Spectrum Customer Service Issues

I recently contacted customer service because my services were unexpectedly cut off today. They had assured me two to three months ago that they would avoid disconnecting my service until after the third of the month. Unfortunately, they did not honor their promise, and it seems they prioritized the $5 charge for reconnecting services. I have been a loyal customer for over a decade, and my bill is consistently high. The treatment I received was subpar; I was informed I would have to go without internet, TV, and cable until 1 a.m., which is when my social security funds are available. This level of service is simply unacceptable from any company. I have requested a reduction in my bill, as I feel compelled to switch to AT&T, who is offering the same services for a guaranteed $49 a month for two years. My current bill reaching almost $[redacted] per month is exorbitant, particularly considering my fixed income from social security. I strongly believe my loyalty deserves better treatment, and if my bill is not adjusted, I will have no choice but to take my business elsewhere.

My mother ordered a modem a few weeks ago, but we are facing issues as we don't have lines to connect it. Despite being told by the representative that no lines were needed, the installation requires them. A technician came, but he only handles inside work and we still lack the necessary lines. With no clear timeline on when the lines will be installed, waiting for over two weeks seems excessive. On top of this, receiving a bill for a service we can't yet use is frustrating. We are unsure if anyone will come to set up the lines or if we should consider finding a different internet provider.

I enrolled in Spectrum Mobile in July 3, [redacted], and obtained a Samsung phone on a monthly payment plan. Unfortunately, the phone malfunctioned on July 17, [redacted]. When I visited the Spectrum store, they explained that their exchange policy only covers 14 days, advising me to contact Samsung. Following Samsung's guidance, I shipped the phone to them. Upon its return on August 3, [redacted], I learned the phone was irreparable. I now have a phone service without a usable device and struggle to find a resolution with Spectrum. I have been a loyal Spectrum internet customer and value the Spectrum mobile service, but I am unable to use it without a functional phone. I am reluctant to pay for a phone that failed within two weeks or during the period without a working phone. I may have to cancel all Spectrum services if a solution is not provided. I urge Spectrum to offer me a working replacement phone and credit me for the time without service.

To whom it may concern, I have been a Spectrum customer for several years with the Silver package, but I've noticed significant cost increases recently. Cinemax, which used to be included in the Silver package, is now only available for Pay-Per-View, yet my bill hasn't decreased. In the past, I had DIRECT TV and they also raised my bill almost every month by $5. It seems like many American companies take advantage of their customers by increasing prices without warning. It feels like in your boardroom, there's a motto to "screw the customers" as you continue to raise prices while already enjoying luxury cars and mansions. I didn't even receive a notice about the ongoing increases in my monthly bill. Thank you.

My son, Michael B Shutt, residing at [redacted] E Bigelow in Upper Sandusky, Ohio, has recently received a bill with an increased payment to $[redacted].42. Michael, who relies on social security due to being autistic and having OCD, faced additional challenges after undergoing heart surgery in November and losing his job to COVID. As he is on a fixed income, this rise in charges is unmanageable for him. Television serves as a vital source of comfort and routine in Michael's life, especially sports programs like Golf, Hockey, Football, and Game Shows on networks like ESPN and GSN. Losing access to these channels would greatly impact his well-being. We kindly request your assistance in reducing his bill to ensure he can continue enjoying his preferred TV content. Otherwise, he may have to cancel his Spectrum subscription and spend more time at our residence nearby. Your understanding and support are greatly appreciated. Sincerely, Michael C Shutt, Michael's Dad, at [redacted] East Bigelow.

I have been experiencing ongoing issues with our cable service for almost three weeks now. Despite multiple calls, signal resets, and two technician visits within a short span of three days, the problems persist. Paying $[redacted].00 monthly for a service I can't fully utilize is frustrating. I've noticed that every time a new resident in a nearby condo gets cable installed, our service is disrupted. Unless this recurring problem is resolved promptly, I will have to consider switching providers. I have been a loyal customer and would appreciate assistance with this matter. Thank you, S. Ross

Hello, I am reaching out about a problem with my bill. I was supposed to receive a one-month credit on my account due to a service disruption that lasted over a month. Despite multiple calls to technical support and promises of a technician visit, my cable, internet, and phone were out of service for a month. As a result, I was expecting a credit for one billing cycle, but I have not seen it reflected in my account yet. I also intend to change my services as I was promised phone, internet, and cable for $90.00 a month, yet my bill consistently shows $[redacted].00 after various charges. This discrepancy feels like false advertising, and I would appreciate it if someone could address these issues promptly. Thank you.

My 91-year-old mom is a Spectrum customer for voice, internet, and cable services. Recently, she attempted to switch her home phone to a cell phone through Spectrum mobile on 8/10/20 but wasn't happy with it. I contacted Spectrum on 8/15/20 to revert her home phone number back but encountered several issues. Despite multiple calls and assurances that her home phone number would be restored, there have been complications. Her cell phone now has a new number assigned on 8/15, while her original home phone number is still not functioning correctly. After numerous hours on the phone with customer service, her home phone number was supposed to be active again by August 31st, but there seems to be a mix-up as it's now showing as a Verizon number. I am frustrated by this situation and seeking assistance to resolve the matter promptly.

I terminated my service on August 12, [redacted], and returned all equipment at the store. Despite cancelling over the phone earlier, it seems the message wasn't relayed. Upon getting my bill for the full amount until September 7, [redacted], I contacted customer service on August 17, but was asked to call back in 5 or 6 days for processing. A week later, I tried to access my account online only to find it cancelled. After another call, I was informed the full payment was due as there's no proration. I expressed concern over paying for service not rendered for nearly four weeks. However, Spectrum's policy remained non-negotiable. I'm willing to pay until August 12, [redacted], but not beyond.

Today at around 2pm, my internet connection suddenly went out. I live in a new building and have Spectrum fiber internet set up through a Nokia (Alcatel) modem, which then connects to a Google Nest router. From there, I have a TP-Link Ethernet switch for some of my devices. The issue seems to be at the modem as only the power and 'fail' lights are on. I've tried restarting it and checked the fiber cable connection to no avail. My building's supervisor confirmed others have no outage, and my account shows no payment issues. As a software developer, not having internet means I can't work in our remote setup. I really need to understand why this happened, prevent future occurrences, and most importantly, have it fixed before work starts tomorrow, ideally by 10am.

I've been dealing with Spectrum Mobile for over three days concerning three Samsung Galaxy devices. The one that needs urgent attention is related to a tracking issue resolved by Devi, who is Nathan's superior. I received one SA11 on August 26 when it was actually shipped on August 24. Spectrum must consider starting the return policy timeline from the actual delivery date of August 26 instead of the shipment date for ethical reasons. I am yet to open the phone, and we had discussed returning it during a call on September 8. We purchased the phone along with others through Spectrum Sales on my main account. My brother, who the phone is intended for, is in Arizona due to unforeseen circumstances as we are both over 60 and disabled. Spectrum's return policy needs to be more flexible and considerate in situations like ours. If needed, please contact me at [redacted].

I am Fabiola Corona and I am trying to address an issue regarding a credit on my account dating back to May [redacted]. Despite my efforts, I have been wrongly billed and informed by Spectrum that they can only issue credits for the past 60 days. As a loyal customer of Spectrum, I find it unfair that I am being penalized for not closely monitoring the actions of Spectrum's employees. Moving forward, I will ensure to review my bills more carefully, as I have learned about this policy. I am seeking assistance in rectifying this situation and requesting a credit for services I did not agree to, was unaware of, and did not use. I have encountered difficulties dealing with Spectrum's customer service and sales representatives, having spent numerous hours on the phone without a resolution. Despite my disappointment, I am unable to cancel my service due to my children needing internet for remote learning. It is disheartening to feel taken advantage of in this situation. I sincerely hope that someone will listen to my concerns and provide genuine assistance rather than following a script. In the midst of a pandemic and economic challenges, I am facing delays in receiving unemployment benefits, leading to financial strain. Spectrum added a landline service without my consent, and I believe I am entitled to a credit for this erroneous charge. I am determined to pursue this matter until it is fully addressed.

I have been a Spectrum internet customer for over a year and have always been satisfied. My husband and I recently decided to add TV service due to a promotional offer we received, which included $44.99 per service and a free Apple TV. However, this has turned into a frustrating experience. After adding the TV service on 08/27, I contacted customer service to confirm the details of the offer and was told the equipment would be mailed to me. After several weeks passed without receiving anything, I was shocked to receive a bill for $[redacted] without being able to use the service. When I followed up on 09/18, I was informed that no equipment or Apple TV had been sent. Despite arranging to pick up the equipment at a local store and being told it would be available the next day, I never received an email confirmation. After a disappointing chat with a rude agent on 09/21, I was then told on 09/22 that the promotional offer did not exist, despite multiple agents confirming it before. I am frustrated by the misinformation and lack of value provided, and I will be canceling the TV service. This experience has made me realize that customer service and the deals offered are subpar.

I have been a satisfied Spectrum internet customer for over a year. Recently, my husband and I decided to add TV service due to a promotional offer we received. The offer included a $44.99 price per service and a free Apple TV, which we found appealing. However, our experience has been disappointing. I added the TV service on 08/27 and confirmed the details with a customer service agent. Despite being assured that the Apple TV was on its way, weeks went by without any equipment arriving. Instead, I received a bill for $[redacted]. When I checked with customer service on 09/18, I was informed that no equipment had been sent. After multiple frustrating interactions, I discovered that the promotional offer I signed up for supposedly did not exist. This has been a frustrating experience, and I plan to cancel the TV service. I feel let down by the lack of value and misleading information provided.

I recently requested to transfer my service to North Carolina from [redacted] Eagle Pine Way in Rochester. The order number is [redacted]. I have a couple of inquiries: 1) I understand the phone I received will have a North Carolina number, but I prefer to keep my current number: [redacted]. I've given this number to many contacts during my move. 2) During my service order, I was told I wouldn't require a new modem since I have Hulu on my TV. However, I am having trouble using the TV without the modem to navigate the menu. I need clarification on how to proceed.

I had an incident at a Spectrum office in Clarksville, TN yesterday. Upon paying my bill, I was surprised to see charges labeled as private titles, which turned out to be on-demand charges for Showtime and Cinemax. I was unaware of these additional costs, especially as I already had a subscription including these channels. Despite my concerns, the representative, Ms. G, insisted I owed for them and did not provide a satisfactory explanation. After requesting to speak with the manager, the issue was eventually resolved, with the charges of $29.94 removed. However, upon reviewing the receipt at home, I noticed discrepancies in the current balance stated. I had paid $[redacted].66, thinking it would clear my balance, but the receipt showed a new owed balance of $41.39. I feel frustrated by this experience and question the customer service practices in place.

I was offered Apple TV to replace my cable boxes by Spectrum. I could own them after 2 years and return them if unsatisfied. I requested installation help, and Spectrum said it was free but asked us to open the box beforehand. Later, we changed our minds and tried returning them to the Spectrum store, but they directed us to Apple. We discovered the return label was missing when we looked for it in the car. The store rep had discarded it, advising us to contact Spectrum. Spectrum claimed we had to pay in full as we had opened one Apple TV. Despite being misinformed about opening the box, we were informed we would be charged $[redacted] for the unopened one. After many failed attempts to clarify with customer service, we feel compelled to pay the amount. This is distressing as we were given incorrect information and are now burdened with an additional charge of $[redacted] on top of our $[redacted] bill. It’s especially challenging for us as senior citizens. Would appreciate any assistance you can provide. The back and forth with the representatives has cost us close to $[redacted] for a product we never utilized.

I am a seasonal customer in Pinellas County, Florida. My account number is [redacted][redacted]. My address is [redacted] Carol Dr, Seminole, FL. Last spring, my wife and I left Florida early due to the rapid spread of the virus. We are both over 70 with underlying conditions, and we did not feel safe staying there. We had put our Spectrum service in seasonal mode for as long as possible. Given the ongoing situation with the virus, it seems unlikely that we will be able to return this winter. While we are okay with paying the $16 monthly seasonal fee, we cannot afford the regular $[redacted]+ monthly fee that will kick in, probably in December. Could you please let me know if it is possible to continue with the seasonal fee under these circumstances? If not, we will have to consider terminating our service. Thank you for your understanding.

My name is John Raunick, and I received a Spectrum box for Internet. Unfortunately, the cable connection to the box broke off. Although I haven't used the box yet, I attempted to fix the cable connection. I received a bill for over three hundred dollars, but have not been able to use the service due to the broken connection. I urgently need a technician to inspect the box and restore my Internet connection promptly. I have the necessary password and SSID to connect to the box, but there is no Internet connection. I would greatly appreciate it if you could provide a SIM card that is compatible with my LG Moto E4. Please assist me promptly. You can contact me via email at [redacted] or by phone at [redacted]. My address is [redacted] Miller Ave. Dayton, Ohio [redacted]. My IMEI number is [redacted][redacted]. Sincerely, John.

I visited the billing office in Fort Payne, Alabama this morning and encountered a very rude lady. Upon entering, she immediately told me they were closing in a week and questioned if I could not read the sign. I apologized for not noticing, to which she brusquely responded that I'd have to pay elsewhere. She then offered me a $20 internet discount for a year, to which I asked if the price wouldn't increase later. Displeased, she tossed my bill at me, insinuating I didn't want to save the $20. This encounter upset me, especially since she was the only one at the desk, with another lady at a different desk. Due to my husband's passing, I had to cancel our cable service due to limited income and just got internet. I believe the staff should not be so rude simply because I overlooked the closing sign. We've had cable service for over 45 years in my husband's name. I don't think such rudeness is necessary in your establishment. I was there on 11/6/20 at 11:05 am. Thank you, Merle S. [redacted] Second Ave, Valley Head, AL