Spectrum Customer Service Issues

I recently moved and transferred my service to my new location. The representative I spoke with to schedule the new service was incredibly rude and spoke to me disrespectfully. He informed me of a hefty fee for the connection, which I find unreasonable as the process took merely 5 minutes. I have been a loyal customer and even prepaid from February to July, demonstrating my reliability with payments. I was instructed to keep my old equipment from the previous location. I am appalled by the behavior of this particular employee and feel disrespected. I refuse to pay the excessive connection fee and am considering ending my relationship with this company due to the poor treatment I received during this interaction.

One of my three TVs in the house is not receiving the Spectrum signal. The other two TVs are working fine with their boxes, indicating the main feed is working. The affected TV is relatively new at about 8 months old and had been functioning well until recently. I have attempted troubleshooting by unplugging and rebooting the TV twice without success. When I turn on the TV, it only shows "no connection." I suspect the issue may lie with the older cable box assigned to the TV, as it is a different style from the newer units used for the other TVs. I believe a service call may be needed to address this problem, understanding there will be a charge for the service. I tried the phone help service but found the automated suggestions unhelpful, as they recommended a system shutdown which seemed excessive for just one unit. My account code is [redacted]. I appreciate the service provided by Spectrum so far and look forward to resolving this inconvenience. Thank you, Penelope Dove.

On Friday, 7/19, a representative visited my home attempting to enroll me in a new account. Despite expressing my interest in reviewing information but not committing to the change, I provided my contact details, including my date of birth, which he indicated were solely for verifying prior Spectrum accounts. While seeking pricing details, I reiterated that I was not prepared to switch services at that time. Regrettably, the representative proceeded to create an account and schedule an installation without my consent. Furthermore, I have now received an invoice from Spectrum for services that were not requested by me. I am upset about being billed for services I did not authorize. Kindly arrange the cancellation of the unauthorized service installation and close any account established by the representative without my knowledge.

I have two cable boxes, one connected to two different TVs. One is working fine, ruling out a connectivity problem. We stream using Roku for Netflix, Acorn, and Prime. The issue box has no trouble with Netflix and Acorn but fails to connect to Prime. Clicking on Prime brings up the logo page, but it quickly cycles back to home. I've tried multiple times and rebooted the box with no success.

I am in need of assistance with a wireless device order that I placed on my account. After receiving an email stating that I needed to update the payment information due to an issue with the bank, I realized that I have to call in each time this issue arises. It would be really helpful if there was a portal available for me to update my payment details online. My phone connection is unreliable, and I am concerned about sharing my card information over the phone. Having a secure link where I can update my card information on my own via computer or phone would greatly improve the payment process for me.

On May 27, a customer service representative named Derek and his supervisor acknowledged a $[redacted].00 credit was due to me to compensate for a sudden 35% increase in my bill without notice or explanation. After a month passed without the credit applying, I contacted customer service once more and was assured by a representative that the $[redacted].00 credit was valid but needed more processing time. Despite reaching out to my local Spectrum office via letter, there has been no response regarding the credit. Now, ten weeks and two days later, the credit still hasn't reflected on my bill. Continuously receiving "Past Due" notices from Spectrum, the most recent included a $7.00 "adjustment fee," adding to the confusion surrounding the unresolved credit situation. Ray H. .... acct. # [redacted]05

I have been experiencing a recurring issue where my screen goes black with a "Please Wait" message multiple times a day for several weeks now. Despite rebooting and receiving assistance from customer service to reset my box and check the signal, the problem persists. This ongoing issue is frustrating, and I am curious if there is a common cause or if others are also facing similar problems. Additionally, I encountered an unusual situation while watching and recording a football game recently. Instead of the game, the Oxygen channel appeared for most of the second half. Thankfully, I was able to watch the entire game as it was recorded, but I had to resort to viewing part of it on my phone. I would appreciate any insights into what might be causing these issues.

I was on a discount plan that expired this month. Initially, it was around $[redacted].00, but now it's $[redacted].12, which I can't afford. I need to inquire about any current discount plans available, especially Senior discounts. I wish to remove the DVR and switch to the basic package with 2 boxes, Internet, and a landline. The landline is crucial because my mother relies on it after AT&T canceled her cell phone with $[redacted].00 unused credit, forcing her to keep the landline for emergencies while on Hospice. Hence, I require a home service phone. If I cannot find a suitable plan with these services, I will have to cancel my account due to the circumstances. Despite having good credit and always paying bills on time, it's disappointing that this is not considered in these situations. I appreciate any assistance you can provide.

I had issues with Spectrum's autopay taking multiple payments from my bank account. Even though Spectrum claims the payments were returned for insufficient funds and blocked autopay for six months, my bank shows that the payments went through. To avoid service interruption, I agreed to a payment plan for the missed $[redacted], paid in two installments. Despite making a payment of $[redacted], and then $70, my account balance was still shown as $0. My wife later paid $[redacted] on July 7 via phone using my bank account. Spectrum alleges this payment bounced, but funds were debited, and we received a confirmation. Nevertheless, our service was cut on August 4, showing an outstanding $[redacted] on the app. Despite my wife making three separate payments over the phone with confirmation numbers, Spectrum denies receiving them. The current total amount due is $[redacted] for two months' service. We've filed a claim, but resolution is pending, leaving me without internet.

I encountered an issue with Spectrum when they processed the third payment from my bank account through autopay. They claimed the payment was returned for insufficient funds, then attempted a second time, also unsuccessfully. Despite the autopay being disabled for six months, Spectrum still charged my account for the fourth payment, which was also supposedly returned for the same reason. Oddly, my bank statement shows the two payments went through, but the money was never refunded. To avoid service interruption, I arranged a payment plan for the outstanding $[redacted], split into two payments of $[redacted] and $70. After paying, my wife made a payment of $[redacted].67 on July 7th over the phone using my bank account, receiving a confirmation number. Spectrum insists the payment was returned, yet the funds were never reimbursed. Surprisingly, our service was cut off on August 4th, showing a balance of $[redacted].67 on the app. Despite making three additional payments over the phone, each with confirmation numbers, Spectrum claims they have not received any payments. Without internet service, the total amount owed remains unclear for two months. We've filed a claim, but resolution will take 3-5 business days, leaving us without internet in the meantime. Your assistance would be greatly appreciated.

On 8/13/19, I contacted Spectrum to cancel service at my mother's residence for 9/15/19. Despite the representative being friendly, the service was mistakenly cut off on 9/13/19. Following this, my sister called Spectrum seeking a resolution on the same day, but was met with an attempt to set up a new account without her consent. Despite her declining and disconnecting the call due to extended wait times, Spectrum proceeded to cut off service on 8/13/19. Upon my call to Spectrum on 8/14/19, they acknowledged the error but claimed they couldn't schedule future disconnections, leading to the premature service cutoff. Furthermore, Spectrum falsely claimed my sister initiated new service without confirmation. Refusing to rectify these issues, they cited my late mother's inability to restart service and deemed my authority as the estate representative insufficient to correct their errors. It's evident Spectrum mishandled the situation, failed to take responsibility, and operated deceitfully. Such practices are unacceptable in the business realm.

Yesterday, on 8/22/19 in the late morning, I contacted customer service to inquire about pricing. I had a discussion with Noel, who proved to be very helpful and informative. We went over the different service options, and I decided on acquiring [redacted] channels with free HD and [redacted] Mbps internet service. Noel advised me on the need for DVR's for my 4 TVs and I also inquired about an "internet relay type unit" for better internet coverage at my house. The total monthly cost for the first year was quoted as $[redacted].00, rising to $[redacted] per month in the second year. An installation was scheduled for 9/9/19. Despite asking Noel to email me a summary of our conversation during the call, I didn't receive any email. After following up, I was told the emails are sent at the end of the day, but I still didn't receive it. I was given an account number: [redacted]01 to access my information on the Spectrum website, yet I couldn't proceed due to not having the Security Code. I have made multiple calls to different representatives since my initial conversation with Noel, but I am yet to receive the detailed email outlining my chosen services and associated costs. I am eagerly awaiting an email. Thank you, Gene McElroy.

I am still waiting for a different plan option that I should have been called about before being placed on the new plan. Why does it now cost $75 more? There have been no changes, yet I continue to lose signal from the box and have to reset it frequently. I have already paid $[redacted] out of the $[redacted] charged, and I refuse to pay any more. I will cancel my service before I agree to this. AT&T may not value how much customers pay, but if they continue to charge high prices for subpar service, what do they expect us to do? I will not tolerate it!

I am planning to add a new section to my current home and need to shift my existing cable services to this area. The cable currently serves three locations: one for the modem, another for a DVR for television services, and a third for a basic cable box. I want to maintain these services without any changes when relocating the cable lines to the new areas. The new locations are prewired in the wall, but the specific cable lines are not marked for each service. Is this going to be an issue during the relocation process? The most critical aspect is timing. The new section of the house will be set up with electric service by 09/13/19, and finishing touches by the contractor are scheduled between 09/16 and 09/20, with our move-in date likely between 09/18 and 09/20. I am curious about how much notice is required to relocate the cable lines within the same residence.

When I enrolled in mobile service for $45 per line plus a phone, I was not informed about a discount for being an internet customer. After discontinuing my service, my bill rose by $20 monthly, and I am unable to return the phone if I cancel. To settle the phone, I must pay $[redacted], which is challenging for me to manage in one payment. I would prefer to retain the original plan I was offered to avoid cancellation. It's disappointing that customer satisfaction doesn't seem to be a priority for larger corporations.

Hi Al, This is Kate Griffith reaching out to you. I wanted to let you know that the installer arrived on time and was very pleasant. However, he mentioned that I needed "that thing that sticks out" on the pole across the street and a line connecting it to the pole in front of my house where the cables are. He placed an order for them but couldn't provide a timeframe. He advised me to keep an eye on the pole and call him if I see any changes. I am worried about the order getting declined. I appreciate your assistance in this matter. Best regards, Kate Griffith [redacted] Becker Road, Knox, NY Loonover @twc.com [redacted]

Order [redacted]: On 9/9, my mother contacted to cancel cable and ended up ordering an unnecessary cell phone. She was promised a 14-day return period without any mention of a $50 restocking fee. The confirmation email also failed to disclose this charge. The Spectrum representative misled her, and she seeks to return the unused phone without extra costs. As a loyal, financially limited customer, she deserves better treatment from Spectrum. Thank you for your attention to this matter. Mom's Info: J.J. [redacted] Echo Loop, New Port Richey, FL [redacted] [redacted]

About two months ago, a banner started appearing on my favorite channels menu, promoting Spectrum originals. This banner is larger and brighter than my selected channels, which can be distracting and even blinding. Recently, they added an ad for "Mad About You," a show I dislike, making my menu cluttered with three unwanted banners around the clock. The constant ads are frustrating and make it hard to navigate my choices. If this continues, I may explore other TV options. After contacting customer service, they confirmed the feature cannot be disabled. I find these tactics off-putting and it actually discourages me from watching Spectrum's programs.

I lost my Internet and cable service around noon today when Spectrum technicians were in the yard, possibly fixing a neighbor's issue or upgrading. Initially patient, as our service was fine, we found ourselves completely without service once they left. After contacting Spectrum and being given a 11am appointment for tomorrow, I am frustrated. I rely on Internet for work, and it's unreasonable that I couldn't get anyone out when I reached out at 6pm. The situation is aggravating since I had no issues before and now I face this delay in my work. Communicating with a worker who didn't speak English well was challenging, especially when he couldn't explain why he was there as we didn't have a cable problem.

I never received a DVD recorder with my box. I currently pay $7.50 for the box, but now you want over $12 a month for a box with a recorder. Why would anyone pay $19.50 to record? I have been requesting for my cable box to be fixed since May as it does not lock, but it's still not resolved, even after asking again today. I have Silver and Gold packages with 3 boxes now, so my bill has significantly increased along with internet service. The remote also does not work, and I have been informed that a replacement is being sent. Overall, customer service seems to be lacking in your company.