Spectrum Customer Service Issues

I am a Spectrum customer and have been experiencing issues for around 6-7 months. My husband is currently unemployed due to Covid, and I am on Social Security SSI. I always make my payments on time but have been charged multiple late fees, even though I call in advance to inform Spectrum. Initially, I was supposed to pay $[redacted], but the bill has now increased to $[redacted] monthly with an $8.99 late fee added each time. I feel frustrated by the lack of understanding during this pandemic. I urgently need to speak with someone upper management to address these excessive charges properly. Please contact me at [redacted]. It's disheartening how fees keep piling up despite my efforts to communicate and pay on time. I've been a loyal customer for over 15 years, and it's disappointing to see the company's approach towards customers change over time. I hope for a prompt and thoughtful response to rectify this situation. Thank you, Thomas G., [redacted] 41st Ave. North, Saint Petersburg, FL [redacted].

I have been operating Arbors Records, Inc. for around five years from 51 S. Main Ave, #[redacted], Clearwater, FL [redacted]. Over the past year, our computer system has been causing numerous issues, frequently losing internet connection and failing to function correctly. Despite paying almost $[redacted] monthly, contacting your company for assistance has been unsuccessful. Our computer technician has attempted to fix the problems with temporary success, but the issues persist. The current situation has left my jazz recording business at a standstill, with our ordering system, telephone, credit card machine, and fax all out of service. I urgently need assistance to resolve this matter. Please provide guidance on who I can contact for help. Thank you, Rachel Domber, President of Arbors Records, Inc. My contact number is [redacted], email: [redacted] Website: arborsrecords.com.

While watching my favorite nighttime program, the TV suddenly stopped working. After checking my inbox, I learned that Spectrum was conducting routine maintenance. It's frustrating that this seems to happen frequently, disrupting my TV time in the evenings. I wonder why they can't schedule maintenance for 3 AM instead of midnight when many people are watching. This situation is causing me to reconsider my entertainment options. I dislike having my TV interrupted during a show. I'd appreciate knowing how long this maintenance will last. I'm not interested in using the app to watch on a small screen and keeping my phone charged all the time just to watch something is inconvenient.

I have tried twice to order Spectrum Mobile and a device online, but each time there was a technical difficulty at the end of the process. I was prompted to call the customer service number to confirm my order. However, my credit card was not charged, and I received no confirmation email. I wanted to avoid speaking to a customer service representative, that's why I did it online. It's frustrating that the website doesn't seem aware of the issue, leaving me uncertain if my order was received. It's disappointing that the online experience hasn't been smooth.

Dear Sir/Madam, I recently received my latest bill and noticed an additional charge for TV channels that I did not request. Two months ago, a representative from your company offered me one month of free Spectrum TV, which I accepted. However, I did not authorize them to add it to my account. Today, on Monday, January 25th, after a 40-minute call with customer service disputing the charge, they cancelled it for the next bill but were unable to refund the $19.99 to me. Though the amount is small, it reflects on your company's service and commitment to customer care. As a loyal customer of seven years, I expected better treatment. This incident feels like a form of fraud, and I hope my feedback helps improve your services. Sincerely, Sadina Pira

My account number is [redacted][redacted]84. I recently received a call from [redacted] and a voicemail from Spectrum regarding a technician visit scheduled for January 22nd between 8-9 am. However, it's now the 26th. The technician actually came on the 22nd and successfully reprogrammed my new cable box, which I couldn't set up earlier. He was very helpful and explained why it couldn't be set up initially. He assured me to call if I encounter any further issues. Just hoping for a price decrease instead of an increase, and everything would be perfect!

I am extremely frustrated right now. I recently canceled my internet service with Spectrum after only using it for 6 days this month. When I called to request a partial refund for the days I didn't use, I was told it was not possible. This experience has left me feeling disappointed and upset. Other companies I've dealt with in the past have always provided refunds for unused days. Being charged $75 for only 6 days of service is unreasonable. I plan to switch to Frontier and will be advising my family and neighbors to avoid Spectrum as well. It's disheartening to be treated this way after being a loyal customer for 2 years. My account was registered under [redacted], and I hope to see this issue resolved promptly.

I have multiple concerns with my recent bill. I discovered an unexpected $5 WIFI fee added to my monthly internet bill, bringing the total to $80. Despite these charges, my internet service has not been functioning correctly. I've lodged complaints without any resolution. During the last technician visit, I was informed that the WIFI signal does not pass through walls, which makes no sense as the issue persists even when I'm next to the router. As a loyal customer of over a decade, I'm baffled by the continuously rising costs and declining quality of service. The current situation is untenable as my children rely on the internet for their schooling, which is impossible due to the unreliable connection. Notably, I'm experiencing far lower download and upload speeds than promised, getting only 4.9mbps and 5.2mbps respectively, while I should be receiving 60-200mbps download and 10mbps upload speeds.

I am having trouble with Spectrum constantly calling with a robocall offering a promotion for AT&T/DirecTV customers to lower their bills. Despite pressing "2" multiple times to be removed from the list, the calls persist. I do not have DirecTV and am not interested. When I spoke to a representative and asked which company I would be switched to, they mentioned Spectrum. I have filed complaints with Do Not Call as I am registered on the list but the calls persist. Despite talking to three different Spectrum representatives who assured me my number would be removed, the calls persist. This practice feels shady and deceptive, and I refuse to engage with a company using such methods.

My bill continues to increase, yet I am receiving fewer TV channels. Frequently, while watching TV, the screen goes black. This issue has persisted for a while. I hesitated to call earlier, assuming it was being addressed, but the problem persists while my bill keeps rising. I have noticed a decrease in available movies and interruptions during my favorite shows daily. It has become so troubling that it causes me stress. My husband, aged 61 and retired, and I, aged 55 and on disability, do not watch much TV. However, these blackouts are distressing. Since returning 3 boxes to reduce our bill, it unexpectedly doubled. I have recommended your company to many, but the recent service decline may lead them to switch back to their previous providers. It is frustrating that new customers receive lower rates while loyal ones face constant bill increases. We have only one DVR box, which used to be complimentary. Despite wanting to stay with Spectrum, the high bills are a concern. I hope for a resolution to this matter promptly. Thank you for your attention.

Several years back, we canceled our Spectrum cable service when it was still under Time-Warner. The cables from the pole to our home have remained. Recently, a tree limb fell during an ice storm, causing the Spectrum cable to come down from the house into our backyard. We are facing difficulty in reaching Spectrum customer service, as they require our old customer account number which we no longer possess. We urgently need the cable removed from our property.

As a returning customer, I have had multiple experiences with Spectrum's poor customer service in the past. Although the representatives are friendly, their promises often do not align with the actual outcomes. Upon receiving my first bill after rejoining Spectrum, I was surprised to see a $50 one-time fee for bringing the line into my house. Despite speaking with three different reps prior to this, not one had mentioned this fee. Even a letter from Spectrum in February [redacted] failed to mention this charge. Upon contacting customer service today, I was informed that the fee could not be waived, which wasn't unexpected. It seems old habits die hard.

I recently got a new Spectrum cable box, Spectrum201-H, and set it up with my TV. I connected the HDMI cable and the coax connector, powering on the box and the TV. However, I encountered an issue with the firmware upgrade displaying an error code STBH-[redacted]. What should I do next? This is my second box within a day, as the first one had audio problems. Should I replace it again or seek technical support from a live agent?

I reported a cable and internet outage on Saturday. The earliest appointment available was on Thursday, which is very frustrating. On Sunday, I reported a cable issue, but when someone came to check, they closed the ticket without fixing the problem or notifying me. Today, I called again, and after speaking with a supervisor, I was informed there was an outage affecting 5 houses. They promised to call me back today with a resolution time, but no one has contacted me. When I called back, I was still informed that my appointment is on Thursday. This delay caused me to lose a job opportunity. Paying $[redacted] monthly for 2 years without any service issues prior, I expect better communication and resolution. It's essential for me to have someone reach out to me promptly to address this matter.

I recently changed my plan with Spectrum and was advised to exchange my cable box and modem at the local store. Despite spending several hours there, the store agents were unable to resolve the issue as there was an error preventing them from checking in the old equipment and providing new hardware due to an open case. Multiple phone calls were made with no solution. Even after contacting Spectrum again, the problem persisted, and I was instructed to return to the store on Monday as my case would remain open until then. It was frustrating to go through this process, only to be left with the same equipment and unresolved issue. Despite contacting Charter multiple times prior, there was no note in my file, causing unnecessary delays and inconvenience. Each time I speak with an agent, I have to repeat my case from the beginning, adding to the frustration. Your assistance in resolving this matter would be greatly appreciated.

I was misled over the phone about my TV, internet, and cell phone package by Spectrum. I was promised services that were not delivered. After switching from streaming to cable TV, I went to a Spectrum store to set up my cell phone plan for $14 a month and encountered issues porting my number. Spectrum has not released my number, leaving me without phone service for 24 hours, which is concerning as an 87-year-old. I am frustrated with Spectrum and urgently request the release of my number. Ellen Clark

I am seeking help with managing my Spectrum account. Since my husband's passing and my health challenges, I struggle to organize and communicate effectively. I sent Spectrum my late husband's death certificate, but they sent me a complex questionnaire that, due to my health, I can't currently handle. I pay around $[redacted] monthly and wish to reduce this amount since I am on a fixed income. I've been unable to change anything on the account as I am not listed as the Primary. I am in a difficult situation and any assistance or advice would be greatly valued. Thank you. - Sandy H.

After a recent modem installation, my internet service has been experiencing intermittent failures and download speeds have decreased by more than 75%. I have reverted to my original Netgear CM400 modem, but the issue persists despite attempts to reset the modem and update the firmware. The modem's error logs indicate various problems such as RCS Primary DS Failure, No Ranging Response received causing T3 time-outs, and SYNC Timing Synchronization failure. Interestingly, in my Spectrum account, the Netgear modem is not recognized properly and shows up as Manufacturer “Unknown” and Model “COMODAWGD3”. Even after trying to activate the Netgear CM400 through activate.spectrum.net, the problem remains unresolved.

After installing a new modem, my internet service has been unreliable with download speeds significantly lower than before. Even after reverting back to my original Netgear CM400 modem, the issue persists. I have factory reset the modem and attempted to update the firmware to no avail. The modem's error logs indicate various failures like RCS Primary DS Failure, No Ranging Response received leading to T3 time-outs, and SYNC Timing Synchronization failure. In my Spectrum account, the Netgear modem is not recognized correctly, showing as "Unknown" manufacturer and "COMODAWGD3" model. Re-activating the Netgear CM400 through activate.spectrum.net has been unsuccessful.

Good afternoon, I wanted to inform you that I received my phone today, but unfortunately, it was not the one I was expecting or needing. When I called to inquire about exchanging it, I was told I have to pay $50.00 for the return. This was never mentioned during the negotiation process. I am a new phone line customer with cable and internet services from your company, and I don't think it's fair to charge customers for exchanges. I simply want to swap the phone for a different one and pay the price difference. I hope you can assist me with this and ensure that future customers are informed properly to avoid similar inconveniences. I chose your services because of the great programming and internet quality. I hope this message reaches the right person who can help. Looking forward to your positive response.