Spectrum Customer Service Issues

I am disappointed with the outcome of my recent tech visit on November 6. The tech, Erich, checked for issues causing my intermittent internet problem but found nothing outside. He suggested an electrical grounding problem and advised calling an electrician. After spending $[redacted], the electrician confirmed there was no grounding issue. Feeling frustrated, I contacted Spectrum tech support. David helped by turning off the power saving switch on my modem and changing the Wi-Fi channel to 11, resolving my long-standing internet issues. I believe Erich's diagnosis with the handheld meter on my breakers was inaccurate. The phone techs were supportive, but should be informed of these simple fixes for similar cases. Thank you for your attention. - K. A.

I am a long-time Spectrum customer who recently encountered a highly disappointing customer service incident. On October 27, I contacted Spectrum to inquire about upgrading from our Earthlink legacy plan. I was quoted $69.99, a higher price than I expected. During the call, I experienced multiple disconnections and later found our internet service disrupted. Despite numerous calls and transfers, the issue persisted. I discovered that a representative had initiated an unauthorized upgrade without my consent, resulting in the service outage and increased charges. After extensive communication and technical challenges, our internet was restored after over two hours. However, the experience was frustrating, time-consuming, and unprofessional. My wife later spoke to a manager, Scott (rep # [redacted]), who was unhelpful and mentioned reviewing call recordings for consent. Despite assurances of further contact, we have not received any updates. Currently, we are being billed at the higher rate without the promised service speed. I demand that our account be shifted to the Spectrum [redacted]/[redacted] plan at $49.99 as advertised. Additionally, I request one month of free service to compensate for the inconvenience we endured.

My experience with Spectrum has been challenging, especially trying to get service to my home in Wachapreague, VA. The initial appointment for the line drop under the road in front of my house did not happen as scheduled. Now, it's rescheduled for 11/13/[redacted]. I'm waiting for confirmation this time. I was assured a phone call before the team arrives. I wonder if once the line is installed, will a service representative come the same day to connect it, or will they return later? I want a seamless process without interruptions. Should I schedule a service appointment after the line is in place to ensure a smooth installation?

I recently upgraded my TV service to Spectrum Silver on September 29 and requested to cancel my landline phone ([redacted]). I paid $[redacted].63 for my October bill on time and $[redacted].19 for November. However, I just realized that my landline was not canceled in September as I had requested and I've been charged for it until now. I'm wondering why I haven't been refunded for the October and November phone disconnect fees. Additionally, I had a technician visit for the third time due to ongoing issues, but I was billed for the service without prior notice that it would be a chargeable visit. The problem persists despite the technician's efforts, and I'm dissatisfied with this situation. I'm requesting Spectrum to refund the two months of landline service charges and investigate the billing for the service call.

I've been facing numerous issues with the phone I purchased from the Spectrum store at Millenia Mall to monitor my husband's insulin levels. 1) The phone I received was incorrect. 2) It has been problematic since the start. 3) Samsung finally agreed to a refund after four months of back and forth. 4) I wanted to switch my number to a phone for use with Consumer Cellular. 5) Spectrum provided me with account number [redacted] and PIN [redacted]. 6) I settled all outstanding payments with Spectrum and was assured everything was in order. 7) I packed the Samsung phone to return to Samsung. 8) Consumer Cellular assured the phone would be active by 3:48 PM today. 9) Unfortunately, it didn't become active, and now CC claims the PIN provided by Spectrum is incorrect. 10) With my husband's severe medical issues, having no functional phone is urgent. I need prompt assistance! -Sonya E. [redacted] Charleston Park Orlando, FL [redacted] Phone: [redacted] Spectrum Acct. # [redacted] PIN# [redacted]

I reached out to Spectrum on October 24, [redacted], to set up Internet and Phone services as a new customer. Despite informing Spectrum that we didn't have a line to our home, a technician came on November 4, [redacted], only to find the line missing. They marked the area for the construction crew. Unexpectedly, a crew showed up on November 7, [redacted], to install the line. After calling Spectrum to confirm the installation, we were promised a technician on November 9, [redacted], which didn't happen. Our phone service was disconnected on November 9, [redacted], for porting our number to Spectrum, which Spectrum denies. We've been struggling with missed appointments and unhelpful representatives. Spectrum's lack of communication and missed appointments are concerning, especially for senior citizens like us who rely on these services. As of November 12, [redacted], we are still without service and unsure of what is happening. The scheduled date of December 3, [redacted], for service activation seems unusually far away, and Spectrum representatives are unable to explain the delay. Please assist. Thank you, Phil Foutz.

I have multiple complaints regarding my TV service. Firstly, the picture quality has issues with pixelation. Occasionally, a small portion of the screen pixelates as objects move, lasting only a few seconds in a repetitive sequence. Secondly, the Guide frequently displays "unavailable," hindering my ability to view upcoming programs, affecting various channels. This inconsistency is frustrating. Lastly, while watching channels like Showtime, the program abruptly stops in the middle of a movie with a message saying, "Showtime Extreme is currently unavailable. Try again later." This disruption is especially inconvenient during the night.

I have been a loyal Spectrum customer for over four years. Recently, I decided to re-add a TV package to my services after canceling it earlier. However, the process has been frustrating. When I called on November 20th to add the TV package, I was informed that there was no in-home installation anymore and that I needed to purchase a phone package and a new Apple TV despite already owning two. This led to confusion as I couldn't get the new service to work and was told conflicting information about the availability of set-top boxes and in-home techs. On November 24th, a technician was scheduled to install two set-top boxes, but it was canceled due to a lack of a work order. I tried to cancel the service, but was told I had to wait 24 hours. The back and forth has been frustrating for me as a senior citizen with limited technology skills. I hope Spectrum can resolve this soon. Thank you, Richard.

I am 72 years old and my mother, who is 96, is on hospice care, with me as her full-time caregiver. Due to being victims of a Ponzi scheme two years ago, we had to sell our homes and combine resources to move in together. I used to work without a retirement plan, while my mom has a small pension and social security. We were grateful to receive help from a Spectrum employee at a local store who set us up with an affordable internet and landline plan. Recently, our bill increased by $10, and I reached out to the store. I was informed that the initial $49 plan had expired, now costing us $69. Although thankful for the $10 saving, I kindly request assistance to reduce the bill again, as the landline is essential for my mom's security. Thank you for understanding.

I would like to praise Paulette for her exceptional help in resolving our outage problems on December 3, [redacted]. Our service had been down for over 24 hours, and my husband, who had open heart surgery a week ago, was greatly affected. Paulette showed great empathy, kindness, and successfully assisted in restoring our internet, TV, and phone services. I am grateful for her assistance and would like to ensure that her supervisor is informed of her outstanding performance. This feedback pertains to account #[redacted]02. Thank you.

I've been dealing with some bank account problems due to fraud and need to update my payment method. I'm struggling to find the right website to make these changes. I also want to check if there are any issues with my autopay setup. Moreover, I'm constantly facing service problems and cannot resolve them by calling the provided telephone number. I'm considering switching to a different cable company from Spectrum if these issues persist.

I received an incorrect order from Spectrum. I was supposed to get 2 boxes with DVR capabilities, but only received 1 box without DVR. The installer connected one box to the main TV but didn't explain how to use the remote, so I only realized it lacked DVR after he left. I called Spectrum and was instructed to visit a store 45 minutes away to exchange the box for the ones we ordered. Despite requesting installation assistance due to our age, this issue occurred. My account # is [redacted]1 under Dean H., at [redacted] or [redacted]

I had an old account with Pomona Smoke Shop under the name Tharwat Besada, which I canceled on 7/22/[redacted]. I now have a new account with the shop under the name Martha Khella. When I visited the Spectrum Pomona branch to open the new account for Martha Khella, the Spectrum employees disconnected the old router, installed a new one, and set up the telephone line. We have been prompt in paying for the services. However, despite disconnecting the old service, I have been contacted about outstanding bills on the old account. I reiterated that I had already disconnected the old service on July 22 when contacted about new bills totaling $[redacted]. I kindly request that this matter be looked into and the bills associated with the old account be canceled. Thank you.

My stylus pen is stuck in my phone, and when trying to remove it, the tip broke. I'm frustrated with this stylus and phone and wish I had chosen a Stylus 5. It seems the phone was previously owned as I can't add my Cash App due to the previous user's symbol. The phone freezes 5 or 6 times a day, making me wait 5 to 10 minutes before I can use it again. People struggle to hear me unless I'm on speaker, which compromises my privacy. I've been trying to overlook these issues until realizing the phone's history. As a person with a disability and often home alone, I urgently need a properly functioning phone. I appreciate any help you can provide.

Our TV seems to be frozen on channel [redacted] PrimeTime on Demand, displaying only the TV guide screen without any program. The time is stuck at 6:52 PM while the current time is 9:10 PM. We've tried using the Guide channel, channel up/down buttons, and even manually entering a channel, but nothing seems to work. The only function that responds to the remote is changing the source, from HDMI 1 to HDMI 2 or screen mirroring with our laptop. Resetting or unplugging the modem hasn't resolved the issue either.

I recently experienced issues with my cable TV where the screen kept going black, rebooting, and displaying a message saying 'TV one moment' for about 10 minutes. I contacted customer service and went through troubleshooting with a robot, but the problem persisted. After unplugging the TV, I was only able to access one channel (ABC) and couldn't change channels or adjust the volume. I attempted to resolve this by unplugging again, but now the TV is not working at all. I am in need of a repair person to address this problem.

I am a Spectrum customer with two TVs. One TV is working well, but my other TV, which is around 5 years old, is displaying a black screen with the message "Please wait." I have attempted to reboot the TV through the Spectrum website on my computer, as well as manually restarting the TV several times. Initially, the TV works fine for a few minutes, but when I change the channel, it goes back to the black screen with the message. Interestingly, if I access the guide using the remote, I can see the program in a small box, but it eventually goes full screen and displays the "Please wait..." message again. The only recent change has been receiving new remote controls, but both TVs were working fine with them until this issue started on one TV yesterday.

I have been dealing with continuous hacking issues. Despite working with Spectrum for the last 6 months, my problem persists without a solution. Unable to use my gig app due to network vulnerabilities, I dedicated time to learn about Internet Security to battle and regain control of my network. I identified the hacker's MAC address and contacted Spectrum, but their assistance was lacking. I suggested providing the hacker's address to help track them, but Spectrum declined to act further. Feeling betrayed, I believe Spectrum is failing to address security concerns and potentially protecting hackers. I am left with no functional network for half a year. Shouldn't Spectrum bear some responsibility for this ongoing situation? It is a disappointing experience with a company that seems indifferent to my predicament.

I have attempted 5 times today to cancel my services without success. Each time, after waiting on hold for an hour, the call got disconnected. Representatives keep giving me excuses and are unable to help. I am frustrated as I am being pressured to keep unwanted services. The bill, with its confusing fees, amounts to more than my car payment. Spectrum fails to clarify these extra charges. All I ask for is a straightforward cancellation.

I am seeking assistance to get Spectrum high-speed Internet service for my apartment at [redacted] Lindell Blvd, Saint Louis, MO [redacted]. Floors 1-3 in the building have Spectrum service, but floors 4-8 do not. Despite efforts, Spectrum has not extended the service upstairs. Our apartment management is willing to collaborate, but Spectrum has not agreed. Any help would be appreciated. Thank you. Dr. Debashis Pal