Spectrum Customer Service Issues

In September [redacted], my debit card expired, causing issues with autopay. Despite changing it online, the new account never updated. After a call, I was asked to make manual payments for October and November before the new card would be updated for December. Regrettably, the representative did not fulfill this promise and left the old account active. Recently, I had to call again and switched to using my checking account to pay the bill. I am now re-enrolled in autopay. However, the suspension caused by the previous representative's actions was frustrating. I trust that the issue is resolved now and that my checking account is correctly set up for future payments. This experience has been disappointing, and I hope such mistakes are avoided in the future.

I used to share a Spectrum account with my roommate for my business, but they didn't pay their share of the bills. After asking them to move out, I tried to set up a new account for my business. However, I was informed that I needed to pay the outstanding balance from the previous account my roommate set up before I could proceed. Despite already giving my half to my roommate, Spectrum is asking me to pay again, which I find unfair.

On 12/7/[redacted], we initiated new wireless services with a four-line plan but encountered a problem. Despite porting our numbers from Boost Mobile, we only received one phone and 3 sim cards. Even after three days, three of our lines remain without service, including my 11-year-old number that I am unable to retrieve. I have spoken to seven representatives from both departments, but no one has been able to resolve the issue or offer any accommodations. I am extremely disappointed in the service received and will not recommend this company to others due to this frustrating experience.

I experienced an Internet outage from December 7th to December 13th, [redacted]. Despite numerous calls and chat attempts where I was advised to unplug and plug back in, the issue persisted. Thankfully, I spoke with Elizabeth who identified the problem as my old modem. Tyrone promptly delivered and installed a new modem the same day, resolving the issue. I believe I deserve compensation for the downtime and appreciate Elizabeth for resolving the long-standing problem. My details are as follows: Marie Barnette, Account Number: [redacted], [redacted] W Fort Macon Rd, Atlantic Beach, NC [redacted]. Thank you.

A few months ago, my internet bill increased from $50.99 to $64.99. After negotiating, it was brought down to $55.99. However, last month, it went up to $59.99 without any prior notice. I am currently on a plan with [redacted] Mbps download and 12 Mbps upload speeds. I would like to see the rate reduced back to $50 to match competitors, or I may consider switching to my cell provider despite the lower service quality, as it will cost me significantly less compared to Spectrum's charges.

Earlier, I spoke with a representative and was assisted in releasing my phone number with TracFone. However, upon trying to sign in and activate my phone on your website, I encountered repeated difficulties. The website kept directing me back and forth between entering my password and deciphering the code at the bottom. Each time I entered the code, it prompted me to re-enter my password. I am unable to call customer service, and there is no chat option available. I am feeling increasingly frustrated by this experience; as a 75-year-old, I do not need this added stress. I am beginning to regret switching to your service.

I recently switched to Spectrum Mobile and I must say, I am not satisfied with the service provided. Although I have TV and internet services with Spectrum, the experience with the mobile service is making me reconsider. Today, I received the phone in the mail while I was still using my old TracFone. After calling Spectrum, the representative was polite and assisted in getting my number released from TracFone. Upon trying to activate the new phone on the website, I encountered repeated issues with signing in due to a password prompt followed by a robot code that looped back to the password. This cycle was frustrating, especially considering my age of 75. Feeling ignored as a customer in favor of numbers is disheartening. The inability to find a chat option and the notice that Spectrum does not offer chat support adds to my frustration, as I am currently without a working phone. I hope to find a resolution soon. Thank you, Thomas J. Drake from Springfield, OH.

My billing cycle started on December 14, [redacted]. I went to the nearest Spectrum office to cancel today, on December 18, [redacted]. They informed me that starting in May this year, they no longer prorate services. Even though I have been a customer of Time Warner/Spectrum for 20 years without signing a new contract, they mentioned this policy change, leaving me feeling frustrated. A month ago, in an attempt to reduce my bill instead of switching providers, Spectrum was unhelpful at that time as well. I am seeking assistance to restore my confidence in the company.

Regarding Lindy Turner Account # [redacted] I reached out to Spectrum on December 21, [redacted], to increase my internet speed for a new outdoor video camera. Despite being quoted for 30 MBS, I ended up being enrolled in the [redacted] MBS service due to a misunderstanding. After receiving new equipment, including just one box for my two TVs, I encountered issues with lost channels and incorrect internet speeds. Several calls to Spectrum resulted in conflicting information and additional charges, leading to frustration and disappointment. A visit to the Spectrum store only partially resolved the problems, as I was informed I needed to upgrade my package to regain access to certain channels. The overall experience has been problematic and confusing, with multiple errors and miscommunications from Spectrum employees. As a long-standing customer, I expected better service and transparency. Best, Lindy T.

As the administrator of my grandmother's Spectrum account, I have unique login credentials different from hers. While attempting to access the account from out of state, I encountered login issues despite changing my password. Seeking assistance through Spectrum support, I chatted with agent Jason H. (chat ID: [redacted]01) who declined to aid me, insisting on speaking with my grandmother as the primary user. Given my role as an authorized user handling all Spectrum matters for my 92-year-old grandmother, I clarified that I was only trying to log in to my own secondary account, not hers. Despite explaining the situation, Jason H. was unhelpful and abrupt, refuting my access. Upon switching to my laptop, I discovered an error message restricting my login based on location, advising me to retry in Texas instead of California where I currently am for Christmas. Unfortunately, I must wait until returning home to resolve this issue, missing out on Spectrum TV during my holiday break.

My internet speed is much slower than expected at below 30 mps when I should be getting [redacted] mps. I am using WiFi as I do not have an Ethernet cable that fits my new Lenovo computer. Even after two technicians visited, the issue was not resolved. The router is currently upstairs, but I am considering moving it to the second floor where we spend most of our time. Despite living in Rochester NY, where 5G was just launched, I am not experiencing the benefits. I am dissatisfied with the service and contemplating contacting the Attorney General of New York State. In our household, we have two iPhones, Direct TV, 3 Echos (though not all in use simultaneously), and four TVs. I expect a prompt resolution; otherwise, I will escalate the matter.

I am looking to discuss reducing my service bill with the retention department as the current rates are too high. I have been unsuccessful in resolving this with a customer service representative. I have been a customer of Spectrum for 16 years and I am considering switching to a competitor offering 10 GB Internet for $70 per month. I do not want to wait long on hold just to discuss lowering my bill, as I have experienced the runaround multiple times. I have knowledge in the telecommunications industry, having worked with Tom Rutledge years ago, and I am contemplating reaching out to him directly to address these ongoing issues.

I have experienced ongoing issues with Customer Support regarding the sudden increase in my TWC service from $65 to almost $90 without a clear explanation. Despite being told that NY/NJ Customers are receiving upgraded speeds, my own speed test confirms that I am not getting the promised increase. Moreover, when attempting to contact them via email or online chat, I have faced difficulties, and phone calls result in long hold times or abrupt hang-ups. Mentioning my TWC legacy contract has not been fruitful as they claim it is no longer valid under Spectrum. One representative even used inappropriate language and threatened a significant bill increase in the near future. I am at a loss for how to resolve this matter.

I am disappointed with the lack of transparency from Customer Support regarding the increase in my TWC bill from $65 to nearly $90. They claimed my internet speed increased from 3/1 Mbps to 20/2 Mbps, justifying the price increase from $14.99/mo to $19.99/mo. However, my internet speed tests show I am only receiving 2.2 down and 2.1 up, despite paying for faster speeds. I tried to contact them via email as suggested by a Congressman but found no email option available. Online chat is not working and phone calls leave me on hold for extended periods. When I mentioned my TWC legacy contract, they informed me that Spectrum taking over means they are no longer obligated to honor it. One representative was disrespectful, telling me my bill would soon go up to $[redacted] with nothing I could do about it.

I am frustrated with the lack of transparency from customer support regarding the increase in my TWC bill from $65 to nearly $90 and the speed upgrade from 3/1 Mbps to 20/2 Mbps in NY/NJ. Despite the price hike, I am only receiving internet speeds of 2.2 down and 2.1 up according to their own tests. Trying to reach out via email, online chat, or phone has been unsuccessful as they either have no email, their online chat does not work, or they leave me on hold for a long time only to hang up when I mention recording the call. Additionally, I was informed that TWC does not have to honor my legacy contract now that Spectrum has taken over. One representative even used inappropriate language and threatened a bill increase to $[redacted] in a few months with no recourse.

On January 2nd, I received a text message stating I had won an iPhone 11. When I clicked the link, the Spectrum Logo appeared, claiming Spectrum Mobile was randomly selecting 2 customers to receive an iPhone. The site requested a $1.00 payment for shipping, which I made. After calling Spectrum to express gratitude, I was informed it was a scam. I am puzzled as Spectrum still withdrew the dollar from my account. I made the payment assuming I would get the phone. The bank mentioned the tracking number is associated with Spectrum.

I have experienced a double billing issue with Spectrum for my residential TV, internet, and landline phone service under account number [redacted][redacted]. This overlap occurred due to transitioning from Spectrum Business service (account number [redacted][redacted]) to residential service. Despite speaking with a Spectrum representative and receiving credits for the overlap, the service charges were reposted, resulting in a "past due" status and potential late fees. I have diligently paid for services rendered but not for those not in use. I kindly request prompt adjustment of the records to reflect this situation as I cannot spend hours on the phone resolving this matter. Your swift action is appreciated. Thank you. Sincerely, Larry A. Reid

Spectrum recently cut our wire and connected it to our neighbor's service pole. We had this exact issue last year, and they resolved it temporarily until the neighbor's service was disrupted from their end. The neighbor's service is linked to a pole by the street, whereas our private pole is located [redacted] feet away from the road at [redacted] Camden West Elkton Rd. Instead of repairing their service independently at night, they entered our property and linked our service to the neighbor’s house. This is the second time this issue has occurred. We are requesting that Spectrum relocates their line from our private pole promptly. If action is not taken, we will have to address the matter ourselves. There is no easement that permits access through our property to the neighbor's.

My son, Joseph W., had a stroke on December 16th and is still in the hospital undergoing rehab. It will be several more weeks before he can return home. My wife and I have decided to maintain his cable TV connection until he comes back, but we won't keep the internet service since he isn't using it. I spoke to a Spectrum representative over the phone, who insisted that Joseph is responsible for the internet bill upon his return. I've called multiple times but only reached an answering machine. When I finally talked to someone, they reiterated the same demand. We are willing to pay for the cable, but it's unfair to expect Joseph to cover internet charges while he's recovering. Please stop billing for the internet, as it won't be used until Joseph is back home to request it. It's insensitive to charge someone in his situation for a service they can't utilize. Sincerely, Roger W. (Joe's father)

My son, Joseph W., had a stroke on December **th and is still in the hospital undergoing rehabilitation. While he remains in recovery, we have decided to maintain his cable TV service but discontinue his internet as I, his father, use AT&T for internet. Despite several attempts to contact Spectrum about halting the internet service temporarily, we were informed he would still need to pay for it upon returning home. This seems unfair given the circumstances. We are willing to cover the cable fees but do not see the justification for charging for internet that is not in use. It is disheartening to be treated this way after the challenges my son is facing. I hope this matter can be resolved compassionately. - Roger W. (Joe's father) *Acct * *****-*********-*****Security Code *****