Spectrum Customer Service Issues

On 9/23/21, I had an appointment to begin new Internet Service with Spectrum under the Emergency Broadband Benefit (EBB) program. This initiative covers $50 of internet service for qualified Lifeline recipients like myself. Even though I started with $50 in my account to cover my $5 monthly service fee, I have been consistently overcharged each month. When I initiated the service, I was informed by a customer service representative that it might take a few weeks for Spectrum to process the EBB payment. I would like to rectify this issue by having a knowledgeable EBB program representative review my account, adjust any discrepancies, credit back any overcharges, and bill me correctly for the $5 monthly fee. I am requesting an itemized statement detailing billing and payment information, including the EBB contribution received, to issue a corrected bill. The staff at the Windward Mall office where I sought help seemed unfamiliar with the EBB program, leading to billing errors. I would be grateful for your prompt assistance in resolving this matter.

A Spectrum technician was scheduled to visit my home on the evening of 2/1/22 between 6-7 PM. When I called at 7:15 PM, I spoke with Vick. He was unable to assist me but offered to connect me with a local representative. My request was straightforward - I had left work early for the appointment and asked for the technician to come out at any time or reimburse me the $75 I lost for leaving work early as a credit to my account. After being on hold for a while, I was disconnected. Upon calling back, I spoke with billing who informed me they couldn't provide a credit. Despite my persistence, including speaking with a supervisor, I was told they wouldn't reimburse for the time off work. The technician didn't show up or communicate and they are now asking me to trust them for a new appointment, causing me frustration.

I have been in contact through phone and chat multiple times over the past several months, but have yet to receive a satisfactory response or resolution. There are continuous issues with buffering and blurry picture on my TV sets even after swapping all the equipment weeks ago. It's frustrating as it seems like no one is willing to genuinely help. I've paid a significant amount of money for this service, and I believe I deserve a credit and a fix for these ongoing problems. If this cannot be resolved, I may consider cancelling my service. It's disappointing that I can easily reach someone at Spectrum for sales but not for resolving technical issues.

I have submitted the Affordable Connection application three times without receiving the bill discount yet. Despite filling out the form on 12-9-[redacted] and recently resubmitting it, I am still waiting for approval for the program for myself, Tammy Grantham, and my husband, Sherman Hollifield. I included proof of approval from the Universal Service Administrative Company (USAC) dated 12-9-[redacted] with the ID Q63[redacted]1. Please note, the Lifeline application is in my name, Tammy Grantham, but the Spectrum account is under my husband Sherman Hollifield's name. For any inquiries, as Sherman has hearing difficulties, kindly reach out to me at [redacted]. Here are some additional details: Spectrum Account Number: [redacted] Spectrum account holder: Sherman Hollifield Service Address: 22 Lee Rd. Swannanoa, NC [redacted] I urge prompt approval as the Lifeline application deadline approaches. Failing approval, I may have to seek another provider supporting the Lifeline program. Thank you, Tammy Grantham

I have submitted the Affordable Connection application three times without receiving the discount on our bill as of yet. Initially submitted on 12-9-[redacted], I re-applied recently but have not had any response. It is unclear why our application has not been approved for the program for my husband (S.H.) and myself (T.G.). The Universal Service Administrative Company (USAC) approved my application on 12-9-[redacted] with the ID Q63[redacted]1 in the name of T.G. I am the spouse of S.H., the Spectrum account holder. Details for the Spectrum account are: Spectrum Account Number: [redacted] Account Holder: S.H. Service Address: 22 Lee Rd. Swannanoa, NC [redacted] I urge a prompt approval of the discount as the Lifeline application deadline is approaching. Without approval, I may need to switch to a provider that accepts the Lifeline program. T.G. - [redacted] [redacted]

Yesterday, I reached out to technical support concerning my inability to access the movie channels on my new receiver. I connected the device as per their instructions but was advised it was never fully connected. They mentioned a charge of $49 to assist. Following a long wait for the promised callback, I contacted them again. After being informed of another wait time, I was left waiting all night. Checking my bank statement, I discovered two transactions from Spectrum totaling over $[redacted] each. I urgently need to resolve this issue or I will consider canceling the service and request a refund.

Yesterday, I contacted Spectrum to repair my TV, as it wasn't working and I couldn't watch movies. I had picked up a new monitor in December, but it was never connected. Technical support initially said they would assist for a $49 fee and promised to call back in an hour. After waiting for two hours with no response, I called back and was informed the technician would call in 20 minutes. They claimed the TV issue was fixed, but upon checking, it still didn't work. To my dismay, Spectrum charged my account for two transactions totaling over $[redacted]. I urgently need to resolve this matter and may have to visit a Spectrum store to cancel if not addressed promptly. Please contact me at your earliest convenience.

We switched to Spectrum on 2/9/22, and unfortunately, it has been a terrible experience. The endless hours listening to recorded messages about billing issues have left me concerned about the future of the service. I have been transferred between three people, struggling to add or adjust services without much success. One representative even used their race to try to sell me a phone, which was offensive. Despite these frustrations, I continue due to my husband's insistence. The problems extend beyond the phone to cable and internet services. Requesting specific channels and a DVR led to additional difficulties. Technical issues with the Spectrum App arose immediately, adding to the frustration. The mobile service has also been a challenge, with long waits for unhelpful customer service. Kameshia stood out for her kindness, but the overall service has been consistently disappointing. The misinformation given by the salesperson about free internet further exacerbated the situation. After multiple failed attempts to resolve the issues over the phone, I am contemplating canceling the cell service and assessing the cable and internet bills. While dealing with past service providers like Dish has been smoother, Spectrum's service has been a letdown.

My 84-year-old mother, who is hard of hearing, is unable to receive any calls on her phone. Despite reaching out to Spectrum for assistance, the customer service representative Lulu from Missouri was kind but unable to resolve the issue. A visit to the Spectrum location in Green Bay, Wisconsin left my mother feeling ignored and disrespected. The lack of communication regarding outstanding payments only adds to the frustration. It's distressing to see my mother, who relies on this service for TV, feeling upset and tearful due to the lack of support. I urge Spectrum to address this matter promptly and treat elderly customers with care and respect.

I recorded some TV shows on my DVR. I can watch them on my iPhone but not on my laptop. I was chatting with Cheryl about my issue, one of their representatives yesterday. She sent this text to me at 4:07 PM. Before I connect you, I show a discount for you! Since you have internet set up, you are qualified to receive our Spectrum Mobile discount with Verizon. You get a new SIM card for your phones, get to keep your phone numbers, and enjoy Verizon's unlimited talk, text, data 5G, hotspot, and international for either $45 for a single line or our best deal yet, $29.99 for 2 or more lines! Do you have any questions about this discount so I can get you signed up to start saving today? My response to her was, "I am not interested. Thank you," to which she said, "No problem." However, when I checked my email this morning, she had placed an unauthorized order for a SIM in my name and charged me for it. This was without my authorization! She was sending me a SIM card for an iPhone 12, which I do not have! I have spent an hour on the phone today trying to get this order canceled. I am very disappointed in this customer service. You should never allow an employee to place an order for a customer when they are clearly not interested. Now I received an email saying they shipped me a SIM card. I think she was chatting with multiple customers at the same time and got me confused with someone else. This is poor customer service.

I've been attempting to place this order for a week, but my bank suspected it was a fraudulent transaction, pausing the payment. Although I tried to update my payment method via the link provided in the email, it did not work. The phone number led me to an automated system that did not support my query. After speaking with a representative who mentioned recharging my order, I was notified that the order was canceled. The phone number provided to dispute the cancellation was ineffective. When I tried to reorder the items, one of the phones was no longer in stock. Despite my efforts to find an alternative contact method, I was unsuccessful. The only option was a long hold time on the phone, where I was unable to get a clear resolution. It seems that many customers encounter similar issues with this service based on reviews. I plan to seek assistance elsewhere due to the lack of communication and unresolved problems faced with this company.

I have three concerning issues that need attention. My name is C. F., residing at [redacted] Ripley Rd, lot #1 in Thonotosassa, [redacted]. Despite not ordering any services, a large box was delivered to me. The salesman took my information under the pretense of checking for eligibility for a discount, assuring me it was merely to assess options. I explicitly explained I was relocating once construction was completed and had no intention of switching services until then, which was not honored. Now I am receiving bills for unused services in addition to those from my current provider, Frontier. As a 64-year-old facing back surgery, moving this box is an unwelcome burden. Delaying reporting this was due to my current overwhelming circumstances. I am now inundated with unsolicited marketing calls, a direct result of sharing my phone number with the salesman. I kindly request the retrieval of the box, cessation of billing, temporary account closure until my move in early April, and ensuring my phone number is removed from any marketing lists. Your prompt attention is appreciated.

I returned a replaced receiver today at the local store at [redacted] Zumbehl Rd, St. Charles, MO [redacted]. Despite wanting to simply return the equipment, I had to check in and wait for a representative. When I finally met with a rep, the encounter did not go well. Eventually, I left the receiver with the woman, but she couldn't process the return without completing certain steps. Due to the unpleasant interaction, I decided to leave without further action. This is to confirm that I returned the old receiver on March 4, [redacted], around 12:40PM at the mentioned store. My account number is [redacted][redacted]. I hope the necessary information can be found in your records regarding the return. I will avoid using the store for equipment returns in the future.

I'm extremely disappointed with the services I've received. My first home phone problem remains unresolved. I made an appointment for 7:45 CST last night to activate my mobile phone, but when the call was returned, I noticed that my phone didn't ring and Spectrum was already on the line. The representative asked how I received my phone number, despite having the same number for over 7 years. My mobile phone is still not activated, and I had to go online to sign agreements again, which I already did initially. Obtaining help online is challenging and feels like a waste of time. I'm frustrated and would not recommend Spectrum Mobile to my friends or family. I would rate the service a 1 due to horrible customer service and poor communication on setup instructions. It's disappointing to have no reliable support, and I feel like I've lost a valued customer.

I registered for Spectrum TV & internet on February 28th, [redacted]. A technician visited on March 2nd and mentioned a wire needed to be run to my house. After not hearing anything for 3 days, I called on March 5th and was surprised to learn I had an appointment scheduled for all day on March 8th. Despite being told I didn't need to be home during the service, I stressed the importance of being there due to my property setup with fences, gates, livestock, and dogs. The scheduled appointment times were not honored, causing frustration. The lack of communication and mixed messages from customer service made the experience disappointing, especially on my birthday. Despite canceling the order, the dig crew showed up unannounced, further highlighting the communication issues encountered throughout the process.

I purchased my phone on June 20th and paid in cash. I have the unlock code and unfreeze codes. I originally had a Straight Talk Sim card in the phone, but due to the merger with Verizon and AT&T, I was advised to upgrade to a new Sim card from them. After their technician had me reset all settings, network data, and perform a factory reset, I now have a Verizon Sim card and phone service, but no network access. In the network settings, it shows Spectrum and I am unable to change it. Straight Talk is not cooperating with inputting the unfreeze numbers. Could you assist me in restoring my phone settings from your end, please?

I visited your Fremont, Ohio store on Saturday to resolve an issue with my phone. The customer service provided by a young man was disappointing. We use a Spectrum phone with AT&T service, and the phone was not allowing us to make calls. AT&T suggested checking if Spectrum had placed a block. However, the young man, who I later found out was named Teresa, was dismissive and insisted there was no block with a rude attitude. He did not make an effort to investigate further and instead claimed there was no issue. When a customer is upset, having a cocky attitude is unacceptable. As someone who works in customer service, I believe he handled the situation poorly and did not offer any assistance. This negative experience solely due to one individual makes me hesitant to continue using your services.

I've been attempting to resolve an issue for the past 4 days. Each time I call, I wait for 2 hours, and I have been disconnected four times. I am interested in speaking with a supervisor regarding our mobile phone situation. We have four lines, TV, and internet. Two phones have been paid off, and we wish to upgrade to the G 22 Plus. However, every time we try to upgrade, we are informed we must pay for the phones in full. We have been making payments for four phones and expect to continue this arrangement. If not, we will consider canceling all Spectrum services, as will my siblings and in-laws, resulting in the loss of 14 lines, 5 TV Prime subscriptions, and 6 internet connections. Is this the outcome Spectrum desires, or can this issue be resolved promptly?

I recently purchased a Samsung smart TV at a garage sale. Upon setting it up at home, I connected the power and cable lines following the same configuration as my previous TV. However, upon turning it on, I received a "weak or no signal" message prompting me to run the auto program. I attempted to use both the smart TV remote and the original one, tried different ports in the back for HDMI and TV, but couldn't resolve the issue. Interestingly, my personal computer is successfully connected for internet services. Additionally, when I tested the connections with my other TV, it worked fine, although experiencing volume control problems. Considering these issues, I believe I might benefit from a professional house call to guide me through the setup process and understand how to utilize my smart TV properly. Any assistance would be greatly appreciated as my grandsons will be visiting soon, and I would love to have everything set up for their entertainment.

Subject: Issue with Spectrum Account Dear Concerned Party, I am reaching out regarding an unresolved matter with my Spectrum account. Last year, as a student at Holy Cross, I closed my Spectrum account and returned the equipment, settling a zero balance. However, I recently discovered a $76 charge by Sunshine Credit Services on my credit report. Despite not being informed of this charge, I was told it was related to an Apple TV promotion. After numerous conversations with Spectrum representatives, it was discussed that the charge could be cleared if I paid $76. They assured me they would contact Sunshine to remove the collection and update the credit reporting agencies. Regrettably, I have yet to receive written confirmation of these actions. I am willing to settle the payment upon receiving written confirmation of the agreed steps. I appreciate your swift attention to resolving this issue. Sincerely, Garret K.