Spectrum Customer Service Issues

I'm attempting to utilize the Android version of the My Spectrum app on my Samsung phone to access secure Spectrum Wi-Fi hotspots by adding the Spectrum profile. However, I'm encountering an issue where the app displays an error message stating, "Oops, something went wrong. We weren't able to finish signing you in. Please sign out and try again later." Interestingly, I was able to complete this process seamlessly on my iOS device. Despite contacting customer service over the phone without a resolution, my phone's software is up to date. I kindly ask the app developers to address and rectify this issue.

I would like to email the head of Spectrum to share my frustrations. In this day and age, internet is essential and the prices they charge are outrageous. Basic necessities like internet should be more affordable or covered by taxes. Particularly during a pandemic, it's disheartening to see companies prioritize profit over people's needs. Being threatened with disconnection when I am struggling financially and have health issues is unacceptable. Spectrum boasts about their profits, which only adds to my frustration. I need to express my concerns directly to them.

I was enthusiastic about signing up for the Spectrum streaming TV app. After purchasing a Roku to use the app, I was disappointed to find out that Spectrum no longer supports Roku. Both Roku and Spectrum point fingers at each other for this issue. Since I can't afford an Xbox, Apple TV, or Samsung smart TV, I may have to cancel my Spectrum subscription. I urge both parties to come to an agreement so that Roku users like me can enjoy streaming Spectrum. Sincerely, Tony and Melody Gulley

Hello, my name is Mandi Shrum. We live at [redacted] Sweet Gum Valley Road, Travelers Rest, SC [redacted]. I used to be a Charter Spectrum customer, but our new home couldn't get service due to the distance from the main road and a creek. Even after requesting an estimate for construction costs to run the wire under the creek, we never heard back. On May 10, [redacted], a Spectrum sales rep named Walter Bonham visited us, but we learned our location wasn't serviceable. Despite promises to follow up, we never received a call back. I reached out to Walter with no luck. Desperate for internet, we are trying to connect with anyone at Spectrum who can assist, willing to pay for the necessary work. Our phone numbers are [redacted] and [redacted]. Any help from Spectrum would be greatly appreciated. Thank you, Mandi Shrum

I received incorrect information from Spectrum representatives regarding the unlocking of my phone. As I switched services, I was assured that my iPhone was unlocked, but when my number was transferred, it was discovered that the phone was still locked. Despite talking to another Spectrum representative, there seemed to be no record of my initial conversation, and I was informed that it would take 2 days to unlock my phone. This left me without the ability to make calls, which is essential as this is my only phone. When Apple confirmed that the phone was indeed locked by Spectrum, I was disappointed by the misinformation provided by Spectrum. I am surprised by the lack of a live chat option for immediate assistance to resolve such issues. I urgently need my phone unlocked and assistance from Spectrum to rectify this situation promptly.

I have an additional concern regarding our high monthly cable expenses. Many of my favorite shows, which we currently pay for, have been transferred to Discovery for an extra fee. Despite this change, our bill remains the same. This feels like a dishonest and greedy move on the part of the company. Additionally, I find it frustrating to locate movies on pay-per-view. The process is convoluted - deciphering where a movie is listed and scrolling through endless options can be exhausting. Sometimes, a movie is not even available where expected. The high price of $20 for a new movie feels excessive, especially considering our already pricey cable package. I am disappointed by the lack of appreciation for loyal customers who consistently pay their bills on time. It seems that Spectrum is prioritizing business interests over customer loyalty, as evident in their advertising campaigns.

I have been trying to address two issues since May 12, [redacted] with no success. The company I'm dealing with appears to be quite incompetent and understaffed. I am too overwhelmed to provide all the details here. I request a call back to resolve my payment concerns without any late fees. My attempts to reach customer service have been met with unhelpful and unfriendly staff who seem to lack proper training to assist with queries. Despite requesting to speak to a manager, I have faced long wait times and have been disconnected during live chats. It is frustrating dealing with this company's poor customer service. Spectrum's frequent price hikes, especially during the pandemic, reflect a lack of empathy for customers facing financial difficulties.

For nearly two months, our WiFi has been intermittent, going from working to not working for a few minutes at a time. Initially, it occurred every other day, but lately, it's been happening multiple times daily for over a week. I've attempted to resolve the issue by rebooting it via the Spectrum app and unplugging it for 30 seconds, but the problem persists. In December [redacted], I relocated the WiFi router from the living room to my brother's room, where it functioned well until recently. I had hoped a simple reset would fix it, but unfortunately, the problem persists. If you need any information to assist further, please feel free to inquire via email. Thank you for your attention to this matter.

Hello, I'm Melissa, a medical Social Worker at Memorial Regional Health, assisting a patient with account #[redacted][redacted], Denise Nickerson, seeking to inquire about the possibility of reducing or partially crediting her bill from May. The patient was hospitalized and transferred to a skilled nursing facility for recovery. I am unsure if your company considers such requests due to medical circumstances. Kindly advise if this is an option. The patient might have contacted you previously, possibly in distress, but any rudeness was unintentional and related to her illness. Thank you for your assistance in this matter.

I am a retired individual on a fixed income and have been a loyal customer for over thirty years, originally with Time Warner and now with your company. The continuous increase in my bill has become a financial challenge for me. I am unable to benefit from numerous channels and music services that I do not utilize. I am inquiring if you offer any discounts for seniors or long-standing customers like myself. It seems that promotions are often geared towards new customers rather than rewarding loyalty. Those of us who have supported your business for many years feel overlooked. Could you consider implementing special pricing for elderly customers like myself? Sincerely, L. Steeno

Hello, I'm Jennifer, a loyal customer for three years, with internet and phone services. Recently, I considered adding TV service. I was promised a 12-month promotion to keep my bill around $84, only to realize shortly after that my bill had nearly doubled. On June 8th, just three days after adding TV, I contacted customer service to cancel all services, including the TV box. However, I have since discovered that the TV service was not canceled, and my bill remains inflated. Today, I made five frustrating calls, enduring long wait times and even a disconnection. I never lost full service on my phone. I kindly request the TV package to be removed as originally planned and for my bill to be corrected.

Date: June 2, [redacted] Subject: Billing Inquiry From: Y.S., Previous Client I commenced Spectrum internet service on April 18 and terminated it on May 28, [redacted]. I made a $50 payment which covers service from May 18-28. When attempting to sign up for Spectrum mobile on May 24, store staff mentioned I had a past due account as my $99.98 check sent on April 25, [redacted], was never cashed. Following my bank's advice, I placed a Stop Payment on the check for a $30 fee. Despite informing Spectrum on May 26 of the situation and requesting a $30 credit due to the non-deposit, it was declined. Subsequent attempts to contact Spectrum's cancellation department on May 27 were unsuccessful after enduring two 45-minute holds. On May 29, I returned the modem box and discontinued the service. Spectrum's refund policy states dissatisfaction refunds are applicable within the first 30 days, but being unaware of the non-deposited check until May 24 exceeded this period. No reminders were received regarding the payment within the initial 30 days. I kindly request the waiver of the initial $99.98 fee. Sincerely, Y.S.

After being a loyal customer for more than 40 years, I was dismayed to discover that new customers are paying over $70 less for the Spectrum Select TV bundle package. While I understand the strategy of offering deals to attract new clients, isn't there some value in loyalty? After four decades, it seems like I would have earned some recognition. Despite my long-standing commitment, it's disheartening to realize that I may be forced to consider switching to a competitor to manage my budget as a senior on a fixed income. I reached out to customer service in the hopes of finding a solution to my high bill, but unfortunately, they were unable to assist me.

I waited in line for over 1.5 hours after signing in, only to see technicians assist people they knew before me. When I finally got to discuss wanting a new phone and transferring data from a micro SD card, I was told it couldn't be done. Despite Verizon confirming it could be done, I was considering switching to Spectrum due to this negative experience. It was so frustrating that I am contemplating dropping my other services and switching to satellite or Roku. The whole situation was incredibly disappointing. Thank you for allowing me to share my frustrations.

Subject: Concerns with Recent Spectrum Bill Dear Spectrum Customer Service, I recently received my Spectrum bill and noticed a sudden increase of $10.62 without any explanation. As a retiree on a fixed income, paying $[redacted].60 per month for basic TV channels, internet, and phone services seems excessive. Additionally, I was billed $17.99 for a "Broadcast TV Surcharge," a fee I do not fully understand. Could you clarify if this charge is separate from the monthly TV service fee of $76.99? Given the rising costs and additional fees, I am considering switching providers to better manage my expenses. In a time where premium channels like HGTV require extra payments, these continual price hikes make it challenging for individuals like me to afford essential services. I have made my payment for now but hope to explore more affordable alternatives moving forward. Thank you for your attention to this matter. Sincerely, Ken E. R. [redacted]

On Monday, July 12, [redacted], I scheduled an in-home tech support appointment for Wednesday, July 14, [redacted], at 10 am. However, the technician did not arrive or provide any explanation. I contacted their support line and rescheduled the appointment for Friday, July 16, [redacted], at 1 pm. The support team claimed there was no record of our initial appointment. Despite double-checking with them, they reiterated that there was no appointment in their system. I referred back to my chat conversation with Spectrum on Monday which clearly indicated the appointment for Wednesday, July 14, [redacted]. Although I couldn't download the chat, I took screenshots to document the arrangement. I wish I could share these screenshots here, but it doesn't seem to be an option. Just to note, I reside in Central Point, Oregon, and will refrain from sharing any personal details here.

Subject: Spectrum Service Outage Notification Dear Kelly Chisholm, We regret to inform you that there is a service outage currently affecting the Spectrum services at [redacted] Lafayette Ave, Titusville, FL. According to the latest update, the estimated restoration time is now 04:30 PM. We recognize the inconvenience this may have caused and would like to offer some solutions to keep you connected. Spectrum TV customers can access various programming options through the Spectrum TV App, while Spectrum Internet customers can utilize WiFi hotspots across the country. Kindly note that the restoration process is taking longer than anticipated. Please refer to the provided link for more information. For any further inquiries, you can contact David from Spectrum customer support. Thank you for your understanding during this time. Sincerely, Kelly Chisholm

My iPhone, under Verizon service, has been with me for over 20 years. Spectrum attempted to take over my mobile service today but failed to activate it fully. After a conflicting back-and-forth between Verizon and Spectrum regarding account changes and a missing transfer code, my phone is now rendered inactive. I found myself in the middle of a communication breakdown, with neither company able to provide a resolution. Despite paying my bills and offering the necessary codes, the situation remains unresolved. I am seeking assistance in reverting back to Verizon service as it was before today's disruptions, while canceling the attempted switch by Spectrum. Please keep my phone number unchanged. Thank you for any help in resolving this confusing situation promptly. Margaret B., [redacted].

On 7/22, I signed up for Spectrum Internet over the phone. The associate tried to push bundling services, but I insisted on internet-only. They upgraded me to [redacted] mbps instead of 50 mbps as requested. They assured me I could change plans anytime. Despite being told installation was free, I was charged $49.99 for 'Install Service', $9.99 for 'Spectrum Wifi Activation', and $12.99 for Spectrum Voice. After multiple calls, they finally removed the unwanted services but couldn't downgrade my plan or adjust charges. They suggested canceling and re-enrolling to get the promo rate, which is frustrating. I was misled about fees and services, leading to ongoing issues that have not been resolved. I'm dissatisfied with Spectrum and would caution others against using their services.

After closing account # [redacted] 41 [redacted], Spectrum continued charging my credit card despite my husband's efforts to resolve the situation by calling multiple times. Unfortunately, Spectrum ended up over-refunding me for the excessive charges. I was initially informed via email on 06/30/21 that my balance was $0, only to receive a subsequent letter stating a past due balance of $79.98. To make matters worse, Sunrise Credit Services contacted me regarding the unpaid debt. This handling of the situation by Spectrum is concerning, as they should have communicated the over-refund and any necessary charges clearly to me. The lack of proper explanation or notification led to a significant drop in my credit score by more than [redacted] points. Despite my payment on 08/04/21, I request Spectrum to send a detailed letter to Sunrise Credit Services clarifying that this issue arose due to their oversight in reaching out to resolve the matter promptly. This situation was solely caused by Spectrum's multiple billing errors post-account closure, which I made efforts to address.