but the the company itself is horrible. Im going back to Direct tv after all is said and done.
9 years ago
Veronica Binghamton, NY
Spectrum is just awful.
Ever since they switched from Time Warner I have had nothing but issues. Twice my DVR crashed and after the second time they sent me a new one. They also sent me 2 digital boxes for my other two Tv's. Well what they didn't tell me was that I am being charged for those two boxes I never asked for. I called and was told they were now required and you can no longer use the cable and put it in the back of your TV. Okay...well upon talking to friends and family I find out they do not have these boxes and I am paying for something I do need. Fast forward to many calls and chats and each time I get a different answer. I was told they would be sending letters to everyone about the boxes (never happened), I was told nobody nobody could get reception on TV's that do not have a box. (wrong again).
I decided at this point to downgrade my service. I am paying for a phone I never hooked up and I was willing to get rid of my DVR service. After many chats and calls again I finally got someone to offer me a decent price of around $128. I was assured when I called to activate this it would be on my record. Well I call the next day and they tell me the price is not $128 but $158.
That was it for me. I am in the process of cancelling and I already have Dish coming in to install my new service. Enough is enough!
9 years ago
Chase Hicks Deltona, FL
My services was turned off yesterday for a past due balance. I got busy with things that I am dealing with and forgot to pay the bill. It happens to all of us at some point. But after the services being shut off I get online and pay the bill which was 181.14. well I payed 181. They wouldn't turn my services back on even after me asking if the 14 cents could be added to the next bill. I ended up having to use my card to pay 14 cents to have services turned back on. I just think they could have let me pay the 14 cents with the next billing cycle! Do not recommend this company. Wish I had other choices in my area
9 years ago
Michelle Fry Gastonia, NC
My area experienced outages over 5-7 days
I scheduled 5 separate service calls. 3 of those calls were cancelled by the tech indicating pocket outages affecting my home. One call the tech didn't bother to show up. Finally the 5 call tech "optimized" my home but still indicated that service to the area was impaired. I called back to request a credit on my account for the days without service and was told that I did not qualify for such credit as issue did not meet criteria. Not sure what else they as a company would want me to do. My point, I pay monthly for 39 days of service and did not receive 30 days and should be compensated for the outage and inconvenience. Guess not. As a long time signature home customer was given the shaft. Thanks Spectrum and thanks government regulators for allowing a no compete market to exist.
9 years ago
Julia Emerson
DO NOT USE SPECTRUM!!! Their billing cycle will make you crazy. You will always be behind. They start calling you five days after the bill date. So your invoice date is the 7th of every month. They start harassing you on the 10th. Their bill cycle is the 25th to the 24th, you're due for that on the 7th, but they start the payment clock on the 24th. So technically you are past due on the 7th by two weeks! So when they start harassing you on the 10th, you're now three weeks past due. RIDICULOUS!!! The ONLY way to get them to stop is to set up auto bill pay, which I don't trust.
DO NOT USE THIS COMPANY!! I'm in the process of switching! HORRIBLE! HORRIBLE! HORRIBLE!
9 years ago
Tony
These guys dont wanna work... They came out to my house did something then left my property. Said they were done.. I trusted them said thanks and they left... I came into my and nothing worked and they knocked out my phone service.... Called them back after talking to 3 different people... For 2hrs... They then said they have a cut off time and cant come back till 2mora.... Haveing the service when it wrks is great.... Getting rhem to do the job ia a chore... The techs arent very knowledgeable... Amd dont run tests on the wrk they do.... My suggestion is dont let them leave till u inspect all they've done.
9 years ago
Cindy Memphis, NY
I've been a customer of TWC (now Spectrum) for over 5 years. I called to go over my bill which had gone from $95 to $140 in a little over a year. Agent offered plan for $117 which I accepted and told me he was sending new equipment (my modem and tv boxes were outdated). Once I installed equipment & activated it they told me the cost was $162. I talked with multiple people including 4 supervisors and even though my account showed the date and $117 as per agent they would not give me that price. Finally offered me $30 off the $162 after I threatened to report to FCC. And get this...they sent me 3 EMPTY boxes delivered by Fedex to send back old equipment (how much did that cost them)!
9 years ago
Judy Forest City, NC
Spectrum is HORRIBLE. I have been a Bright House customer since 2003 and was happy with their service. I was told that if I stay a "legacy Bright House customer" my charges and plans would not change after the acquisition by Spectrum. My charges have increased substantially. First they said my special Bright House plan had expired so internet charges increased. Then I went on seasonal, as I have done every year since 2003. I was not informed that there would be a recurring monthly fee while I was on the seasonal plan. Now I find that I am charged about $11 per month. I was not informed verbally when I went on seasonal. I am paperless so I was not informed by mail. I was not informed by email. I had a credit balance so I have not seen any charges until now. I called to cancel and was told I have to return equipment, but I am now up north. Spectrum is Horrible.
9 years ago
B Cremeans
I have been with Time Warner, now Spectrum, for almost 2 decades. I've never had any major issues. Any issues I had were resolved in a timely manner. Today my TV and Internet services are both out. After 3 hours on the online chat and phone with 5 different persons, I find that I have to wait 2 days for service tech. I think this is quite unacceptable for a customer with all their services out. I was also informed that on weekends techs are only available from 8-4pm and they do not have on call techs. I find this for such a large company to be outrageous. That is a major lapse in service to customers. Having been with a great company for so long, I have come to expect great service which apparently Spectrum is not going to continue. I have decided to buy a Roku, sign up for Sling TV and find an alternate Internet provider. This is very sad and I'm very disappointed.
9 years ago
John Lipinski Spring Hill, FL
Ever since Spectrum took over Brighthouse Networks, I have had nothing but problems. First, my modem crashed. That was replaced and the following day, it crashed again. When my DVR started acting up and failing to reboot, I asked for a new DVR. The technician that came out told me that my signal to the box was weak and he fixed it. Low and behold, I'm watching TV a week later, and the DVR went blank. Pissed off, I called Spectrum again and told them I want a new DVR and want it tonight. Well, that happened. With Brighthouse, they always tried to fix things properly. Spectrum seems to hire jokes. At least this evening, the Tech that came out today was from Brighthouse. He too, did the signal test and everything with the signal was fine. Now I have a new DVR and I hope it continues to work until the original contract I had with Brighthouse is up. Brighthouse also worked with you. If your contract/promotion was up and you couldn't afford the rate hike, they would give you a new promotion which most of the time was cheaper, or they would extend the promotion for you. Brighthouse wanted to keep you as a customer. I seriously doubt that this will continue with Spectrum. Stay away from Spectrum. This company is horrible
9 years ago
Ron Cabral Denver, CO
I will never understand why cable companies can never get their act together. Spectrum took over Brighthouse in our area. After 10 years of being a Brighthouse customer who paid our internet and cable bill on time every time my wife and I have always been treated with contempt (from both Brighthouse and Spectrum). From the time we first signed up Brighthouse's contracted cable installers ruptured the main water pipe to our house during installation. It took two days to restore the water supply back to our house while we constantly argued with their customer service on who is responsible to repair the damage( no apology for the inconvenience) . Through the years calling for service was always a hassle either new equipment would fail soon after it was replaced or getting a service repair was never convenient. The final straw came about a week ago when we came home from work and there was no signal coming into our house. My wife noticed that our neighbor next door had cut their grass and it looked like they may have accidently cut the cable to our house(our cable runs underground).My wife called the service department it explained the situation. We work two jobs each and take care of an elderly parent our time is very limited. All we wanted to do was to have somebody come down and look at the outside line. They said we needed to be home for that. We explained the problem was outside and that we wouldn't be home during their service hours for several days. After some back and forth with the service manager it was determined that they would not send someone to look at the situation without someone home, We have dealt with similar situations with service from both Brighthouse and Spectrum always treated very rudely and with very much contempt as if we were bothering them but this last call was the final straw. We canceled our service after ten years and we get our internet with another provider and I watch TV over the air.......Good riddance !!!!!!!!
9 years ago
Delilah
Spectrum is the worst, I called in April 2017 to downgrade my TV and get slower Internet because our monthly bill went from $140 per month to $170 when they took over. With less TV channels and slower internet we were quote $129. The May bill was $166+ and my June bill is $189.30. I called and I was told the quote I was giving in April was in the system but they could not honor it. Even with less TV channels and slower internet the best they could do was $189.30 . Not a lot of families can afford their services Spectrum is expensive and their operators lie, I suggest keeping a close eye on your monthly bill from Spectrum. I canceled my services and looking somewhere else.
9 years ago
Emily Dye
Internet service drops in and out often, is slow when it is on and screws up my email. They claim I should be obtaining my emails through their server, but it doesn't function in real time. There are very long delays. Many incoming emails are delayed 12 - 24 hours. Sent emails usually don't go with the first attempt. When they do go, the system has a hard time filing them in the Sent folder. There's also a very long delay before deleted emails show up in Trash. It's as though the emails are intercepted by an unknown party temporarily before going where they're supposed to go. When this happens with emails I'm sending, I'm stuck waiting sometimes for ten minutes and multiple attempts before I can move on to reading and responding to the next email. Their techies are unable to fix these problems. We've had mild problems with phone and cable. Sometimes callers will be able to hear me but I can't hear them. It's not unusual for movies and tv shows to disrupt. Netflix often has to reboot because of momentary lapses in cable service.
9 years ago
Steve Stout
I got a promotional email and regular mail stating Spectrum wanted to provide me service. I called and placed an order. I explained problems I'd had with installation from Time Warner, but he didn't seem to listen. Just said it would be no problem to provide me with service. The day before they were supposed to come out I got a voicemail stating that they couldn't find me and they'd have to send out a survey crew and said I could call back but gave no phone number.
I called the same number that placed the voicemail and it was someone else who had no idea what was going on. He wanted an account number, well how can I have one if I'm not yet a customer! Duh! So I gave the reference number the salesman gave me and he said it didn't exist. But he did say that the installation crew would be out today between 8am and noon and they would call me before they arrived.
So today, No Call, No Installation.
At 1pm I called back. Same run around, another 25 minutes on the phone giving my information over and over again. Same results. After being transferred to yet another person I'm told I have to start all over again after spending a total of 2 hours of my time to end up getting nothing but frustration.
TERRIBLE CUSTOMRT SERVIVCE!
9 years ago
Anne Hufstetler Fort Worth, TX
There is very little good about the Spectrum Cable. To start the remote is terrible, lots of tiny little buttons, make it very difficult. The channel lineup is terrible , I have channels listed I apparently don't get ? and then there's 2 sets of channel lineup , very confusing. Also I can't set up a favorite list so I only view channels I watch, not that with 800 channels with all sort of off abbreviations you can't figure it out anyway. Next the DVR service is terrible...i set up all my shows and then left town and came back and it had recorded nothing, went in and it was completely blank with nothing setup.....redid it and to this day some shows still won't record. And don't try to watch TV and record bc it won't do that! The boxes don't communicate so I can watch DVR from 1 room! Also n my DVR shows the sounds seems to go out frequently. They try to make up for the terrible DVR service with the On Demand, this is so bad, no many shows are in there and its so poorly organized and if you click on the wrong thing, you can't go back, you have to start all over.
The only good thing I can say is that since its on a line it does not go out in bad weather BUT they do take over control of the cable during bad weather so you can't watch anything and you have to watch their weather report.....again very frustrating!!!
I have called and called with no help. Talked to 3 people today couldnt get a discount and when I tried to cancel they wanted to transfer me to yet another person.
9 years ago
George
This review is based upon service since the merger of Spectrum and Time Warner cable. Everything stated has happened frequently since then.
Spectrum has somehow made something that was decent—TWC—to a service that is truly horrible. This is my first ever "true" review on a product and I am writing it due to the horrendous, unacceptable service that they provide. As a pretense, this review is coming from the viewpoint of a High Schooler who plays games and worries about speeds/connection a lot more than the average consumer. In short, Spectrum is known for falsely advertising higher speeds than they provide. For example, my bundle advertises 100 mb/s while I get roughly 1-2 mb/s Download and the same for upload (Over wifi). The connection is very unstable with Google not loading, as well as ping spikes up to 1200-1800 ms. On this service, Gaming is very difficult and often frustrating. The price is not worth the frustration it causes, get something such as FiOS instead.
Hopefully, this negative review will help prevent others from suffering as I did.
P.S. An interesting story to look up is the story about Spectrum being sued by the Attorney General for purposely toggling speeds and making their internet slower in order to account for more customers. The company is truly crooked and I look forward to seeing all the interesting stories one can find on google.
9 years ago
Kim Huffman Harrodsburg, KY
5/22/17 I was called saying the fire dept was at my house that my cable wire was down blocking the road. The poll is on one side of the road and my house is on the other side. I was only few houses up, so I was there in a minute. When I got there the fire dept had got cable pulled up and tied to a tree, so the road was open. Spectrum had already been called at 5:10 pm, and I was told they were in route. The fire dept stayed about another hour, waiting for Spectrum to show up. Once I seen everything was ok and was told it was ok to leave, I left and returneded at 6:50 pm, and Spectrum had not been here. I call Spectrum and was told yes a call was made and they were looking for a tech to be available to come out. At 7:10 pm a supervisor called me back stating the same as the previous gentleman. I ask when the end of day was and that was at 8 pm. She said she was putting in for appt to be first in morning. I had a contractor coming out this morning and he wouldn't be able to get his work trailer in drive. My drive was blocked with cable wire. She said the call was listed as hazardous. At 9:50 am this morning I called back and that is when I was told that a 3 pm appt was sit up. I told the gentleman what was said last night. He went through notes and said yes the call was listed as hazardous, which meant this call should have been priority over others. There were no notes saying that I should have a appt 1st thing this morning. He even tried while I was online to see if he could someone out sooner. Dispatch responded, telling him no. I did ask him what would have happen if fire dept hadn't got wire out of road. He said as far as Spectrum was concerned, they wasn't aware anyone had moved wire so traffic could get through. In other words for 22 1/2 hrs Spectrum would have left the wire blocking the road. Way to go, great customer service-NO!
9 years ago
Evelyn braswell
This company is a scam and perge the consumer. They really believe that the FCC and LFA does not apply to them because of no contracts. Spectrum is very quick to dismiss you nor will they honor any sales they advertise. I wish I could just rewrite the rules as I go along to fix my needs as they do. So we the consumer obviously do not matter as long as they are getting paid. Half the time my service would cut in and out certain channels would not work and dvr in all rooms would stop working and have to be rebooted. Go any where else besides this company for your data and network needs. Now as for the managers or supervisors who are suppose to help will not nor do they care. You are even lucky if you can get one to talk with you. The rude hateful soul that I was blessed to talk to was a Salina and if you get ahold of her then you will terminate your services all to quick. That customer service had no proper training and the all time worst service.
9 years ago
