Spectrum Customer Service Issues

Dear Customer Service, It appears that there are issues with my phone plan being canceled despite being paid up to date. I was assured by a representative that everything was in order, only to wake up today with both my and my son's phones not working. There seems to be confusion with charges and cancellations on my account, and I encountered difficulty when calling for assistance. I am concerned about the security of my personal information and need immediate help restoring our phone numbers. It is crucial for my businesses and medical needs. Please investigate the actions taken by your representatives as my account is still active yet inaccessible. This situation needs urgent resolution. Thank you for your prompt attention to this matter.

I am concerned as my bill keeps increasing without my approval. Over the past 5 years, it has gone up from $[redacted].42 to $[redacted].18, which is a significant rise of about $20 every so often. As someone with a monthly income of $[redacted].00, having $[redacted].82 to cover all other expenses makes this cost, particularly for basic cable, unsustainable. I fear it may surpass $[redacted] monthly, prompting me to seek an alternative service provider. Transparency and fair pricing are essential. The $8.50 charge for renting a cable box on top of the $79.99 cable fee feels excessive, akin to paying $20 to rent a fork to eat a $26 meal. I request to be placed on a promotion to stabilize my bill. Additionally, offering a budget-friendly package with around 15 channels for seniors would earn Spectrum a favorable reputation compared to AT&T.

This appears to be a phishing email impersonating Spectrum customer support. Please be cautious and do not click on any links or provide personal information. If you receive suspicious emails like this, it's best to report them to the official company for investigation. Stay safe online.

I recently switched from Dish to Spectrum. I was pleasantly surprised to learn that Spectrum would cover the buyout from Dish, considering I had only been with Dish for a few months. I spoke with Dish, and they informed me they would deduct the buyout amount from my checking account on May 12th. Although this is acceptable to me, I am curious to know if I will receive a refund for the $[redacted].00 buyout. Thank you for your attention to this matter.

Today, I had an appointment scheduled from noon to 1:00 p.m. The technician called at around 12:05 while I was out, informing me that he was on his way. I tried to reach him to let him know I would be home in approximately 10 minutes, but the number provided led me to the help desk instead of the technician. The wait time was too long to be able to reach the technician promptly. This process has been more effective in the past, allowing direct contact with the technician. Unfortunately, due to these communication issues, the technician left before I could arrive, resulting in a waste of time for both parties. I am extremely disappointed in this inefficient system when time sensitivity is crucial.

One of our four HD DTA A/O boxes has stopped working. We are paying $7.99 per month for it. Unfortunately, due to the "stay at home" orders because of coronavirus, we cannot return the box to our local Spectrum store for a credit. I have tried calling and using the chat feature, but the wait time is over an hour. I just want to have this issue documented. - Bill R. [redacted] [redacted] Account #[redacted] 20 [redacted]

My name is Olen Kelley, an authorized user on account [redacted]05-[redacted] (Richard Gray). I have five boxes, two of which are DVRs. While setting up Spectrum Mobile over the phone, the employee also discussed my cable service. She recommended Apple TV, promising cost savings and the ability to record. Unfortunately, I later discovered that these boxes do not have recording capabilities. Despite not being informed that opening the boxes would make them non-returnable, I opened them to try. After reaching out to Spectrum and speaking with various representatives including Joy, Christopher, Clyde, and James, I was told that since I opened them, I cannot return them, which contradicts what Apple confirmed – they allow returns within 14 days. I am now left with 4 Apple TV boxes costing $[redacted] and 5 cable boxes costing $[redacted], none of which meet my recording needs. I am considering returning the boxes, canceling Spectrum Mobile, and switching providers, though this is not my ideal solution. Thank you for your attention.

I have contacted Spectrum multiple times regarding my phone dropping calls. Each time I called, I endured long 45-minute waits only to be directed to exchange my phone modem. I visited the Spectrum store during the pandemic, waiting outside for 20 minutes before receiving a replacement box. After installing the new box and activating it, the same issue persisted. Today, after another 45-minute wait on the phone, I was informed I might have to pay for a technician to check both inside and outside equipment. I rent equipment for $[redacted] a month and do not understand why I am being charged for equipment I do not own. Despite having cable for years without issue, I am now faced with recurring problems and unsatisfactory customer service. I am considering switching to another provider. It is frustrating to pay high bills for subpar service.

I recently initiated service this month and I am contemplating canceling before receiving my first bill. I am frustrated by the poor quality of customer service, which is overshadowing the product. I have been waiting for weeks for my home landline ([redacted]) to transfer from AT&T to Spectrum. I have spoken with 7 friendly but unhelpful representatives, spending a total of 3 hours on these calls. The lack of communication is unprecedented. My frustration lies with the company, not the employees, as no one seems to know how to assist, causing me to restart every time. Unfortunately, I doubt this email will bring any resolution. Going back to my previous provider is unappealing, but their customer service was more efficient. Kindly refrain from providing additional phone numbers to contact.

On the morning of July 9, [redacted], my wife informed me that workers from The Wilkins Group were digging up our front lawn to repair a damaged Spectrum fiber optics line without our permission. Despite being in an easement area, I adamantly requested them to stop the unauthorized work on our property. After contacting Spectrum, they directed me back to The Wilkins Group, who then sent a supervisor to explain the work and seek my consent. I agreed to allow the work under the condition that they refill the ditch and replace the grass. I want Spectrum and Wilkins to understand that homeowners should be informed and consent sought before any work like this is carried out. They must ensure the property is returned to its original condition and be liable for any damage caused, including potential soil shifts impacting utility lines for up to 3 to 5 years. I expect them to take responsibility for these issues and communicate with me before any future work. I am waiting for a satisfactory response regarding this matter.

Yesterday we received a new box, and as someone with hearing impairment, I struggled with the very small closed captions. After a frustrating two hours on the phone with three different representatives, I managed to slightly enlarge the captions after a reboot. However, they are still not clear enough. I am reaching out for assistance in enlarging the captions further and would appreciate an email confirmation once done. My bedroom set without a DVR has clear captions, so I believe there must be a way to improve the new box. As a senior with poor hearing and limited dexterity, especially with remote controls, I am relying on your help. Thank you for addressing this issue.

Hello, I would like to share my recent experience and raise a concern regarding Spectrum services in Big Indian, NY [redacted]. Despite having a property that is physically serviceable for internet, phone, and TV, Spectrum insisted on using a different address associated with my neighbor's property. This situation arose due to a system limitation that deemed my actual address as unserviceable, even though services have been active for at least seven years. After numerous attempts to rectify this issue, I was informed that only one account is allowed per address and the only way to have service under my name was to disconnect my neighbor's account. This unreasonable solution left me frustrated as my neighbor has been a long-standing customer with all the services since [redacted]. I have reached out to Spectrum multiple times but have yet to receive a definitive solution. I urge for a resolution that aligns with the physical serviceability of my property, which is currently being overlooked due to system constraints. I appreciate any assistance in addressing this matter promptly. Thank you, Marius [redacted] [redacted] State Route 28 Big Indian, NY [redacted]

Our three telephones, including a Captel caption telephone and two Vtech phones, can receive calls, as we found an answering machine message after being away for a few hours. However, we have trouble making outgoing calls on all of them. The dialing sounds are heard, but there are no rings. Currently, we are in a lockdown situation without a working cell phone. Our number is [redacted], and our telephone service is provided by Spectrum through Fairhaven Retirement Community in Whitewater, WI. Our Spectrum Account Number is [redacted] 11 [redacted], registered under the name of John Hooper.

I received an email from [redacted] stating that I requested to end my service and return equipment, which I never asked for. When I set up my account on June 13, I provided my address as 39A Aquatic Road, not 39 Aquatic. It seems the representative sent my equipment to the wrong address, 39, which led my neighbor to request service cancellation as she is moving. My recent bill doesn't indicate any service termination. I'm confused if my service is active or being terminated as I didn't ask for it to end. My verification number is [redacted], and despite calling multiple times for up to 3 hours, I haven't been able to reach anyone to resolve this frustrating issue. I don't have my account details with me as I'm out of state, but my associated phone number is [redacted].

I am a Spectrum customer with home phone and internet services. Recently, I installed a new Spectrum modem. Since the installation on 7/23/[redacted], my internet has been intermittent, and my phone line is unusable. Despite multiple calls to Spectrum, the issue persists. An in-home appointment scheduled for 7/24 was a no-show, and subsequent contacts revealed there was no record of the appointment. I was then informed that the cable line issue must be resolved by an in-home technician, but none are available until 8/4/[redacted] due to the pandemic. Despite being in an at-risk category, earlier assistance cannot be provided. The lack of available technicians and poor service highlight issues faced by customers when big companies like Spectrum and AT&T dominate the market.

I learned from the technician that I did not need the equipment that was initially recommended before any work could start. From Thursday, July 23rd, [redacted], until last night when the technician finished, we were without wifi, telephone, or television. I am requesting a credit for these services for 7 days due to the inconvenience. The technician who visited on Thursday not only failed to resolve the issue but also caused additional problems resulting in the loss of our modem and phone service. Given that we were already without internet and TV, this was extremely frustrating. The soonest available appointment was yesterday, Tuesday. All interactions and technician visits were documented in my notes. I received incorrect information each time I contacted customer service. I was directed to pick up new equipment from a Spectrum Store, only to find out it was unnecessary. I have spent over 14 hours on the phone within the past week. This is not the level of service expected from a customer since [redacted]. Kindly credit or reimburse for the 7 days of wifi, phone, and TV service we were without from July 23rd to July 28th. Thank you, R. Lohmann

I have been a loyal Time Warner and now Spectrum customer for years. On Wednesday, July 29, [redacted], I contacted customer service because my TV service suddenly stopped working. The representative was helpful but couldn't resolve the issue remotely. Due to COVID-19 restrictions, I am unable to pick up a new cable box in person, so I requested it be shipped or delivered. The representative scheduled a technician to come to my house on Sunday, August 2nd between 1-2 pm to troubleshoot and hopefully restore my service. However, today, July 30, [redacted], I received a recorded message from Spectrum claiming my service was restored, but as of 11:37 am, it remains out. My wife, Melody, who has health issues and is homebound, relies on TV for entertainment. I am requesting that our service appointment be expedited due to the situation. Thank you, John Hecht.

I have not received any service yet. The Black Cable box keeps cycling from 1% to [redacted]% when searching for channels. The Spectrum stores in Kannapolis, NC, and at the IKEA Charlotte, NC location are closed permanently. As a loyal Time Warner and now Spectrum customer, my TV service crashed, and despite efforts with customer service, the issue persisted. Due to COVID-19 restrictions, I requested a new cable box to be shipped or brought to me, and a technician is scheduled to troubleshoot on August 2nd. However, a recorded call from Spectrum on July 30th falsely claimed my services were restored, while in reality, they are not. This disruption is inconvenient, especially for my wife, Melody, who is ill and enjoys TV as a pastime. I kindly request to expedite our restoration service to accommodate our situation in zip code [redacted]. Thank you, John Hecht of [redacted] Hansom Lane NW, Concord, NC, [redacted].

Dear Customer Service, I have been extremely frustrated by the recent experience I had while using the chat window on your website. After spending 3 hours waiting to chat and finally getting to the front of the queue, I was suddenly disconnected. This left me feeling beyond angry and fed up with the situation. I expect your team to address this issue promptly. About a month ago, I contacted your company regarding connectivity problems we were having with our Smart TV and other devices. Despite replacing the wifi module as suggested by a technician, we are still experiencing ongoing signal issues. It is evident that the problem lies with the Spectrum service itself. I am requesting two things: 1. Schedule a technician to assess the situation on-site. 2. Provide a one-month credit for the service interruption we have endured. Thank you for your attention to this matter. Best regards, N. Schofield

I have been a loyal customer for over 10 years with Time Warner Spectrum. I pay my bill on the 3rd of every month, and every other month it gets cut off. About 2-3 months ago, they promised not to cut it off before the 3rd due to my disability. However, when I called customer service, they tried to charge me an extra $5, which I believe is why they cut it off. Despite their reassurance, they ended up taking my payment early at 1 a.m. I understand I can manage without cable and internet until the end of the billing cycle, as my bill is around $[redacted] a month. I previously complained and had it slightly reduced, but considering AT&T's offer of $49 a month for a similar package for two years, I'm considering switching. The way customer service treated me recently is unacceptable. If you value me as a customer, please lower my bill and improve courtesy towards loyal customers. Thank you, Tina B. from Richmond, KY.