Spectrum.com
Reviews and Complaints

My house's sewer pipe line was cut broken by spectrum's construction, caused sewer back up in my house, and complain from the neighborhood, we rent the equipment tried to drain the back up, but failed, so had to call workers to repair the problem. And found out the problem. We also informed the water department of the city to address the issues. All these damages need to be paid by spectrum.

My address:
2648 avenida loop
Irving, tx 75062
Phone: [protected]

So I have just wrapped up my one year service with Charter Spectrum here in Durham, NC and as it ended my initial internet rate of $44.99 has jumped to $70.99.
When I initially was looking for internet service, as I had just purchased a new home, I was very specific in dealing with them and needed my internet to be around $50.00/ month and they told me, when my initial service was up, just call back and we will work with you to keep your pricing where you need it. Well that didn't happen and as a matter of fact in dealing with them in chat and on the phone, their stance was, well your initial discount is over and it is what it is now and we don't have anything else we can do, so if you need to leave us, we understand. I feel duped, but more so feel like there is no customer service here at all. You get someone who not only pays their bill, but is happy with service and instead of creating loyalty, your ok with throwing them away with no effort. As soon as another provider is available in my area, I will be moving on and will make sure I let everyone I know, what "great customer" service you will receive.

I'm a Senior on a fixed income and with the recent Spectrum / TWC rate increases I can not afford my cable anymore. I really like spectrum and depend on it. I joined spectrum a few years ago and my SS has had very few cost of living increases. In the meantime my Spectrum bill has gone up almost 40% from $130 to $190 per month. As a Senior I really like the weather, history, hallmark movies, and to watch the economy on CNBC. I would assume there are many other Seniors in my current situation

There are often no internet connection. Specific dates are on file. The latest dates are 12/24/18, 12/25/18, 12/26/18
We have complained to customer service many times. Immediately after the complain the speed is fine - around 80 mbps - meaning equipment is working. But then the speed goes down.
The connection speed is 10 times less than promised and often even less
And I pay $86 per month for that awful service.
Account # 10303-[protected]-0001

I wanted to complain about the $1 increase in service without notification on the dec billing. I am suppose to be getting 200gb of internet and most days im lucky to get 75gb and you want to increase the rate? Sucky service if you ask me. If I call to get help its good for a day then reverts back to same old slow internet.

Kay renfroe
Indian trail nc

We keep getting charged from someone else's account from our bank account it's been reoccurring problem and has not been fixed. It's happened 2 months in a row and it's a big chunk of money. Your supposed to secure our information apparently it's not safe when someone in a different state is able to link to our account and I've made several complaints to fix issue and it's costed us.

My internet slows down tremendously for late payment but not disconnected. For 5 days I had little to no internet. However, Time Warner/Spectrum still charges me for internet even though it's not at the speed I paid for in my agreement. This practice is fraudulent. They have found a way to collect money from you without providing a service. I contacted customer service and was told by the representative that the mistakenly didn't remove the mechanism that slows down my internet even though I had already paid. I spoke to 2 departments who refused to provide any credit for this fraudulent practice because "they" have not seen any outages in my area and that I didn't call earlier. This is why I will never use Time Warner again. They are sneaky and unhelpful even when they are the ones to cause the issue. Sincerely, an unhappy and regrettable customer of Time Warner/Spectrum.

Original order date was July 3rd with an install date of August 20th. I'm a "planner" so I ordered service far in advance to ensure it would be available and operational by the time I moved in. What seemed so simple has been a complete debacle. I have contacted numerous people at Spectrum for resolution. Nothing has been resolved. I have talked to the local dispatch team and received their promises to "look into it". Nothing has been resolved. I have even contacted the local "bury" subcontractor who has shown no interest in completing the order. Apparently Spectrum doesn't hold their "bury" subcontractors to Service Level Agreements?

In a nutshell, the numerous install techs that have been sent to connect service quickly identify that a new wire needs to be pulled from the existing pedestal located directly across the street. This, apparently, is no different than all houses serviced by Spectrum located on my side of the street (and, as I have been told, is "normal"). The install techs have all been surprised that something so simple (and something that happens "all the time") hasn't been completed prior to their arrival...especially considering it has been reported numerous times.

So here is the Spectrum Groundhog Day I have been living for the past 2 months:

1) Installation appointment is scheduled
2) I take time off work to be present for install
3) Tech arrives but can't complete install because a line needs to be pulled from the pedestal to the house
4) Tech calls supervisor to request a ground bury crew bring line to the house
5) Spectrum calls me to reschedule installation appointment a day after ground bury is "supposed" to be completed
6) Ground bury doesn't happen, another install tech comes out and can't do the install, and the cycle repeats over and over and over again

We had internet put in back in May of this yr. Our cable line outside has not been buried yet and runs thru 3 yards. We have complained numerous times over the past couple months to have it done. They keep saying they will send someone out in the next week or so, but no one comes. My landscapers need to get my yard done and cannot put topsoil or grass seed down until they bury the cable. We have talked to numerous supervisors and people on the phone yet nothing is being done. This is getting ridiculous! This should of been done back in May. Now the ground is going to freeze in the next few months and can damage the cable cord outside, which is going to cost you guys more money to fix. I need this cable buried NOW.

On 9/6/18 I had called the customer service line and said I wanted to cancel my cable and was informed I needed to pay the past due amount. The rep stated I had until the 25th of september, I made my payment and when I called back to confirm I couldn't get through stating they were having difficulties, the hurricane had struck and I understood the box to send the cable back was not sent due to the hurricane. I called today 10.9.18 and the rep I spoke with said I would need to pay the past due part of the bill a bill that I shouldn't have received since I had and I know they keep track of calls. I had cancelled it a month prior but no box no return ticket nothing spectrum loves to just keep billing you. I just want to return the cable box and keep my wifi. If this can't be done without me paying more money for service I don't need then I don't want any service and I will find another company! Maybe north carolina needs to do the same as new york and kick spectrum out! All I want is to not be billed for service I don't need and being that I called a month ago and was understanding with the hurricane just cancel my cable and just charge me for my internet!

Dear Time Warner, I am a long time cable customer thru the different company changes at my same residence for 38 years, I have experienced continuous service problems since the change over, the boxes sent, one did not work at all, was told you would send me a new one, never received, called many times, only to be told again and again you would send a replacement, finally after Over a year of not being able to watch that tv at all, I was told you do not mail out that type box, I would need to go time warner to make the exchange, all this time I am paying for this box and am unable to watch that tv, the other box was continuously going out and had to be rebooted, the cable was out a lot and at the most in opportune times, I got weary of calling Time Warner, It finally quit working at all. There is very old cable in our area, was never buried properly due to treed hillside and rocks, and some has layed above the ground since the 80s, I have told them this many times that I was sure that was some of the problem. I work two jobs so scheduling a service call was near impossible, I attempted on four occasions to exchange boxes at your center, but was unable to do so due to the long wait and had to go to other job, finally scheduled a service call on a Sunday evening I was off, service tech did not show up, when I called you, I was told it was scheduled for a Sunday, I clearly told the lady I could not be at home?, I had enough of paying all this time for something I was not getting anything for, so I returned your equipment, canceled my service and now you are showing I owe you money, this is clearly insult to injury, please look at all the calls I made with no service, I don't owe anything to you. If anything you owe me since this changeover with those boxes.

So when I upgraded the man from charter said it should be here in 2 business days. But because we called in afternoon those two days wouldn't start that day it would be the next. We understood and excepted it. So when we waited 3 days and called back the customer service representative was rude. She states, " well I was trained to say 3 to 5 days." I said well, the man told me 2 days. I said I don't understand . U may off been trained that bit I remember what the man said to me. She was not handling this situation but adding more frustration about this conpany. She didn't say sorry or how can we make this better. Nothing. ...poor customer service!

Internet speed is 30-35% slower than advertised. I consistently get 65 -70 MBPS. when the advertised speed is 100MBPS. No one at spectrum seems to no why. there only explanation is 100mbps in not guaranteed. Only a suggested max. Therefore it is my opinion that I should only have to pay f65-70% of the bill. Charter Communications "we do not care because we do not have to" attitude is typical of companies that have little or no competition.

The application for the Weather Channel for local forecasts has not provided the "Map" for regional radar resolutions in over one year. ( ~ Sept 2017 to present )

Repeated attempts in contact with Intelligent Home representatives has not resolved the issue.

I was told by Spectrum Intelligent Home phone representatives that this issue is the result of conflicts the Weather Channel .

I have payed for this service and have not received one of the most desirable services for quick weather storm predictions.

Account # 202-[protected]-001

Time Warner Security / Spectrum Intelligent Home subscriber for 21 + years.

I would like to be refunded for the services not provided, and have a weather radar application that provides uninterrupted service.

I submitted back on May 17th all the information they needed to buy me out of my contract with Dish. I received an email back telling me my request was submitted and if need further information I would get a call, if not this would be processed in 7 to 10 days? What year? I have been calling several times and I can't seem to get anyone who knows anything, I was told they're is a department that handles this but their is no one person or manager that can assist as this has to go through the system? I called again today and I was told I would get a call back as she was taking this to the person who can email and help. I told her I have been told this now for three months. Save your time, and energy. Don't sign up with this Company there a bunch of car salesmen that will feed you a bunch of bs and you will never here back from the person who sold you the deal.. I keep hearing well he lied to you? Save your time and money biggest joke of a Company I have ever dealt with.. No one has a clue!

I have been a Charter cable customer for many years and have my email thru their server system based on the POP3 format, via my PC, W7 based computer.
That system has worked up to the morning of August 09, 2018.
My email will Receive however, it throws error messages when attempting to Send email.
I spent over 2 hours trying to get a solution with Charter/Spectrum. There is a long wait to speak to a customer service person. The first one put me on hold and never came back. Calling the second time, waiting, and then speaking to a Tech person did not help at all.
All she wanted me to do was convert my email to the IMAP format. She tried to convince that it was just an easy set of steps to make the format changes. I know better. . .!

Have you ever tried to convert from POP3 to IMAP. . .?
Try it sometime when you have over 100 subfolders in your POP3 based email program.

Spectrum thru its Customer Support attempts to convince customers that the conversion is easy. That is only true when one has no subfolders in their email program. Just the basic ones that come built in.

I want to know how to get my POP3 email options back.
David Lloyd
[protected]
[protected]@charter.net

I have never felt so compelled to post a review. This company's blatant disregard for customer care amazed me. In April of 2018, I decided to purchase cable and internet with Spectrum (despite the well documented negative press). To get my house wired up, I agreed to pay 800.00 to have the work done by their "construction department". It is now July, and no work has been completed. When I call for updates, it is very evident that no one I spoke to knows anything. The only explanation I ever received was there was "system Issues". I have demanded a refund, and this too appears to be too much for them to handle. I am appalled at their lack of customer service, and strongly recommend avoiding them at all cost. I now need to consider legal action just to get a refund for work not completed. Astonishing.

Over a month ago, Charter came out to repair a cable outage. The service tech ran tests and determined a new line needed to be run. He explained that someone would be out to mark the line for utilities and then Charter would be out within the next week to run a new line from the outside box to the house.

I told the service tech right then that there was an underground dog fence in my yard and I would need to mark where that was so they didn't cut through it. We were standing on my front porch and I explained to him where it was in relation to where they would likely be running the line from the box to my house. Hindsight, he looked a bit concerned when I told him where it was located.

When he left, I immediately took my shovel and some spray paint and went down my drive way (150'-driveway) to uncover and mark the line. Much to my surprise, the technician who was just there already made one shovel dig to try to find the orange cable wire. With that dig, he sliced right through my underground dog fence. (See photo #1) It was very obvious. He knew he cut it. Didn't tell me about it and didn't make another dig. We were very upset and called Charter immediately.

They said they would take care of it, initially. We needed it done immediately so that our Brittany Spaniel, Gunner, didn't wander out of our yard and into the street -- potentially getting hit by a car. A week went by. We called. Then another, we called. No action. Someone actually came out and took pictures and told us "this will definitely be covered." Still, nothing happened. We were furious. We called again and were told that the claim had been denied! WHAT!@

About two weeks later on a Sunday afternoon (an orange line was laying atop our yard for three weeks), a contractor with a digger and line bury machine was there. We told him about the dog fence and he was less than pleasant. I told him he might as well lay the line where Charter had already cut it so he didn't cut through it a second time (thankfully, we were home before he started cutting/laying the line). He also said there was something in his notes about fixing the dog fence as a "favor" to the customer. LOL! WHAT?

He said he didn't have any underground/waterproof wire nuts. I said, well, I do -- but I shouldn't have to supply these given Charter created the problem. I came out just a bit later with the nuts and some wire -- YES -- I was supplying all the material for Charter's mistake. But, as I rounded the corner of my garage, the contractor was gone. I thought perhaps he found what he needed and fixed the wire. NOPE. He apparently had the wrong wire size (he left 12" of the wrong wire at the crime scene.) See photo #2

So, it's been over a month and tonight, I paid for and repaired the wire myself. See photo #3 CHARTER IS TERRIBLE. THE WORST CUSTOMER SERVICE EVER. What gives, Charter? You have to be better than this. And, what credit will you give my on my bill? My time and material are worth at least $150. Not to mention the pain in the rear it's been trying to keep our dog in the yard and out of harms way for the last month. You should be thankful he didn't get hit by a car.

Very unhappy, still. Unbelievable.

A year and a half ago a had a payment issue. Spectrum stated that a did not make a payment..I had to file all the information to confirm that I indeed made a payment. Now I have been on and off with Spectrum about missing payment when this payments have been done. One of the times that I called a rep stated that I missed the month of December 2017. I called back again about disputing the payment and the rep tells me that the month of December was not missing it was the month of November. The rep open a ticket to have the issue resolve so I had to resubmit the information over and over because reps from spectrum kept closing the ticket. I followed up every day for a week. When the issue final gets resolve the rep tell me that the month of January is missing. I keep asking for a manager but no reps ever transfers me nor do I get a call back. There were times that I was on hold for more than an hour so the rep could take a look at my account but no one ever got back on the line. I had to hung up and to the process all over again!

Spectrum has the worse customer service. I called a few weeks ago about issues for the installation and I asked is this what I have to ou up with and they said no you can cancel services. Ridiculous. The wait time for customer service to "help" is 1 hour or more. The reps pick up the call and place you on long hold times...

Very disappointed never received a return call from a supervisor! Tech spent 3 hours hooking up our internet and after he left he also left a big mess and no TV service. Called right after tech left and was assured to receive a call within 60-90 minutes. Never happened instead I had to call the next day and was transferred to the Spanish department twice. Finally had someone that scheduled another tech to come out and fix the problem. When my husband got home he went out back to check what was done. He found cables all through the yard and pulled one cable out of the trees behind our house. We are talking 20 foot cables everywhere. When he crawled under the house he discovered several cables cut and bits and pieces laying on the ground. Two days later new tech shows up and spends another 3 hours trying to fix what the first tech screwed up. My husband had to help and get our Dish rep on the phone to help get things somewhat hooked back up and working! We are talking 100 degrees outside. The tech actually called his supervisor to tell him what a mess the first tech left and everything that happened. The supervisor told my husband we will be compensated and he will see what he can do and to expect a call back within hours. Guess what weeks have passed and we haven't heard anything from anyone and two of our tv's did not work so my husband had to spend another 3 hours under the house fixing the problem! This is new service just internet and this crap happened. I expect compensation for all that has happened. I do not want free services for a month! My husband spent 10 hours total trying to fix what someone screwed up!

Andrea Gorman