Charter Communications Customer Service Issues

I had service with you last year, and unfortunately, due to unforeseen circumstances, my bill accumulated to $[redacted], leading to a disconnection. After my wife stopped paying the bill and subsequently left her job, I found myself financially burdened. However, I am now in a better financial position post-divorce and would like to settle the outstanding amount in full to have my internet reconnected. Additionally, I am interested in exploring your cable packages if available. I appreciate your assistance and look forward to resolving this matter promptly. Thank you for your attention to this request.

I am writing to address the payment for my May bill due on 5/18/[redacted]. Along with my payment, I am reaching out to inquire about the status of a service change form I submitted for a senior citizen's discount on basic cable and internet services. I had a conversation with Stephanie regarding this form, and she mentioned that the change would be processed after the bill payment. However, I have not received any updates from her in over 2 weeks. I understand she may be busy, but I am eager to know when this service change can be implemented for me. I am 82 years old and living on a limited Social Security income. I was advised that this new service would be more cost-effective for me. Stephanie mentioned that I would need to have the internet disconnected for 30 days. Can you confirm if this is accurate and provide more details on how this process will proceed? Thank you.

I received a pop-up notification that my account was suspended due to unusual and suspicious activity during sign-in. I contacted the provided number and felt uneasy when the technician mentioned login attempts from Russia. I'm uncertain if this is a legitimate service from Charter/Spectrum. Could you help me regain access to my account? The technician also suggested purchasing a Firewall for my network. Is this necessary?

I have an overdue account from some time ago connected to a phone number we've had for over 35 years. Unfortunately, due to family circumstances and my dad's health, our service was disconnected. My dad, who has chronic dementia, still remembers his phone number, but it's not in service when I tried calling. I hope to reconnect his number for him. I don't have the account number, but the service address is [redacted] 1st Street, Garibaldi, Oregon, [redacted], under the name Dan Repass. We have all the equipment from your company and are willing to make payments. I just want to ensure my dad has a familiar number in case of emergencies. Thank you for your assistance.

I'm Caleb. I've been a Spectrum internet customer at [redacted] Explorer Drive in Morrisville, NC, for 2 years. After moving, I've been having trouble canceling my service since 9/1/[redacted]. I contacted the retention department, but despite their assurance of cancellation, the billing department said otherwise. After multiple calls and long wait times, my account remains active, with new charges accruing. The online account summary shows my equipment as offline. I've attempted to use the chat function, only to be directed to call for service disconnect.

I had issues submitting comments via the email "appointment feedback" survey on your website. Therefore, I am sharing my complaint here instead. On Tuesday, 9/15/20, your TV service technician, Casey, arrived at 6:15 PM for a 5 PM to 6 PM appointment timeframe. While polite, Casey did not listen to the customer's problem, replaced equipment without testing, and did not perform necessary system tests. Casey replaced the Samsung TV box with a 'spectrum' TV box that lacks essential features like a clock and caller ID, reducing the value of the telephone service. I am considering switching providers due to this experience with Casey. A second technician, Peter, came the next day but faced similar signal level issues with the 'spectrum' TV box. Following contact with an engineer, another service call is scheduled for Sat, 9/19, for a possible solution. I have extensive experience in electronics and engineering. Please feel free to reach out if needed. From, Ed Wroblewski.

I am a Spectrum Mobile customer who recently moved to Ryegate, MT with area code [redacted], where they are supposed to provide 4G service as they use Verizon. However, they only offer 3G here, leading to dropped calls and no service for important calls since 09/06/[redacted]. Despite visiting the office and speaking on the phone, the issue persists. I am unable to call from another phone as suggested due to not owning one. Spectrum's lack of response and assistance is frustrating, especially as I rely on a fixed income and cannot afford alternative services with the same issues. I seek a credit for the time I was unable to use my service and a resolution to the connectivity problems. The inability to reach them via email or virtual assistant adds to the frustration. Your help in addressing this matter would be greatly appreciated. Thank you. - C.S.

I received a message from Charter stating they are "suspending" our account due to unconfirmed accounting. We have Internet, Video, and 2 email accounts with them. Our checks have been clearing every month except for the one mailed on December 17, [redacted]. Given the holiday season, mail delivery can be delayed. We are willing to ensure our accounting is current even by submitting another check. If Charter prefers, we can consider adding the December payment to the January bill as "prepaid." We are ready to cooperate fully to resolve this. Our Charter Account Number is [redacted]-12-[redacted].

I recently upgraded with new Charter equipment. The TV and one phone work, but the second phone using WiFi does not. It won't accept the new code provided. The ClearCaption phone says "no line," so I can't activate my Charter account because it won't recognize my username, password, account number, or security code. I no longer use [redacted] for email, preventing me from getting a new temporary login. I need my account to update my email to [redacted] instead. Could you please reset my account email to [redacted], so I can access my Charter account?

I am John T., a Spectrum customer residing at [redacted] Coulee Lanoire Rd. in Arnaudville, Louisiana, zip code [redacted]. While my service is currently unaffected, I observed a Budget Rental Lift Gate truck causing damage to the cable wire near my property. The incident occurred when the truck backed out near my neighbor's house just north of mine, resulting in the cable wires hanging low and creating a safety concern for package deliveries. The wires at my neighbor's property are even lower with a noticeable kink over their driveway. I am worried about potential service disruptions and urge for prompt attention from our service team based in Opelousas, LA.

I would like to cancel my Spectrum account and return the TV box that I currently have. Ever since the HD service was introduced, my TV service has not been the same. I have not been able to access the channels that I am paying for. Despite visits from your technicians, the issue has not been resolved. Initially, I managed by using On Demand, until that service was discontinued along with the channels I could watch. I simply want to close my account, return the TV box, and move forward. Since I will be moving soon, it seems like a good time to make this change. I do not plan on traveling out of town to return the box. I am willing to mail it back if you provide me with the address or have one of your technicians pick it up.

I recently received an alert via email from Experian Credit Bureau regarding a new collections account that was opened in my name on June 28, [redacted]. The account was updated on my Credit Report on 08/15/[redacted] and is associated with a collection company named Enhanced Recovery for a debt allegedly owed to Charter Communications. However, the address provided by the collection agency is outdated and not associated with me since June [redacted]. I have not been informed about this account until now and I am unsure of its origin. Given my history of identity theft by my ex-husband, who has previously opened accounts using my information, I suspect this might be another fraudulent debt. I am eager to clarify the details of this debt, identify the creditor, and address this issue promptly before it adversely affects my credit further.

We've been loyal customers of Time Warner/Spectrum for 22 years, but recently decided to cancel our TV services due to the continually rising costs. Despite requests to stop the constant mail and calls urging us to reinstate TV coverage, we have no plans to do so. A loyalty discount or bill stabilization should have been offered over the years. If a substantial discount for a minimum of two years isn't possible, switching providers isn't a viable option. Please cease the persistent mailers and calls as we have already made our decision. Thank you. - M.R. from Murrells Inlet, SC [redacted].

I had AT&T for cable and internet before switching to Spectrum due to internet availability in my new area. I explained my fixed income situation clearly to the representative while setting up the service. However, after the promotions ended, the bill increased significantly beyond what was initially communicated. Despite multiple calls expressing my concern, the issue was not resolved as promised. I recently decided to cancel the TV portion and keep only the internet, returning the equipment. Unfortunately, the TV service was not disconnected promptly after my request. I also face challenges regarding the internet bill and qualification for reduced rates through an assistance program, which they deny despite my submission of the required documentation. The situation has led to an unexpected increase in charges. As someone who spends much time at home, having an array of channels is essential for me.

I noticed unauthorized withdrawals from my account after I thought I had settled and paid off the loan. On November 4th, you debited $[redacted], even though you claim I still owe $[redacted]. This happened after my bank was acquired by PNC and I was issued a new account. I did not authorize any further payments, and it seems like an illegal and fraudulent activity on your part. I will be seeking legal action as I believe you have taken more money than agreed upon. Although I sent the final $[redacted] as a money order, you have not provided a receipt. If this continues, I will escalate by involving my lawyer and sharing my story on social media to protect others from a similar situation.

I am experiencing constant issues with my internet connection. I encounter this problem not only on my laptop but also on my smart TV when using streaming services like Netflix and Amazon Prime. Despite contacting tech support and resetting the router multiple times, the problem persists. The message I keep receiving indicates that there are no outages in my area. Recently, a new power pole was installed in my front yard, leading me to wonder if it affects the internet service as well. I can see a line still connecting to my house from a second pole in my neighbor's yard. I am very frustrated as I am unable to resolve this issue from my end.

I was assured by a Spectrum representative that they would cancel my CenturyLink service when they transferred my 50-year-old landline number to their service. Unfortunately, I lost my long-standing phone number in the process. As a result, my elderly mother, who has Alzheimer's, now has a damaged credit report and an outstanding balance with CenturyLink because they didn't cancel as promised. The technician who set up my Spectrum service installed it in my bedroom on the existing connection, creating a mess of wiring and causing power overloads in the outlets. I actually needed the modem in my office, which is in the center of the house. The electrical system in my bedroom has now completely failed, leaving me without internet access. Furthermore, we experienced fraud on our bank account three times in two months, leading to automatic payment issues with late fees that have drained our finances, especially during the pandemic. As my mom's legal guardian who lost my job due to the pandemic and is still struggling with my business, I am urgently seeking assistance from Spectrum and need to speak with a customer service representative to resolve these issues.

I recently switched to a Spectrum Mobile bundle with my Wi-Fi, expecting both services to be combined into a single billing process. However, I was surprised to find out that they were handled as separate plans with different billing processes. I leased a device for $72 a month, but I wasn't happy with it shortly after receiving it. When I contacted Spectrum Mobile to exchange it, I was informed that they were out of stock on all other devices and I would have to pay a restocking fee. Frustrated by this, I decided to cancel the service and return the phone within the 10-day limit. Despite facing difficulties with multiple representatives, I managed to get the return approved. To my shock, an unauthorized payment of $2,[redacted].93 was deducted from my account on February 14th. I shipped the item back to the warehouse using their return label, but I feel this charge was unauthorized and constitutes grand theft.

I've been trying to enroll in the ACP stimulus program for the past 4 months, but Spectrum has been unhelpful. Despite my husband being the primary account holder, I've always managed our account and have faced obstacles with ACP due to Spectrum applying in his name. Finally, after updating the account information with the death certificate, the enrollment went through. However, I'm unhappy about being charged full price for the past 4 months and would like an installment plan to prevent late fees or disconnection. The process has been needlessly difficult, and I'm unsure where to turn for assistance.

I have encountered numerous issues with my Spectrum service. Despite being informed that my router was compromised and needed to be changed, after canceling and changing my credit and debit cards for security, a technician replaced my equipment but failed to set up the remote controls properly, rendering my receivers useless. I filed a report about being wrongly charged for various services, including Spectrum voice. Multiple promised callbacks were never received, and I have faced confusion and inconsistency regarding credits and returns. Despite being a long-time customer, I have been let down by the lack of professionalism and miscommunication within the company. I have attempted to resolve these problems through multiple interactions with managers to no avail. I seek clarification and resolution regarding my billing, services, and the handling of my account.