Spectrum Customer Service Issues

Archive 1

The following are issues that customers reported to GetHuman about Spectrum customer service, archive #1. It includes a selection of 20 issue(s) reported June 11, 2018 onward. If you have a similar customer service issue, this page will help you find current, up-to-date answers and solutions too.
The cable bringing internet to my house is now low to the ground and interfering with trucks. Two technicians visited, confirmed the issue, and mentioned it should have been buried. They noted it was affecting my internet speed. Despite promises to schedule a fix, no one has contacted me. Multiple follow-up calls have been made but no callback has been received. It's been a few months, and I am still waiting for a resolution to this ongoing problem.
Reported by GetHuman-kktdk on Monday, June 11, 2018 1:59 PM
I experienced discrimination from multiple Amtrak employees due to my disability and service dog during a recent trip on June 11th. Despite notifying the Amtrak representative and having conversations prior to my journey, the individuals at Union Station were unaware and unhelpful. When I tried to change my reservation to an earlier train at the Acela Lounge with Doug, he refused to accommodate me because of my service dog. The lack of knowledge about service dogs among the staff was evident, and even the so-called managers did not understand or appropriately handle the situation. The conductor on the train was also rude and misinformed regarding the dog's travel requirements. It's disheartening that despite my frequent first-class travels on Amtrak, the employees' ignorance and mistreatment persist. I hope for better training and awareness among the staff to prevent future incidents.
Reported by GetHuman784620 on Thursday, June 14, 2018 5:54 PM
I recently canceled my service but I am being charged $[redacted] for last month's internet. When I signed up, it was for $85 a month. I expect not to pay for a service I canceled; the month's payment should have been settled already. I thought I paid for May when I made my payment that month. I was also disappointed with how the woman at the local store treated me. She seemed uninterested and unhelpful, despite my polite approach while inquiring about my options. Despite facing financial challenges, I always prioritize paying my bills on time. I'm confused about this situation and could use some assistance in understanding what occurred.
Reported by GetHuman-adosser on Friday, June 15, 2018 3:23 PM
On January 21, [redacted], I transferred my phone number [redacted] from Spectrum Business to another provider. I had a bundle for Phone, Internet, and Television services. Following the porting of my number, I contacted Spectrum to retain only the internet service as I no longer required TV service. Despite my specific request, I was advised to keep the entire bundle as it would be more cost-effective. Due to the unhelpful response, my wife had to contact them on my behalf due to the stress it causes me. While she succeeded in canceling the TV service, the request for a credit for the overcharged amount due to the continued TV service was not addressed. I am seeking a credit refund of $[redacted].45, which includes five months of TV service charges at $53.89 per month. I am open to receiving the credit in the form of internet service but request this matter to be resolved promptly as I have no intention of switching providers if this issue is rectified.
Reported by GetHuman-cbarrett on Friday, July 6, 2018 6:15 PM
Yesterday morning, on Sunday, September 23rd, we discovered our TV service was not working and a toll-free number was displayed on screen for assistance. We encountered a frustrating ordeal involving multiple transfers, totaling 10 times. During this back-and-forth, a representative mentioned an alleged account downgrade occurred at an improbable hour when your office was closed. This entire issue arose just a week after subscribing to the service, making it even more perplexing. After nearly three hours on the phone, we finally connected with Cerica, who scheduled a technician visit for today, Monday, September 24th. The numerous representatives I spoke to continually placed me on lengthy holds, sometimes switching personnel upon returning. The constant back and forth between sales and repair departments occurred a total of 9 times. Currently, a technician is present trying to restore our service, encountering difficulties. Please urgently reach out to me at [redacted].
Reported by GetHuman-crtrask on Monday, September 24, 2018 2:32 PM
I set up my mom's cable service in Ohio when she moved to assisted living, but she no longer uses it and I want to disconnect it. When I called the number on the bill ([redacted]), I was told I couldn't make decisions on the account. I mentioned the Power of Attorney document I sent them at the start, but they claim they have no record of it. Now I'm being asked to visit a Spectrum store in person with the documents. Unfortunately, there is no store near me as I live out of state. I'm hoping Spectrum can help me by accepting the documents via fax or email to terminate the account.
Reported by GetHuman1347178 on Monday, October 15, 2018 1:23 PM
Hello, I am Vladimir Ronin, a long-time residential customer of Spectrum. In September, I decided to switch my business phone system from AT&T to Spectrum Business and port 5 business lines. I called in, and the sales rep scheduled the installation for October 5th. However, on the installation day, the technician mentioned that he could only run cables inside the room and install modems, as he could not connect them to the AT&T panels on my end. We had to reschedule for October 15th. Last week, Spectrum informed me about a miscommunication with AT&T, causing a delay in porting the numbers. Since Spectrum does not handle connections to customer equipment, I now need to find contractors to make the necessary connections. The service prices range from $[redacted] to $[redacted], which was unexpected. I am disappointed with the disorganization and would appreciate assistance in resolving this issue. Can Spectrum provide a technician to install patch cables from my panels to the modems? Thank you. Sincerely, Vladimir Ronin
Reported by GetHuman-rimidalv on Monday, October 15, 2018 2:04 PM
Upon relocating from Atlanta, GA to Florida due to a job transfer, my family sold our house and bought a new construction home in Wimauma, FL. Despite not being involved in the construction process, we discovered that the cable outlets were only available in the living room and master bedroom, leaving us unable to get Spectrum services in the other bedrooms. Despite being assured by Spectrum that installing outlets in additional rooms wouldn't be an issue, a technician later claimed it was impossible unless they were done during construction. Resorting to streaming through a smart TV with Vudu, we faced challenges with the Spectrum app not working due to conflicting information from customer service. Moreover, we've experienced slow and intermittent internet connections that affect not only our online activities but also our landline telephone service, crucial for my elderly father's safety. As we prepare for family to stay with us, the lack of outlets has caused inconvenience, prompting us to consider satellite services if unable to resolve these issues with Spectrum.
Reported by GetHuman-tkemery on Monday, November 5, 2018 5:23 PM
For the past two weeks, I have been trying to get the service installed at my new apartment. I've made numerous phone calls and requested multiple tickets, yet the company has not been able to send a technician to resolve the issue. Yesterday, a technician came to install the service but left without completing the job. He mentioned that the maintenance room was locked, even though there is no maintenance room, just a main box outside the hall. He didn't attempt to contact me or ring the doorbell before leaving. Dealing with Spectrum has been frustrating and exhausting. As their customer, I expected better customer service and a more efficient installation process.
Reported by GetHuman-sujarama on Thursday, November 8, 2018 11:01 PM
I called on 12/19/18 to sign up for internet service due to my retirement and limited income. Shortly after, I noticed a $89.98 TV + Internet special. When I called to switch my plan, I was quoted $[redacted] for two boxes, but only got one during the 12/24/18 installation. After speaking with Mr. Shaun, I learned $[redacted] was just for one box, and I'd need to pay extra for the second box. He waived the installation fee but stated my bill would be $[redacted].14 with additional charges in January rising to $[redacted].92. The bill breakdown confused me with unexpected charges like the $9.99 voice I didn't request and $64.99 for a few days of internet service. I am puzzled by these costs and would appreciate a review of the $[redacted].14 bill and clarification on the upcoming $[redacted].92 bill. I aim to pay on time and seek your prompt assistance.
Reported by GetHuman1838848 on Thursday, December 27, 2018 10:16 AM
For the past week, I have been in contact with Customer Service via my cell phone to address multiple issues with my services. My phone line is not working, internet speed is extremely slow at around 8mbps instead of the expected 300mbps, and my cable channels are either not showing pictures or have severe pixelation with no sound. Despite some temporary improvement by service personnel near Kessel Street, a recent incident involving arcing between your coax and a steel wire with electrical circuits has caused significant disruption and safety concerns. The exposed steel cable was burned through, requiring intervention from the NYC Fire Department and Con Edison. The fire department and Con Edison had to address the hazardous situation caused by the arcing steel wires. I was frustrated by the need to involve emergency services and the potential power shutdown needed for cleanup. I hope that by looking into the root cause around the neighborhood, a quicker and more comprehensive resolution could have been achieved. Sincerely, George B. 75-37 Kessel Street Forest Hills, NY [redacted]
Reported by GetHuman-gsbrod on Wednesday, January 2, 2019 3:38 PM
There seems to be a misunderstanding regarding my account. Initially, I had Spectrum internet service directly from Spectrum. After a while, I needed to transfer to the service provided through my community. However, the new equipment was not functioning correctly, so I continued using the old equipment. Unfortunately, Spectrum reported this as a derogatory mark on my credit through Credit Management Online. I returned the equipment to the Spectrum office, and it was all a misunderstanding. As a student, I cannot afford to have a negative mark on my credit when it was not my fault. Please remove this negative mark from my credit and update Credit Management Online accordingly. Thank you.
Reported by GetHuman2250670 on Wednesday, February 20, 2019 4:12 PM
Since September, I have had issues with my Charter Spectrum internet where it loses connection at least once a week. I spend hours unplugging the modem and router repeatedly, around 10 to 20 times until it finally reconnects. Despite replacing the modem and router and paying my bill regularly, the problem persists. Recently, after a power outage in my building, the internet continues to disconnect frequently. Technicians have come out multiple times to check, including the initial installer, but the problem remains. I am frustrated as I am being charged for a service that I am not fully receiving, causing inconvenience for both myself and my children.
Reported by GetHuman-gilkeyto on Friday, February 22, 2019 3:37 PM
Hello, I have been a loyal Time Warner / Spectrum customer for over 5 years. When I first signed up, I was quoted $15 a month for internet without equipment rental. Recently, my bill has increased to $74.99 a month, which I find unreasonable, especially seeing new customer offers every year with better prices. I am disappointed that existing customers like me have to pay more. Additionally, I have not received a router update in years despite being informed that my current one is outdated and affecting my connection speed. I feel neglected and disrespected for my loyalty. I am self-employed and cannot afford $75 a month for internet alone. I urge for my bill to be lowered to $20 as initially agreed. I also request a router upgrade and an improvement in my internet speed. I would appreciate a prompt resolution as I have been without service for a week but still charged the full amount. Please review my account as I believe the current situation is unfair. Thank you for your attention to this matter.
Reported by GetHuman-jd_bay on Sunday, March 3, 2019 3:37 PM
I recently noticed a significant increase in my bill from Spectrum, which has put a strain on my budget. I have always been prompt with my payments and solely use their internet service, without any interest in TV or home phone. Since the transition from Bright House to Spectrum, the sudden increase in cost is disheartening. Comparing prices, Frontier offers a more affordable alternative and is eager to assist me with a discount. Unfortunately, I am struggling to reach Spectrum for assistance, as Frontier's customer service is more responsive. Despite my loyalty to Spectrum, the current situation is making me consider switching providers, which is unfortunate.
Reported by GetHuman-foughtba on Saturday, March 9, 2019 3:52 PM
I had a disappointing encounter with a customer service representative named "Grant." Despite being a long-time customer who usually gives positive ratings, Grant was confrontational and dismissive. He even disagreed with me and failed to follow up on our conversation. Later, I received a notification about a service issue in my area, contradicting Grant's earlier claims that the problem was on my end. It turns out I was right about experiencing issues. Grant's behavior was unprofessional, and I made sure to rate him poorly. While most of the staff is friendly, Grant's attitude was unacceptable. Although the problem remains unresolved, I have a scheduled appointment with a technician on Sunday.
Reported by GetHuman-patjthom on Saturday, March 9, 2019 6:33 PM
I temporarily suspended my cable service while on vacation to avoid charges. When I returned early and tried to reactivate my service, the TV screen instructed me to call [redacted]. However, I had trouble with the voice activation system as it did not recognize terms like "restore" or "activate services," making the process frustrating and time-consuming. After being on hold for nearly 30 minutes and speaking with three representatives, I finally got assistance from the billing department. It should be a quick and simple process to reactivate my cable box after vacation, but the current system is inefficient and needs improvement.
Reported by GetHuman-lindakmc on Sunday, March 10, 2019 3:26 PM
At my residence, the usual WiFi internet speed test typically only reaches 10mbps. Today, on 03/10/19, it is showing 70-82mbps on various testers, a speed I have never seen before on WiFi. When using a hard line connection to the modem, the speed test never goes above 92mbps; I expect the hard line speed to be higher than 95mbps. I did not want to hear from Spectrum as their usual responses are not helpful. It's frustrating that the cost of internet continues to rise, making it unaffordable for many. This is a far cry from the promise of internet for all by the government. I view smartphones more like a 6-inch TV than a 50-inch one. In the future, Spectrum may switch to a tier system with exorbitant prices and data caps resembling those of mobile phones since the deal with TWC.
Reported by GetHuman-balexdan on Sunday, March 10, 2019 11:49 PM
Since starting my service with Spectrum, I have encountered issues. The service is often inaccessible, despite paying upfront for 6 months. My monthly bill exceeds $70. I am unable to utilize the TV app or internet due to various codes requested, with no one available to provide them to. Contacting support is challenging, as the automated system suggests scheduling a callback for a later date. When a technician finally arrives, they either find no issue or send a work order to an engineer. I am thoroughly dissatisfied with the service and would like a refund for the lack of service I am experiencing. I have paid for a service that I am not receiving, and I am seeking a resolution promptly.
Reported by GetHuman2556903 on Wednesday, March 20, 2019 3:50 PM
On January 22, [redacted], I returned rented Comcast equipment (router and modem) to the Palmdale CA Spectrum store. The customer service agent accepted the equipment and due to their system being down, provided a paper receipt. After realizing I incorrectly noted my account number/phone number, I initiated an online chat with ticket number [redacted]8 to correct the details for the return. Despite multiple transfers and escalations, I am still receiving monthly bills for the Comcast rental equipment. I seek to have the monthly charges permanently removed from my Spectrum account and request credit for any charges beyond January 22, [redacted].
Reported by GetHuman2558496 on Wednesday, March 20, 2019 6:58 PM

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