Spectrum Customer Service Issues

I am Cindy H., a Spectrum internet and mobile customer facing billing issues. I have been mistakenly billed multiple times for a charge that does not belong to me. Despite being approved for the EBB program three times this year, I continue receiving bills from Spectrum. After contacting customer service twice, I was informed the issue was resolved, yet I had to pay the bill each time to address it. Now, I am once again facing a bill from Spectrum, causing confusion and frustration. I am reaching out for assistance and guidance on how to resolve this recurring problem. Thank you.

On 12/20/[redacted], Spectrum recently agreed to reduce my monthly bill by about $3 by removing two premium channels, HBO and Showtime, which is fine. However, I am still missing most of my other cable channels. Additionally, I have received two messages from someone named Allison Cruz regarding my Spectrum bill but I am unsure who she is. I have not yet received an updated bill reflecting the changes made by Spectrum. I would appreciate some guidance on this matter. Thank you, Paul Bartels from Slidell, LA.

I am a customer residing in Delaware with a home in Fayetteville, N.C. Recently, I spoke to Spectrum regarding streaming services and Wi-Fi. Initially, I was informed that since I do not reside in my N.C. home full-time, I could suspend the service when not there. However, upon attempting to unsuspend the service today, I was told I couldn't pause it for a year. This contradicts what I was told by Spectrum agents when I signed up for the service. Due to this misinformation, I have decided to cancel my service with Spectrum when I leave N.C. on January 3, [redacted]. It's disappointing that Spectrum agents are not providing accurate information to their customers.

On December 15, [redacted], I spoke with a customer service representative at Spectrum/Charter to reduce my bill. HBO and Showtime were removed, resulting in a new monthly bill of $[redacted].85 as per the Change of Service notification. It is now December 22, and I have not been receiving my cable channels. Despite my efforts to resolve this issue, I have been unsuccessful. Recently, Allison Cruz from getbillsmart intervened without my request, claiming to negotiate a bill reduction on my behalf. I have been unable to reach a live representative and my frustration is growing. I urgently request the reinstatement of my cable channels today.

I am experiencing constant buffering on my TV and a blurry picture. Both online and phone support only lead me to loops or lengthy waits. When I call for new service, I reach a real person instantly, which is not the case when I have a problem. I have contacted customer support numerous times and I am frustrated with the service. If there were other options available, I would switch from Spectrum immediately. Please contact me at [redacted]. My wife, Deborah Cardinal, holds the service account under [redacted]. My address is [redacted] Shady Tree Lane, Summerville, SC [redacted]. Thank you. - Bob C.

I recently noticed my internet bill has increased from $54.99 a month to $69.99 a month starting in August [redacted]. I had not been informed of this change as it is on auto-pay. I switched to Spectrum from AT&T due to rising costs, which I couldn't sustain on my fixed income. I am facing a similar situation with Spectrum now. I am wondering if there is a way to reduce my bill, ideally back to the initial $45 offer I signed up for.

I had trouble streaming Amazon Prime and couldn't switch functions back. Dealing with too many automated phone systems made it hard to get help from live support. Even though the autoattendant mentions calls are recorded for quality, I wish they truly listened. Recently, a guest staying over asked how to watch TV, and I couldn't give clear instructions. Although the screen was black initially, despite the TV and cable box being on, the issue seemed to resolve itself after a few weeks.

I signed up for the Emergency Broadband Discount, but I'm facing an issue where it's not reflecting correctly on my bill. Spectrum has confirmed my approval for the discount, but the bill keeps reverting to the original amount. When I pay the reduced amount, it results in a larger bill causing me financial strain. It seems like I'm not truly receiving the discount if I have to pay the full amount initially. The discount eventually shows up on the bill, but in the meantime, it feels like I'm constantly being told I'm behind on payments. I suspect I might have overpaid if the $50 discount is not being applied correctly.

Hello, I am John Loyd Weant residing at [redacted] South Clark Street Apartment B, Mexico, Missouri [redacted]. I recently discovered that my EBB benefit through TruConnect is expiring and transitioning to a new program. However, I am disappointed with the limited data provided by TruConnect and their upselling tactics. I found out that Charter Spectrum accepts the EBB program and would like to transfer my benefits to them due to better service and reliability. My Spectrum account number is [redacted] 30 [redacted], security code [redacted]. I am disabled and rely on internet for work, being recently shut off by Spectrum for late payment. I seek assistance in transferring my benefits to Spectrum, as I believe I qualify and would benefit more from their services. Kindly help me navigate this transition and ensure my future benefits are applied to my Spectrum account. Thank you for your attention to this matter. I will also contact my state and federal representatives regarding this issue. Sincerely, J.L. Weant

I bought a new mobile phone from Spectrum a week ago, but I'm struggling to activate it on the network. Despite calling numerous numbers, I haven't found anyone helpful. The instructions I received led me to a non-existent address. I just want to activate my mobile phone, as the automated web links aren't working for me.

I am having difficulty accessing my email sub-user accounts. While I can log in using my primary username, I am unable to reach the sub-user accounts. Approximately a year ago, I faced an email issue and consulted with a technician who resolved it. Since then, I have been unable to manage the sub accounts. This was not problematic until now. I wish to change an address that is receiving excessive spam emails. Primary email address: [redacted]

We've been experiencing audio issues, such as muted or distorted sound, since June [redacted]. I've documented these occurrences over 75 times in the past six months, noting dates, times, and affected stations. The problem mostly arises on the Fox cable network, but I've noticed it happening sporadically on other channels like HSN, QVC, HLN, DIY, and our local FOX 6. This holiday weekend, QVC suffered from on-and-off audio for over 48 hours continuously. These audio disruptions can last from a couple of minutes to longer periods, happening at various times and days. Rebooting or power cycling the TV hasn't resolved the issue. Considering the considerable amount we pay for your service monthly, it is reasonable to expect both audio and video to work flawlessly. We never encountered such problems with Time Warner, which leads me to believe this is a Spectrum issue. If this persists, we may have to explore alternative service providers.

I recently made a payment for my new mobile service; however, I keep getting prompted to update my card information. I provided the payment details to the representative, but there might have been an error in entering it. Additionally, I had an account set up for internet service before I ordered the phones, but I had to cancel the installation due to difficulties in getting the service connected. I will be returning the router and modem promptly. It's possible that because I canceled the internet service account, it may have affected my phone service as they were linked under the same account number. I'm uncertain about this, but I would like to resolve this matter.

I suddenly lost my cable signal, and my TV screen displayed "NO SIGNAL." After contacting customer support, they rebooted my cable box remotely. When I called customer service for further assistance, I was offered a callback option due to high call volume. Shortly after, a helpful representative, possibly named Elana or Allanna, reached out to assist me. She patiently guided me through troubleshooting steps, ultimately restoring my cable connection. I believe exceptional customer service should be acknowledged, and Elana/Allanna's assistance was both effective and pleasant. Kudos to her for a job well done! From, Patricia Clarke

I recently contacted Spectrum to modify my service. During the call, I explained my request and was transferred to a sales representative. Despite reiterating my intentions, the salesperson persistently pushed different add-ons and plan changes. I declined these offers several times, emphasizing that I only wanted to proceed with the changes I originally called for. The salesperson's relentless upselling tactics left me feeling overwhelmed and frustrated, ultimately causing me to end the call. As a loyal customer of Spectrum/Time Warner for 30 years, who has consistently paid my bills on time, this experience does not align with what I consider to be good customer service. It felt more like customer confusion than assistance. Thank you for your understanding.

Hello,  I'm writing to address my recent experience with Spectrum regarding my overheating modem. On 1/5/[redacted], I contacted a Spectrum representative about the issue. The representative I spoke with that day was extremely helpful and assured me that a new modem would be sent out promptly. However, when I followed up today, I was informed that no modem had been ordered for me, causing me great concern for my safety and that of my family. Despite being told a new modem was on the way, I have doubts about the resolution. I inquired about filing a formal complaint, but was only told that it would be escalated to a supervisor. I feel like my issue has not been taken seriously. As a busy healthcare worker, I don't have the time to spend on multiple calls to resolve this potentially dangerous situation. I hope this message reaches someone who can assist promptly. Fire safety is a critical issue, and I appreciate your urgent attention to this matter.

On January 25, [redacted], I visited the Golden Gate Spectrum in Mayfield, Ohio, to return some equipment. Despite signing in as required, I had to wait for assistance from the three staff members present. Another customer arrived who did not sign in but was served before me. The staff member who served the unscheduled customer then abruptly left their station and went behind a closed door, followed by another employee. This left only one busy customer service representative attending to another client. Feeling discriminated against, I decided to leave the items I intended to return and left the premises. The actions of these two staff members made it obvious they did not want to assist me, which was truly offensive.

I am a loyal Spectrum customer and have always praised their services. Recently, there was a mix-up with my equipment return which led to my service being disconnected. Despite scheduling a pickup and handing the old boxes to the mailman as instructed, Spectrum claimed they never received them. Consequently, my bill skyrocketed by an extra $[redacted]. I have been struggling without internet and cable, which is crucial for my kids' schoolwork and my favorite shows. After UPS delivered one of our missing boxes, I contacted customer service for another return box, but they were unhelpful. I am now facing collection agency threats. Please, Spectrum, send me a return box and label so I can at least send the equipment I have. I hope this situation can be resolved so I can continue being a loyal customer.

Hello, Spectrum, we live at [redacted] Sutton St in Uxbridge, MA. Two summers ago, you moved our wires, but the job was not finished. The wires are currently in our oak tree, and with heavy snow, the branches may knock them down. We don't want to cut the tree branches. Can you please move the wires as soon as possible? We are elderly and depend on our services for health reasons. Your quick help would be greatly appreciated. Thank you - The Bakers.

Poor Customer Service Experience In early December [redacted], I experienced issues with my internet service, and after a technician visit failed to fix the problem, I was told to expect another technician in three weeks. During a call to customer service, I expressed my intention to cancel my service due to the ongoing issues. The representative assured me that since I had no service and requested cancellation, I would not be liable for December charges. Despite this assurance, I later received a bill for December, which now has been sent to a collections agency, impacting my credit score. This situation seems unfair, especially after being told I could cancel without repercussions due to the lack of service provided. The issue is not about the $60 charge but rather the unjust situation of being billed despite being assured otherwise on the phone.