Charter Communications Customer Service Issues

Today, I visited the Charter/Spectrum office in Billings, Montana, for customer service. Upon arrival, I noticed the sign-in kiosk was malfunctioning, causing difficulties for elderly customers. During my one hour and forty-minute wait, only eight people were assisted by your customer service representatives. The long wait frustrated many, leading approximately 20 to 30 people to leave before being helped. When my turn finally came, I expressed my dissatisfaction with the excessive wait time to the customer service representative. I observed around 20 to 30 customers leaving due to frustration, which was disregarded by the staff. My presence at the office lasted from 12:40 to 2:20 p.m. on 10/04/[redacted], and the overall customer service experience was disappointing. Customers like myself expect better treatment after paying for services, especially after taking time off work to address cable/internet/phone issues. Regards, C.T.

I recently switched my cell phone service to Spectrum Mobile and purchased a Samsung Note 10 in full. Unfortunately, FedEx was unable to deliver it to the apartment complex office due to strict agreements with Spectrum Mobile. I am in need of my Samsung Note 10, but with my busy job, it's hard to find time to wait for deliveries or provide an exact delivery address during a lunch break.

Subject: Spectrum Billing Concerns Dear Mr. Rutledge, I reached out to Spectrum three months ago regarding my escalating bills. While the representative was courteous, I am troubled by the consistent bill increases. In August [redacted], my bill was $[redacted].00, which later rose to $[redacted].53 in October and $[redacted].00 in November. Now, my latest bill stands at $[redacted].00, a $40.00 surge within four months with no change in services. As a long-time customer, I am concerned and unable to sustain these continued hikes. I seek assistance to comprehend and address these rapid increments to avoid reaching an unaffordable bill of unknown proportions in January [redacted]. Thank you for your attention, Don Sugar Sent in July [redacted] To: William R. Levesque, Spectrum Cable Dear Mr. Levesque, I have been a loyal customer of Bright House Cable, now Spectrum, for over a decade. Recently, my bill exhibited drastic yearly changes from $[redacted].89 to $[redacted].33 despite retaining the same service package. The projected $15.00 rise for the upcoming year without negotiation options is concerning. Attempts to reason with Spectrum proved futile, highlighting the lack of benefits for loyal customers. Considering the better deals newcomers receive, remaining with Spectrum appears financially unjustifiable. The dependency on Spectrum services complicates transitioning to other providers, leaving me feeling cornered. Your intervention and support in addressing these billing issues would be greatly appreciated. Sincerely, Don Sugar

Since November 4th, I've been struggling with Charter's phone representatives regarding the Essentials package I ordered. After initially ordering but canceling Essentials due to setup issues with my Roku device, I eventually got it working and re-ordered the package. Unfortunately, a representative named "Darielle" was rude and failed to complete the work order on November 12th. The next day, I called Charter nine times to try to resolve the issue, being transferred between tech support, the streaming department, and Roku support with no success. Multiple representatives, including "Jeremy" and "Jeff," provided conflicting information and attempted to address the problem. Frustratingly, "Dominick" mentioned an IP address issue that required escalation to the engineering department. I'm frustrated by the misinformation from these representatives and seek clarity and resolution to finally access the Essentials package I signed up for without further delays.

I've been with Time Warner since 01-03-03. When my husband switched to AT&T, I went back to TW, which is now Spectrum, after our contract ended. Recently, I called to try and reduce my bill, which has gone up to $[redacted]. The representative mentioned this is standard once a contract expires, even though I didn't have one. If I can't decrease my services to make it more affordable, I may have to cancel soon due to the high cost.

I have been experiencing issues with receiving emails at [redacted] When attempting to access my emails through Charter/Spectrum, it indicated that my account for mickeyb100 was not yet set up. I have not received any emails since around the end of August. I have attempted to adjust the settings without success. I own an iPhone, iPad, iMac, and recently acquired a MacBook Pro. Could you please provide me with a contact number for assistance with this matter?

I have repeatedly requested to change my account bill due to overcharges for internet and cable services. Despite informing them about the financial difficulties I face in paying the excessive charges, they have not made any adjustments. Currently, they claim I owe them $[redacted], which is inaccurate as I have not been utilizing their services since they were disconnected. It is concerning that they continue to bill me for a service that has been terminated. Their suggestion of canceling for 30 days to become eligible for new customer pricing seems dishonest and unfair to existing customers.

I recently had Spectrum install internet only in my home. The technician arrived two hours late and seemed inexperienced, leaving behind a messy tangle of wires that took hours to sort out. Since the installation, my phone only works if I stand outside in front of a black box. I am disappointed with the service I received as I believe I could have done a better job myself in less time. I refuse to pay the $50 installation fee as the quality of work was subpar. I have been a loyal customer since [redacted], paid my bills promptly, and now I expect this issue to be rectified promptly. I kindly request that the $50 be deducted from my bill as soon as possible. This situation has caused me inconvenience and as a new widow on a fixed income, every dollar counts. Kindly address this matter promptly. Thank you for your attention to this issue.

In August of this year, I signed up for Charter's internet service. Since 12/18/19, I have been experiencing an intermittent connection issue every day despite 5 technician visits, 4 router changes, and 2 modem swaps. Finally, after all the troubleshooting, my connection seems to be stable. Charter informed me that my apartment has a connection problem but did not notify me about it earlier. I am requesting an adjustment to my bill as I did not receive the service I was supposed to. I would appreciate it if this matter could be resolved promptly. Thank you.

I have been a Spectrum TV, internet, and phone customer for almost 2 years and am satisfied with their service. I am looking to reduce my bill but have been told it's not possible unless I am a new customer. Despite reaching out multiple times, I have not received a satisfactory solution. Recently, my bill increased by $8, and I am currently paying nearly as much for their services as I am for rent. I believe I have been a loyal customer, always paying on time, but the latest bill of $[redacted] is higher than I expected. I understand that new customers may get better deals, but I would appreciate if they could show some appreciation to existing customers like me. I am hoping to negotiate a lower bill, even if it can't go back to the initial $[redacted], perhaps around $[redacted]. I have encountered difficulties in reaching customer service, with long waiting times and even being disconnected without a call back. I hope to find a resolution soon.

Hello, I'm reaching out because after running a report using my name, I found an email address associated with Charter.net that I never created. I am not a member of Charter or Spectrum. I would appreciate a prompt response to address this matter. Thank you, Melissa H. Current contact: Email: [redacted] Phone: [redacted] The email attached to my name is: [redacted]

I have consistently paid my bill on time, but I have not been receiving full service for quite a while despite my payments. I now wish to cancel my service entirely. I will continue to pay the phone bill, although I believe I should receive some form of credit for the extended period during which the service was incomplete. I was convinced to switch to DirecTV during Christmas in [redacted], and since then, I have not had access to Spectrum TV. Therefore, I believe compensation is warranted. Over the past six months, I have not been able to access the complete service.

I received a buyout offer from Spectrum for "preferred" customers offering internet/TV at $44.99 each. After speaking to a representative, I signed up for Choice Pick 10 with 5 premium channels for an extra $15 along with the internet service I have had for years. However, Spectrum is now denying me the internet service at the agreed price and refusing to reimburse the buyout fee of $[redacted]. They claim I needed to get the Select package to qualify for the internet offer at that price, which was not specified on the initial form. I am frustrated as they are not budging on this issue. I believe they should be able to confirm the details of our conversation if they record all calls. Any help or advice on how to resolve this would be greatly appreciated. Thank you.

I have filed a complaint at your Farmington office regarding the Leadwood Police Department continuously accessing my account, causing damage to my devices, deleting pictures, locking my device, and reading my messages intended for Will D. in Leadwood and Top Security. My ex-father-in-law alleges they are impersonating St. Louis FBI agents, claiming I must be an international terrorist for this intrusion. They have been troubling my contacts, especially Brian P. They even wrecked my Facebook, rendering it inaccessible due to high security fears instigated by bikers potentially due to family betrayal and mismanagement of Leadwood's water fund. The new gas station proprietor in Leadwood is behaving more aggressively than the previous one, and they shouldn't have access to my computer or any of my properties. I demand that my security cameras and microphones be activated to pinpoint and remove any illegal surveillance equipment. The authorities, including the US Marshals' Office, must be notified. St. Louis FBI must be held accountable for not monitoring and controlling local law enforcement and unprofessional security personnel who are breaching privacy laws and harassing me. Recently, Bob M. from Bell Street sexually harassed me, which I reported, along with another incident involving a 68-year-old neighbor receiving my messages. I urge immediate action against Charter Spectrum for jeopardizing not only my life but that of other women in the area. I want all unauthorized devices, like the Roku and Chrome on my TV, removed, and the related addresses for legal action. I am disconnecting Charter Cable and never using their services again. Disconnect these devices immediately, provide documentation, or I will do it myself. I am done with their incompetence and resistance. Thank you.

I am concerned about a situation involving the fraudulent placement of a Roku device in my cable setup five years ago, which led to various issues. I believe someone unauthorized gained access to my PC, including personal photos and military records. There have been disturbances on my social media accounts because of this breach, and I feel violated and frustrated. I have reported this to the appropriate authorities and feel that serious consequences should follow for those involved. I am not willing to pay for any services due to these circumstances and expect full access to all channels, pay per view, and a cell phone for life as compensation. This breach has disrupted my life greatly, prompting me to consider moving away from this situation entirely.

I have had to constantly retell this unsettling story multiple times a day. My new G7 was tampered with, the password was changed, and the MAC number was erased. Despite my efforts and multiple complaints to the customer service center, no action was taken to resolve the issue with the viral pop-up interrupter. I made it clear that if my phone was not fixed to retrieve my pictures and contacts, I would take matters into my own hands. I will pursue legal action against the call forwarding individuals and hackers. I am aware that there may be some connections to certain people, but I am focused on resolving the current situation. I am considering settling matters out of court. The safety of my information is a priority, and proper steps must be taken to rectify the situation. It has been a long and frustrating journey dealing with these issues, and I am eager to see a resolution.

After being a customer for five years, I contacted customer service to dispute a charge and negotiate restoring my service. I requested to speak to a billing supervisor as the associate I spoke to seemed indifferent. Unfortunately, the supervisor refused to speak with me. Instead, the associate directed me to a section on the website and seemed to find it amusing. Despite my requests to speak with the supervisor, I was put on hold once more. I found their behavior unprofessional and offensive, particularly when I was trying to resolve the issue and remain a loyal customer for the past five years. It made me feel undervalued when all I wanted was to settle my bill and continue as a satisfied customer.

I worked at Spectrum's Lincoln, Nebraska call center and referred my friend, J.W., for a job there. I never received the promised $[redacted] referral bonus. Two weeks after I left the job after working for a year and a half, James informed me that everyone was instructed to email the supervisor if they were missing their referral bonus. I believe I am still entitled to receive this bonus.

I have never paid attention to my bill. Why am I paying for a house phone when I don't have one? Since before the virus started, my cable has not worked. No one has come out here, and I didn't want strangers due to the ongoing situation. I am not in a contract, so cutting off the phone and cable without increasing my bill would be appreciated. I don't use the phone and prefer my fire stick over cable. If there is a contract, please lower it to the minimum TV package. I believe I have been mistakenly charged for services I am not using, like the house phone. Cable has been non-functional for about two weeks before the virus outbreak, which went unnoticed as I rarely watch TV. Please reach out to my sister Jamie at [redacted] for any further communication. Thank you for your assistance.

I am looking to set up a landline for my father-in-law, Walter Heim, at Villa De Anza in Riverside, CA. We have encountered difficulties since the address in your system does not match. The staff at the assisted living facility where he resides cannot provide the lease agreement. Could I submit a letter from Alaska Credit Union demonstrating his address? We are eager to add the landline as the complex covers utilities and cable. Any guidance on documentation submission would be appreciated. Best regards, Thomas Broderick