Spectrum.com
Reviews and Complaints

I got internet service back in Dec. 16 2015, I paid in stallion fees and whole yr pmt. Guy came and ran temporary cable that goes across my garage, yard across back yard gate and side port. he said they will come and bury cable in a week. I waited thinking it is winter so finally I called in March. I was told someone will be there 7-10 days no one showed up finally I called every 7-10 days time given by them and asked for supervisor she escalated it guy came ran cable from other side of the house coiled cable to side of the house on other side never came back to bring it around the house to the junction box. so now I have both side of the house cable is there I called numerous time spoke to supervisor again I was told someone will be there last week no one showed up. horrible service. worst part is that on their corporate website there is no contact info to get to some one higher up.

if anyone knows contact info please provide it. I am sick and tiered of dealing with them sad part is that where I am there is only two major provider at&T they have slower internet. charter sucks

I have sold my house and the buyers had called to set up cable. I own the house for another 8 days and did not call and ask for disconnection as I need internet until I move. For some reason WITHOUT calling or notifying me all my service was disconnected on August 30. After 3 1/2 housr on the phone and being transferred several times with Time Warner I was told it could be days to get service back. As they did not know how to go about getting my service back They had to canel the new people and re enter me into the system. It took over 24 hours till I had segcie again.
As I am in the middle of closing on to houses I could not access any closeing paperwork I needed. Banking information I neded to set up or answer any questions from the movers. This has affected my close and move. I did not authorize this and TWC should have called me to approve this from the buyers. Otherwise anybody can call and change anyones service. I also want credit for the time the cable, phone, and internet were off. Also they could find no info in their system about my account when I called. I have had this account for 15 years.

I cancelled Time Warner Cable services in March of 2016.
My reason for cancellation: ever increasing costs of their services
very poor quality of cable TV and their inability
to repair it.
Their equipment was returned to them at the same time.
Two months later my wife realized they still charging us and using automated withdrawals from our checking account to the tune of $350.63.
"Theft in progress".
We put stop to it by informing our Bank about unauthorized withdrawals.
After a long hustle with Time Warner and a stupid "exit interview" they insisted upon Time Warner finally agreed to refund money they stole from us.
Their refund check for the full amount came a month later and we considered this matter closed.
August 26, 2016 we received a bill from Time Warner for the amount of $350.69 demanding payment for service period 08/21-9/20.
I cancelled their serviced on March 2016! Services were all paid for then.
I called them asking who is the person coming up with this gem of a stick up.
I was informed to pay this bill. Bill for services we did away with months ago.

Before purchasing and having moved into my home less than 2 weeks ago, I contacted Charter to verify that I could get internet/phone/tv services. The house is 1/2 mile from the road (neighbors have Charter). I called 2 different times prior to purchasing this house to make sure this would not be a problem to receive services at no or minimal costs beyond the $34.95 activation fee and was assured by Charter that it "shouldn't be a problem, seen way worse, pretty straight forward, etc." even though I explained in detail how far the house we were interested in purchasing was from the road. Since my husband works from home, this was extremely important to us! We bought the house and moved in only to be told upon installation we were too far from the road! It would have to go through a survey, construction dept., etc. Charter responded they would pay $3, 000 of the over $20, 000 to install the line, leaving us over $17, 000 to pay ourselves. After speaking with several different people, the last being Harold McNeil, and being made to feel stupid, that is the best Charter can do? Or, according to Harold McNeil, "We could get satellite!". I explained we could pay the additional costs for the 2 amplifier boxes, the cost for the same type of line that is run in the street, and trench/bury the line ourselves, with the material costing under $7, 000 (and that's an exaggerated price for material). We only ask that Charter hook it up on both ends -- at the power post on our next door neighbor's lot and at our house. Charter won't allow us to do that saying they have to have contractors come out and bury the line! Who in the world has $17, 000 to pay Charter (or any other company) to install an internet/phone line?! Harold McNeil, Manager of Field Engineering, was nothing more than a technical guy spouting off how expensive the material was and all the different connections and how they have to contract out for a construction crew, etc. "Do I not realize how much that costs?!" They even had the quote wrong, saying we had a cement driveway to go under and 5 consumer energy posts that would have to be replaced at the cost of $2, 500 each (additional cost). We actually have a gravel/dirt driveway and the whole job should be done underground, running from the original power line post at the neighbor's house, up the side of our driveway, to our house. I reiterated to Harold that we would do the work ourselves if Charter could just connect it and allow us to purchase the material at cost. We would sign waivers or whatever was needed to make Charter not liable for the laying of the line. Charter won't allow it! My husband is a mechanical engineer and has worked in the electrical/electronic automotive business (mostly wire harnesses) for 30 years, not to mention wired our past homes for electrical and cable and installed electronic fence wiring around our previous home's entire 7 acres with not one issue ever.! Yet we aren't capable of doing this?! We have a friend who is an expert in this field in a neighboring area who told us this was a load of crap and we are being completely overcharged, Charter just doesn't want to do the job. He would come do it for us, but not being contracted by Charter, they still would not give us service! I don't understand how Charter will not give consumers the proper support to make this an affordable job in order for the consumer to access their services. How in the world is laying 2, 200 feet of line and hooking up 2 amplifier boxes to both sides over $20, 000?! It would be free to hook up from starting point to ending point if my house were within 300 ft of the power line, so that part of the hookup should be free. Harold told me they wouldn't have a return on their investment in the next 72 months, so not worth it to Charter. If I sell the house, I don't get that $17K back, but I guarantee any new owner would want and use Charter's services! Harold McNeil told me not everyone uses or wants the internet! I do not know a single individual that doesn't use or want it! I can't even email Charter directly with this complaint because Charter Communications does not have a public email address for complaints! I can't say how disgusted and disappointed I am that this enormous company who makes millions of dollars, refuses to try helping a consumer get internet and telephone service! Adding insult to injury, our Verizon cell phones (best in area) don't get good reception at our house, and we can't get a booster because we have no internet! On top of that, AT&T will not reinstate service at this house because they are getting out of the landline business. I was told to find another landline carrier in the area to have telephone service turned back on! In other words, in case of emergency, we only have sketchy cell phone service! God forbid one of us has a heart attack from all this stress and no way to reach help in time! As stated earlier, my husband works out of our house and it is crucial to have telephone and internet services. We would have NEVER purchased this home if I weren't assured by Charter Communications Spectrum that it wouldn't be a problem to get their services here WITHOUT PAYING OVER $17K! You should teach your sales people that every house should be surveyed, not just googled by the sales rep trying to get another sale! The decision to purchase our home was impacted by Charter's confidence that the hardline would be installed with no problem, not to mention all the mailings from Charter that the previous owners and we continue to receive. The responsibility has been shifted to us as the homeowner with next to no responsibility from Charter! Thank you so very much Charter Communications Spectrum for not helping resolve this issue in a cost-effective, fair and timely manner! We thought we were living in America!

ive had time warner for 4 yrs now and ive always paid my bill the same time every month for the entire time ive had them.then I noticed on my bill the due date had changed.so I called a representative and she explained to me that as long as I paid by the 28th I would be fine.so I paid on the 27th.got my usual e mail confirmation on the 27th that day.then I received a letter from time warner stating that I needed to pay 262$ by the 13th.so I called talked to another representative and she told me to call again on the 13th so I would not get n interruption to my service.well all they did was give me an extension till the 18th.so I called again on the 15th.talked to a representative and she told me I neede to pay the entire balance of 262$by the 20th or there will be interruption to service till I pay.i explained to her that I do not get paid till the 23rd.then she talked to a supervisor and she told me that if I paid 146$ by the 20th id be fine.again I told her I do not get paid till the 23rd and that's not possible.so out of frustration on my lunch break that day I went to the local time warner office.he put in notation my scenario and told my to talk to a supervisor to try to change the date.so one more time I call and the representative ended up telling me that I needed to give them my credit card info to hold till I received my pay on the 23rd.i yelled at her and w a few explicatives said this is no way to treat a loyal customer of four years and hung up on her.then I maid my last call at 5:36 in the evening and spoke to another representative named Jason.he told me I needed to pay 146 by the 30th and id be fine.im hoping this is correct because I was told several different answers to the same problem.should have been taken care of by the first representative who explained to me that as long as paid by the 28th .I was fine
very displeased
Kenneth fiandaca
account#[protected]-001

In early June, 2016:
I had Dish TV service and when speaking to a Charter representative about another matter I was asked if I wanted to switch my TV service to Charter. I told her that I had a contract with Dish and would have to pay an early termination fee if I switched. She told me that Charter would pay the early termination fee. She told me about the required form, where to find it online and before I approved the switch, I looked over the form and read the rules printed on the form. (https://www.charter.com/Landing/mycheck/2231_Contract_Buyout_Form_English_500_CT.pdf)
The rules state:
"©Charter Communications. Offer available to qualifying customers only who have not subscribed to Charter TV services within the previous 30 days and have no outstanding
obligations to Charter. Forms must be received by Charter within 60 days of installation of the Charter Triple Play. Check amount will be determined by the early termination fee on the final bill from the previous
provider, not to exceed $500. If email is not available, forms may be mailed to: Charter Communications, 11 Commerce Rd, Newtown, CT 06470.
ATTN:
Strategic Accounts Team. The check must be redeemed within six months from the date of issuance or be rendered null and void. Entitlement to amounts tendered
is strictly conditioned upon timely presentment. Failure to present the check for payment within such period shall result in forfeiture of the amounts tendered and reversion thereof to Charter Communications."

I fully qualified according to the rules printed on the buyout form so I cancelled my Dish service and was informed by Dish that the early termination fee was $120.00 I approved that only because Charter would be paying the $120.00
I filled out the form, attached the final Dish statement, as required and emailed it to the buyout email address; ([protected]@charter.com). Several days later I was told by Charter that my buyout request was denied because I had used the buyout 2 years before. I explained that nowhere on the form did it say a word about not being not eligible if I had used the service before. Their answer referred me to another completely separate and previously unmentioned site that stated the buyout could only be used once. I appealed their decision and the appeal was denied.

Charter has every right to make a "May be used only once" rule but that rule needs to be on the buyout form and *NOT* on some other obscure website that no one knows about and is only pointed out later AFTER the request is submitted.

Bottom line: *ALL* rules should be on the form that Charter requires to be filled out to receive the buyout, not just *SOME* of the rules.

I've had time warner since early 2016. My services were 89 bucks for all3 services. I got hurt, had to take off work, one income in our house, and to get it switched to just the 30 meg internet, they want 65. That's a rip off, I Will be leaving them soon. Stay away from them. They Will give you rates to get you in, but screw you when you can't go in their terms. I'm done.

I upgraded to the DVR recently - my friends were saying how they enjoyed it. When the service rep came, he briefly gave me instructions on how to use it. I didn't ask too many questions, assuming the information he handed me contained detail instructions- WRONG!. I couldn't believe it - they expect you to log-in on "my account" to find proper instructions on how to use it. Lets take this slow - your watching TV - trying to figure out the DVR features, you then need to go into another room ( in my case), then navigate their website in order to find the instructions you need. Did they put a disclaimer on the sales pitch that states "in order to use the DVR and learn how to access all the functions a computer is required and expect to be inconvenienced while navigating the website!".
In other words - they are too cheap to print this, they then can monitor your activity while on the website to sell you more services. When I called costumer service to ask them to print the instructions (why waste my paper and ink) they laughed at me or sent my information on to sell more services.
The other reason I ordered the DVR - is because I received a notice from TWC that I had "leakage” and they threatened to shut the service down if I didn't call. This was 3 days before Christmas and a g-tag on my door with hardly any information then the 800 number. Again, I call - the 800 costumer service line - reps didn't know anything and I could not understand them. .
Where do I charge TQC for wasting my time? The “leakage" was no more than bad

It really frosted my #, when the reminder card implied I was forgetting some thing? I called and cancel my bundle; your person! "was to send me return box and labels." i've waited about 2 weeks no return kit!.. Then you imply this is my error! Then I have to use my cell; my minutes to call you after receiving the rude card! It was the poor quality workmen ship of your person... Not me! Is why you have not got your equipment back! You lame very lame mentality wise people need to rethink your correspondence with customers! For this reason the way your card implied my ability to follow through on the cancellation, as if i'm trying to steal your boxes! I will never use your company again! And nor will any one I know!
Valerie emerson 109 church st. Apt 121 east tawas mi 48730; acc; [protected] ref # on insult card; [protected]

You got to constantly watch you bill like a hawk with these guys. I called today to find out about yet another billing increase. After I got a hold of a Representative (and to his credit he seemed nice and polite) who told me that my promotional offer on my DVR had expired. I pointed out something called "Variety Pass Plus" had been added to my bill and asked him what that was. Well this is about 6 channels that in no way I would be watching. He told me it was added to my bill starting June 16th and would remove the charges. When I asked how got it was added in the first place he was at a loss to explain. He stated well the last time you called was in February, so he didn't know how it was added. Oh, and when I had called in February I was informed I was paying for Spanish Language programing. I don't speak Spanish.

We had decided to change our internet provider, but did not have a cable line so asked Time Warner to call my husband to set up an appointment to dig on a Wednesday or Saturday since my husband was home on those days and knew where lines were buried. They did not instruct us that we needed to get someone to locate lines prior to them coming nor did they send a locater. They did not call my husband as instructed (on two occasions) to set an appointment and came on a Monday when no one was home and dug for the line. In the process they cut our sewer line and our telephone line and refused to do the repair when we told them we would no longer be using their services since they did not follow our simple instructions. We had to call people in to do the repairs and they say they will not pay for it. Our intent, if necessary, is to obtain legal counsel and resolve this issue. Hopefully they will refund the money we paid to them, but that remains to be seen.

So, I have been with charter for two years now and have never missed a payment up until recently when some losses happened in my life. I have been trying to pay my bill with what I can and I'm only a hundred dollars behind. So, I guess they take it upon themselves to call me 15 to 20 times a day every day until it is paid in full! For one, I work nights and they are making it impossible for me to get any sleep for the work night I have ahead of me. I have made arrangements with them when I will be in to pay and I still receive all these calls. I am almost to the point of disconnecting my phone jack because of them. But then, god forbid there was an emergency and no one could get ahold of me. A double edged sword I suppose. Is the harassment necessary? I mean I am an able bodied adult and obviously I know and am aware that my bill is over due. I dont need 30 reminders within 2 days! Don't they understand life throws unexpected curves at people..sometimes for the bad?! I'm thinking of definitely switching companies and definitely would not recommend them to anyone who wants to keep their sanity.

I have been a Time Warner Cable Customer for since 3 years, and I just transferred to another apartment. They came to install my new services, but it never work. I contacted them and Risk Management said that I had a bill of $126 from 2013, which is a Lie because I always set automatic payments. They said that I didn't give a forwarding address, which was another Lie, because when I moved from that location I started new service at my new home, so of course they had my address. I transferred to 3 different locations throughout the 3 years due to my work. I have never had any issue until now. What's the most bogus of this situation is that the supervisors in the Customer Service Department sees their mistakes and has apologized for their mistakes, but Risk Management refused to see the notes that was clearly put in front of them. What they don't know is that I have a friend that works for them who sent me a screenshot of the notes, and they Lied again and said that there wasn't any notes. They are such a big company, but they just had to lose a loyal customer that paid by automatic draft every bill. They are a monopoly in my area so if I didn't comply with their bogus charges, that they can clearly see was a mistake on their end, I wouldn't have services. I paid them the money that I didn't owe, which is theft. The reason I made the payment because my daughter is in high school and needed the Internet. To end, I recorded the call, when I informed them of that, they hung-up on me, so I called back and didn't mention that my phone was recording, because I want people to hear the truth. Anyway, after my daughter graduates in 2 weeks, I will be cancelling.

I notified Time Warner Cable in writing to cancel service effective 15 Jan 2016. I am still receiving bills 3 months later after a lengthy process to try and get service cancelled. I have paid extra months service, but no more.

History of communication with Time Warner Cable:

12 Jan 2016: Written notice to cancel service on 15 January 2016
11 Feb 2016: Received another full month billing and sent in full payment with another written notice to cancel service.
18 Feb 2016: Contacted customer service to confirm service was cancelled Customer service confirmed service was cancelled and account was paid in full.
10 Mar 2016: Received another billing for service.
11 March 2016: Contacted customer service to confirm service was cancelled. Customer service confirmed service was cancelled in Feb 2016 and there was no residual billing.
10 April 2016: Received another billing for partial service.

Corresponding with Time Warner Cable in writing and by phone to customer service for 3 months and still receiving bills. There is not much positive I can say about Time Warner Cable. TWC takes your money and has trained their personnel to engage in fraudulent practices. There is no mistake, no poorly trained personnel or lowly customer service agent. This is deliberate and willful training to defraud their customers. I had service with TWC for over 14 years and this is how the company chooses to conduct business.

Sorry Time Warner Cable, I moved out of your service area and will not pay any additional amount or continue to respond. I put it in writing and returned most recently received bill. Customer service has verbally confirmed the account is closed and there is no balance due, but bills keep coming. Grace has been given, but TWC has an abusive view of their customers. Does Time Warner Cable really need to conduct business in this manner? I was a paying customer for over 14 years.

I have been a long time TWC customer and am sick of the billing games. I keep noticing that my bill will creep up over the months for no other good reason but for the company to hope I don't notice so they can rake in the $$. Customers beware they are unscrupulous.

Time Warner Cable in Austin Texas continuously increases their bill on existing long term customers until you bring equipment back to their local store. Do not bother calling customer service and attempt to have your bill lowered because the people answering the phone have no authority to reduce the bill but instead have a standard set of scripted answers about "unfortunately" having to increase the bill. However if you bring equipment back to a local store and complain loudly, the personnel at the equipment store are often able to restore the discounts. This is a very inconvenient process of threatening to cancel services in person ever one to two months. Unfortunately, other high speed internet providers are not available in all neighborhoods and time warner knows where they have limited competition. While they use this unethical business strategy they probably have calculated that most customer will reluctantly pay for the price increases until another provider is available. I'm looking forward to the availability of Google fiber and AT&T fiber options in the near future.

I am a current Charter Customer (although I never will be again). I am moving and wanted to determine if Charter offered service in my new location about a mile down the road. I spent 26 minutes on the phone with these uninformed, rude, condescending, abrasive, clueless people and still did not get my question answered. My question: "I would like to have the contact information for someone local who can tell me whether or not charter services in my new location and if not, what my options are." Seems like a pretty easy question doesn't it? I was told first that they don't have anyone local to whom they could refer me and when the implausibility of that statement became obvious, they told me that they just can't give me that information. Really? They service about 10, 000 homes here and they dont' have a single person to whom they can refer me for information? The worst part was the 4th person I was sent to - a foreign sounding man in the "Serviceability department" (what a joke) who interrupted me every time I attempted to speak. You know that kind of person whom just starts to talk in the middle of your sentence and so you stop and they continue. And then you decide to see how far they will go and when they interrupt you, you just keep talking and they NEVER STOP TALKING. He did that again and again and then he just hung up on me!
CHARTER, YOU HAVE SOME SERIOUS WORK TO DO IN YOUR "CUSTOMER SERVICE" DEPARTMENT. I'LL NEVER USE YOU AGAIN AND WILL TELL EVERYONE I KNOW ABOUT THE POOR SERVICE, ASTOUNDING LACK OF INFORMAITON AMONG YOUR CUSTOMER SERVICE PEOPLE, AND RUDE, SULLEN AND DISDAINFUL ATTITUDE OF YOUR "CUSTOMER SERVICE" EMPLOYEES.

On 2/18/2016 I had time warner deduct a payment from my checking account in the amount of $169.45 which they did, On 2/22/2016 I was checking my bank account and noticed a second $169.45 deducted from my account from time warner I called and the person on the from which could not speak English very well told me that he would setup for it to be returned to my checking account by Friday, As of today being Monday it is still not returned to my account, so once again I called customer service and told they would try to return which will take till Friday. I don't even want to pay my bill online anymore, if I could do without cable I would cancel today.Their customer service is the worst they give deals to new customer but can't give the same to their customers they have had for years.

My internet service has always been poor, starting Sept 2014, i could sign on forvapprox 30 seconds before being dropped, this went on until Sept 2015, numerous phone calls, service calls and lies, stating its my ipod, needed software update on modem, services working fine, very frustrating, my ipod worked fine at numerous other locations. Charter has 2g/5g blended signsl, had outside source test it, split signal, 2g not working, could only stay logged in average 20 seconds. Armed with thus info charter admited signal not working, promised the additional six month credit due if i allowed an all day service call, three different teams, who also admitted 2g signal not working. I have yet to recieve the additional 6 month credit, Julie Danielson, VP Customer Support [protected], at her job less than 2 months, says she has final say, will not provide superiors contact info. Over a year and half aggrevation, frustration, abuse by charter, unethucal and immoral. Im not asking them to GIVE me anything, looking for the 6 month REFUND, not credit still due for services charged for but not provided. I didnt want, nor could use 5g signal but was forced to purchase with 2g signal at $59.99 per month, blackmailed to continuously pay for, or my other services would be subject to disconnection. Not only was I promised this credit/refund, i agreed to waste a day of my life in order to receive it, still have not received it, now supposedly given the final word by this incompetent, immiral, unethical imbecile Ju, ie Danielson. Its pretty cut and dry it unethical and immoral to charge someone for services not provided, yet then to promise them it and later veto it. Charter should be held accountable, not only am i rightfully entitled to this refund, I was promised it, I also feel I should be compensated fir all the time they wasted, hours upon hour, upon hous of calls, hours upon hours of service calls, the constant frustration, waste of time driving to McDonalds to use free internet while laying charter $59.99 per month for internet that did not work, plus all the abuse I have been subjected to by charter, while the imbecile Julie Danielson's title, claims to be vp of customer support, she's clearly in collections, hasnt been at this position even two months, last job omly lasted ten months, prior to that worked in collections for Macy's. Big problem at charter, no customer support, treat all there customers as collection agencies treat people, no wonder they have the reputation for the worst customer service in US, and had to file bancrultcy, apparently still have not learned their lesson.