Spectrum Customer Service Issues

We recently transitioned from ATT to Spectrum cable, and it has been quite disappointing. It became a troublesome process to set up my 90-year-old Mom's cable service, needing three visits from your company to get it working. An agreement was made for Spectrum to cover the $[redacted] cancellation fee to ATT. We decided to add a home phone line for just $10 more, assuming Spectrum would handle the switch seamlessly, which led us to neglect paying the ATT bill, mistakenly thinking we were using Spectrum phone service. Unfortunately, the phone service switch never occurred. This resulted in my Mom’s phone being disconnected, a critical communication lifeline for her. Subsequently, after discovering the issue, we had to pay the $[redacted] early termination fee to reinstate her phone service with ATT. To our surprise, Spectrum now states that Wi-Fi is required for the phone switch, information that was never communicated to us and presents a challenge since my Mom does not have Wi-Fi. We were also informed that in order to receive the $[redacted] reimbursement, my Mom needs to have both TV and Phone services, a condition that was not initially specified. Our primary request is straightforward: reimburse the $[redacted] without additional requirements. Upon reimbursement, we will consider whether to continue with Spectrum for phone service and potential Wi-Fi provision, with a request to waive the installation and startup fees if we proceed. ATT has made a compelling offer to return without activation fees and an attractive package, without the necessity of Wi-Fi. Looking forward to your prompt response. Janet On behalf of Helen Matthews

In the spring of [redacted], we granted Spectrum permission to access our backyard to install wiring for their services. However, during the installation process, they caused some damage to our property. Subsequently, in early summer, we signed a contract with a salesman for TV and internet service. When the service technician arrived, he discovered that there were no wires leading to our house from the pole, preventing the installation. Despite reporting the issue, we were later informed that they were unable to connect us at that time without providing a reason. It is frustrating to see our neighbors enjoying Spectrum services while we are left without any indication of when we might receive service. All we want at this point is the internet service we were promised.

I have both Spectrum Mobile and Spectrum Wifi services. Lately, I've been receiving notices about exceeding my phone usage. When seeking help from customer service, I discovered more problems. It seems necessary to have a technician sent out by Spectrum to address the apparent internet connection issue. Even though my devices show they are connected, I am unable to accomplish anything online. This surge in overage charges is a new occurrence over the past 3-4 months.

I recently cancelled my service with Spectrum and visited their office in Madison, IN to return my two boxes. However, upon arrival, I noticed that the office was closed, with a note indicating they had relocated to another office in Indiana. Despite this, there are still Spectrum vehicles at the Madison location, suggesting they are present at some point. I am unsure of how to return my boxes now. I would appreciate it if someone could contact me at [redacted] so we could arrange a meeting at the Madison office to return the equipment.

Recently, my internet connection started acting up, so a technician from the provider came to my apartment to investigate. Unfortunately, after fiddling with the equipment, my living room TV lost its connection to the Wi-Fi, even though the bedroom and my phone were still working fine. The technician seemed uninterested in resolving the issue and insisted it was a problem with my TV, despite me explaining that it was a new purchase. Prior to his visit, my internet had been working flawlessly since October. I believe the problem stems from his intervention, as the TV was functioning perfectly before he arrived. I'm on a fixed income and can't afford to pay for another service call. The technician's dismissive attitude was disheartening, and I hope Spectrum trains their staff to treat customers with more respect. Additionally, during a previous visit, another installer's strong perfume triggered my asthma, which is unsafe given the potential health risks. I feel helpless and isolated in this situation. I urgently need assistance but am unsure if contacting customer service or technical support will incur charges.

We have been experiencing intermittent internet service that goes out on all our TVs, laptops, and tablets. Despite resetting our modem and router multiple times and trying to improve coverage by adjusting their placement, as well as resetting our devices for a stronger signal, the service remains unreliable. We are in need of a technician to come out and address the issues from outside. I would appreciate speaking with a live customer service representative to schedule an appointment for the service call.

I recently cancelled my phone and TV services with Spectrum on February 8, [redacted], but kept the internet service. I switched to Consumer Cellular and wanted to retain my old phone number, [redacted], that I've had for over 45 years with the cable company. Unfortunately, my voice account was closed before the number could be transferred. Despite speaking to various Spectrum representatives, I received conflicting information about the status of transferring my old number. I urgently need to keep my old phone number due to the numerous accounts and contacts associated with it. I hope to resolve this issue efficiently without having to communicate with multiple individuals and still not having clarity on the progress. Thank you, Mike Miller.

I have experienced significant frustration with Spectrum's On Demand services. Every attempt to access it directs me to the App Store for an upgrade, but no updates are available. The customer support chat took over 2 hours and yielded no solution, only a promise to escalate the issue. The feedback survey also failed to submit, compounding the waste of time. This entire process is unacceptable. I anticipate a significant credit on next month's bill as compensation for this ongoing inability to access the services I am paying for. Thank you for addressing this promptly.

On 2/21/20, a representative from Spectrum visited my house, convincing me to switch from ATT and return to Spectrum after being with ATT for 2 1/2 years. I agreed to the new bundled service rates as advertised and opted for a self-installation. Although my equipment arrived on 2/26, I only activated it on 3/1 due to an illness. Following an issue with the cable box not activating, a technician came on 3/3 and accidentally cut my home lines. Despite contacting the salesperson, the issue persisted until another technician came on 3/5 to fix the cut lines. On the same day, I received a bill from Spectrum for a higher amount than agreed upon. Being billed for services before activating equipment and being charged more than the advertised price is unfair and misleading. I request that my bill be corrected per the sales representative's promise.

Hello. I hope everyone is well. I have some questions about my account. I've been trying to reach out but haven't been successful. I applied for discounted services over 6 months ago. Recently, I noticed I was billed for internet only, no security, without notice of services being stopped. I'm disabled and rely on these connections. I need answers and assistance as my kids require internet for school. Thank you. I previously inquired about services years ago and the associate mentioned it might not work due to speed requirements. I am still in need of the service for my family. Thank you.

I arranged for new internet service at my residence on Monday, 3/23 over the phone. Specifically, I only requested Internet Ultra ([redacted] mbps) and did not want TV or phone service. Yesterday, a technician arrived at my home and informed me that I was signed up for Internet, TV, and phone. Despite my refusal, he advised me to proceed with the service call. He explained that if he removed the TV and phone services, he would not be able to install our internet. He suggested I contact the company to remove the unwanted services. I have been holding on the chat and phone lines for over 75 minutes without success in cancelling these additional services. I am frustrated and seeking assistance. My account number is [redacted]01, and I am Amy Rottinghaus. Kindly remove all services from my account except for the Internet Ultra, as originally requested. Thank you.

Since a weather outage on July 3rd, [redacted], I have not had cable services despite changing DVR boxes multiple times at the request of rude representatives. Even after explaining my situation to them, they insisted I pay without resolving the service issue. The technical department confirmed I had no service, yet the representatives disregarded this. A collector offered to pay half of my bill to restore services, which I declined as it was not the right solution. I refused to accept the offer due to threats and dishonest practices. Spectrum has mishandled my account, affecting my credit rating and causing immense stress during my recovery from health issues. I have documented every detail of this situation and will dispute the charges I do not owe. Spectrum needs to be accountable for their actions and reimburse the money I paid for a service I did not receive. Their treatment of elderly and ill customers is unacceptable.

I have had service technicians visit my home several times without resolving the ongoing issues I am experiencing with my TV service. Despite being told I needed a router and cable box update back in February, this has not been completed. The latest technician only replaced the outside cable, which did not fix the problems. Due to my health issues and upcoming knee replacement, it is difficult for me to continuously deal with frozen screens, menu restarts, channel changing issues, and manual cable box resets. I provided all this information to the service representatives via phone but each time a technician arrives, they seem unaware of my situation. I am frustrated and feeling ignored. Please contact me using my mobile number, [redacted], for a resolution as soon as possible. Thank you. ~ Sally Bryan

As a long-time customer of Time Warner/Spectrum, I have noticed a significant increase in my monthly bill over the past year. In March [redacted], my bill was $[redacted].40, and now, one year later, it has reached $[redacted].70. Despite my satisfaction with the services provided by Spectrum, I am disappointed by these frequent hikes in my bill amount. The explanation that my "promotion" has expired seems unsatisfactory, especially when my channel lineup has remained unchanged. Over the past year, my bill has varied from $[redacted].40 to $[redacted].67 to $[redacted].33, and now $[redacted].70, indicating inconsistency in billing practices. When I inquired about this with customer service, I was informed there are no new promotions at the moment, and the pricing changes monthly, prompting concerns about the need to call monthly to prevent bill increases. While I value the services Spectrum offers, these continual increases are concerning. I would appreciate assistance in finding a solution that allows me to maintain my current services without facing such frequent price adjustments.

My experience with the representative who came to my door to set up the new plan was frustrating. They provided inaccurate information about the streaming services and data plans. I was misled about the efficiency of streaming using the "by the gig" plan. I was under the impression that I could seamlessly bounce between Spectrum WiFi towers for $14.99 per month, totaling $[redacted].00 for four lines, but this proved to be impossible. We were placed on an unlimited plan that costs $49.99 per line and gets "throttled" after reaching 20 gigabytes on one line. Moreover, the promise of receiving a new SIM card was unfulfilled, leading me to use an old SIM card from a returned phone. I was later informed that my current phone was incompatible, despite using it for two weeks. This forced me to purchase a new phone. The supposed buyback process for the phones did not happen as promised, leaving me without proper documentation. This has resulted in the loss of 90% of my phone numbers, contacts, and hundreds of cherished photos, including valuable memories of my late mother's battle with cancer.

I have had two cancelled mobile phone orders due to errors on Spectrum's end. Despite several attempts to resolve this over the phone, I was repeatedly hung up on. I am requesting a technician to collect all cable boxes and related equipment for television and LAN phone services from my home. Going forward, I will only require internet service. I have spent a significant amount of time on hold and being hung up on over the past two weeks and do not wish to continue dealing with this issue over the phone. Please arrange for a technician to remove the equipment and refund the money that was written off for the phone purchase.

Yesterday, a Spectrum technician visited my house without a work order, so I didn't allow entry. The Furbo camera recorded the incident. Later, when I wasn't home, the technician returned and my roommate, who is not a Spectrum customer, let them in. I contacted Spectrum; however, today, they didn't take the video seriously. I need to report this unauthorized entry to the security team. I want the employee responsible for this dismissed. Please provide me with the necessary contact information. I am deeply concerned about the breach and want to ensure it doesn't happen again. Thank you. - J. DeMatos

I returned my cable boxes and cancelled my TV service today due to the high cost of Spectrum's Expanded Basic service. While waiting in line for an hour, I was informed that Spectrum would not prorate my May bill, which isn't due yet. I only expected to pay for the service until the end of April, not the entire month of May. I proposed using the balance to offset my internet and phone service for the following month, but I was surprised to hear that proration is no longer done. I tried to speak to a Manager but was told no one could approve it. As a long-time customer, I am very disappointed with how Spectrum has handled this situation. Libby L. Acct [redacted]

I recently upgraded to a Spectrum plan that includes equipment from a previous Time Warner Cable plan. I replaced one of my DVR boxes with a newer "Spectrum201-T" model. I have it connected to the TV via HDMI cable. However, I am receiving the message: "Upgrade to Add Channel - Your current subscription package doesn't include this channel. To upgrade, press the OK button on your remote." When I try to upgrade, I get a message saying "Instant Upgrade Unavailable - We're sorry, Instant Upgrade is temporarily unavailable. To upgrade, call us at [redacted]. Reference Code: GIU-[redacted]." I have run a signal test and rebooted the new cable box, but the issue persists. Can anyone provide assistance with resolving this?

I encountered an issue with the TV remote set up by the Spectrum Serviceman three weeks ago. On Friday, 5/1/20, when I tried to turn on my TV, it didn't respond properly. Instead of the usual screen, I received a message stating an upgrade was needed for channel 7 to work, a local channel. Furthermore, the screen kept switching to different channels randomly. After checking the connections and confirming other TVs were functioning, I contacted Spectrum for assistance. Unfortunately, after 39 minutes on the call, it got disconnected before a resolution was reached. Their technical suggestions were confusing. I'm an 80-year-old woman following quarantine guidelines. Please contact me at [redacted] to address the issue with the TV. The account is under the name Jim Bakke, and I can provide the address in Dover Estates, Orlando when necessary.