Spectrum.com
Reviews and Complaints

Hello, my name is Diana Duffy, I just moved this week from Mayfield Ky, to Fulton Ky. Spectrum is the only good cable & internet provider in Fulton. My complaint is last summer (july, I believe) while still living in Mayfield Ky, I called to receive cable service & was quickly denied, because the representative I spoke to claimed because my ex husband owed past due amounts I was denied service. I have not seen or spoke to him in three years, I have no knowledge of his where abouts. I lived alone in Mayfield & live alone now in Fulton. I am a disabled woman & think it is wrong & possibly illegal to deny me service based on my marital status, like I'm guilty & responsible for what my ex did, is guilt by association? The representative even demanded a copy of my divorce decree, I have filed for divorce, but as stated above, his where abouts are unknown. I have had no cable service for over a year now. I am trying to start over, I work with a case manager & social worker. All I wanted was something to watch on t.v., I feel your company is being discriminatory to me, for something some else did. I have never had an account with Spectrum, so I personally don't owe you or anyone else any past due money. If someone could promptly respond to this letter & better explain your policy better, that would be wonderful . My case manager told me some civil rights may have been violated. All I want is cable. Sincerely Diana L. Duffy

Ive been having reocurring issues about my internet NAT type being unavailable which happens for days of time. When i address the issue to an live agent from the TWC App, they dont resolve the issue and disconnect the live chat. This would of not been a problem for me but repeatly bad service is becoming frustrating. I have to work at home at times and not able due so, all i ask is for my internet service to be fully functional if the monthly bill keeps being charged to my name.

Elderly disabled female wants to simply change her password for netgear to prohibit compromise by former roommate. Can't get an answer, can't read the font on info page (instructions do not get larger for vision impaired and no manual available to use with magnifier). Please help me. I am long time, loyal, pay in full and on time sort of gal. My speed is so slow it's foolhardy. I don't know whether it's the router or if an unauthorized person is on my network and hogging bandwidth. Please email [protected]@aol.com or call 541.840.6315. Consumer reports says it's cost effective for me to buy my own router but if I have customer service i'll stay with spectrum (time warner) because I need you. Thanks. Liese behringer

To make a long story short, I had an issue with my internet and the lady on the phone could not help so they sent a tech feller out to fix. I had told the lady on the phone that in my opinion the modem was messed up. When the tech fella got there I asked him if he had brought a modem because I do believe that is the problem. This guy almost bit my head off and very rudely told me it was not the modem and is most likely the signal to noise and the way the other tech had installed it to begin with was all wrong. He then asked me who installed my service and I told him "a nice asian fella" and he said some name to me and said that figures and then began to cutting on the guy about the way he installed my modem. I told him that the install tech did a great job as I has very good speed and service with no problems until the modem started acting up 2 days ago. Anyways he took out the split-er tightens some cables and said it was fixed. I tried to tell him that I did all that already and it still only gets yellow lights and no internet. He said look its fine. Sure enough I had all green lights. But I said as soon as you leave it will stop working, he get more angry with me and says look the first installer made a lot of mistakes and that is why I had a problem. I was fed up with his rude mouth and told him I pay me bills on time I would like to have my modem switched out. He yells to me and says it ain't going to happen. I was about to tell him to take all the crap out I want nothing more to do with charter when the modem went to all yellow lights and I had no more internet. The tech guy did not say a word after that not even an apology. I got a new modem now and my service is great again. This guy said he has been a cable installer for 14 years I think he has family working at charter because with that bad attitude and the way he treated me I think he would have lost his job long ago.

We switched to Spectrum in Nov. of 2017. The other provider charged 380.00 early Cancellation fee, which was suppose to be covered by Charter Contract Buyout . We still have not gotten our check. We keep getting a run-a-round. Charter Account Number [protected] previous provider Direct TV. Phone # on account [protected]-0548. Email address [protected]@live.com. Name on account Charles Toney Service address 1121 Hickory Tree Ln. King, NC 27021

I am a customer of Spectrum TV. My bill went up 50.00 per month for no reason.

Price Increase: When I subscribed, I was told that my plan was NOT an introductory pricing. Now one year later, the price jumped by $50 per month.

I called three times today and received contradictory messages. First, I was told I could cancel the phone service and save money. Then I was told I could not. Then I was told that "there are no options" to downgrade service and save money.

One representative agreed with me that I should go back to Direct TV and take their introductory offer. And in one year come back to Spectrum and get the introductory offer.

I spent over an hour on hold waiting to speak to a supervisor, that never happened.

So in Dutchess County NY where I live, the only choices are Direct TV and Spectrum. Both are owned by ATT.

I request that I be contacted to better understand what options I have. This is all about Senior Citizen advocacy.

Frederick Scharr
[protected]

I have had your service for over 9 months now & it is interrupted constantly due to "your improvement" supposedly. I pay for the entire month on time as expected by you yet I do NOT only pay for half of the time. I am paying for a month of service which is 30 days not 15 days correct? So why am I NOT receiving thet service I was promised & have paid for on time every month? I do NOT have the money to be wasting on half the service since I was assured we would be able to use it anytime & that it was very reliable yet it is down all the time. If I only paid for the service I receive you would NOT accept that as appropriate so why should I be paying for something I am NOT getting?

The complaint is abount a superviser named "Alafia". This complint is about this superviser telling me they could not contact the superviser I spoke to last by the name of "Simion", who could have straiten the whole matter out. It is a matter of record, listed on my account, the information of the bank having already paid the $65.00 that she was asking me for.
I feel this is an attemt to defroud me and illegally charge me for money's that I have already paid! This abuse to elderlly customers must stop and be able to file lawful charges for such conduct. Thank you and I need a comfermation of this complaint. Bert Morgan-phone number-[protected]

Constant recordings on many of The Channels that are missing because the provider has ask to much for the service and they have been pulled.
My question is we are paying the same for the missing channels as we were paying when we were able to view them. I believe in fairness and in this case as a consumer I should see a drop in my Billing for all the time the service has been removed, As consumers we are paying the same as We were before when the service was available.

Robert Foster
[protected]
Email [protected]@stinson932d.com

Email I sent to Jamie. [protected]@charter.com
After receiving countless advertisements from Spectrum I decided to call regarding changing my service. The salesperson was very personable and informative. And they advertised free install. I decided to move my service to Spectrum and scheduled my appointment. The technician arrived around 9:30 a. m. on Friday, February 16th. He started his work immediately. Around 11:00 he  asked me if I wanted the cable outside or to drop lines in the attic. He said to use cable would cost $20 a line or $90 a drop. I was flabbergasted since I the advertisements said free installation. I asked him to call his supervisor. Forty five minutes later a supervisor came on the line. I expressed my surprise that there was an extra fee for the hook ups. She said it would be $45 per drop and I have 4 T. V. s.  I told her it wouldn't be difficult because I already have the drops in my house. When I bought my house I had an electrician to make it cable ready with drops. I didn't want cabling around my house with holes drilled through my walls.  I told the lady as unhappy as I was to go ahead with the job since the guy had been here for nearly 3 hours. Around 6:45 the technician said he was through. We walked my house to see his work. I was surprised when I walked into my bathroom to see the installation. I told him it was unacceptable. He said it was all he could do. My T. V. is a wall mount. There was a cable all rolled up and hanging down the back with the box laying on the top of the T. V. unsecured.  He said Spectrum had only two lengths of cable-either 6 or 15 feet. I only needed a 6 inch piece at the most. He said they can't cut and splice cables. The box wasn't mounted or anything. He left my house around 7.
Later in the evening I was preparing for bed and the box fell on my head. This is not a safe or acceptable situation. Fortunately neither my children or grandchildren were in my bathroom when the box fell.
 I no longer want the services of Spectrum.  Spectrum needs to remove equipment  from my house and previous wires re-attached.
Thank you for your immediate attention.
 February 22nd Raul came and removed Spectrums equipment. He was very helpful and efficient.
 I am sharing this complaint with you because I feel the dos and don't to installation should be included in your trainings.  Also your employees should be accepting of cable ready homes and that they might have to "think out of the box". I hope you take my comments as constructive criticism.

From: Lynda Haile [mailto:[protected]@satx. rr.com]
Sent: Tuesday, March 06, 2018 6:35 PM
To: Moreno, Jaime D
Cc: Gonzales, Victor M
I must ask do you condone poor communication?

From: Lynda Haile [mailto:[protected]@satx. rr.com]
Sent: Wednesday, March 07, 2018 6:35 PM
To: Moreno, Jaime D
Cc: Gonzales, Victor M
Subject: Fwd: Why I canceled my service with Spectrum
I have called twice trying to speak with a supervisor. Finally, after being told if I left my information they would have a supervisor call me. I haven't received a call yet. On my last call to Kenya at  [protected] I was on hold for 41 minutes. 
I have been a customer of TWC for many years and never received such poor customer service.
I would really appreciate it if someone would call me and explain why I am being charged $234.00 when you advertise free installation?

Mar 7, 2018, at 6:44 PM, Moreno, Jaime D wrote:
Lynda,
                I apologize as I have been out of the office. I return tomorrow and can research your billing information. I forwarded your first email about your poor install to my acting manager and he was investigating it.  I must make you aware I have no control over making changes or getting credits applied to your bill. However I will look into your issue when I return and provide you with any useful information that can help you understand your billing.

My email back to Jaime Moreno, March 7, 2018
Thank you very much.

Email back to Jaime Moreno, March 23, 2018
I am very disappointed my inquiry has never been resolved. I look forward to discussing this with you or a manager.

Email to Victor Gonzales, March 23, 2018
Email complete with all info from previous emails complete with pics beginning February 22, 2018.
I am very disappointed that I haven't received a response to my inquiries. Please advise whom I may need to speak with regarding my concerns.

From: Lynda Haile
Subject: Fwd: Why I canceled my service with Spectrum
Date: April 1, 2018 at 2:59:34 PM CDT
To: "Moreno, Jaime D", victor. [protected]@charter.com
Cc: "[protected]@satx. rr.com"
Please forward to your billing department.
Yesterday I called Spectrum and left a voice message on Mr. Victor Gonzales phone and requested he call me. Thirty hours later and I haven't heard from him.
March 31st, 2018
Today I received a bill from Spectrum for services I considered guaranteed. Please review all of the communications I have provided above. As you can see starting back from February 22nd, 2018 I have been trying to resolve my situation. I feel I have tried diligently to communicate with Spectrum. I have been left on the phone waiting for a manager/supervisor for over 40 minutes at a time. Can you please assist me? I am baffled as to how I resolve this situation. If you scroll through my litany of emails you will see I have have made an effort to address my problems. From all I have read on your website and advertisements I understand your installation came with a guarantee of satisfaction. Even the gentleman that removed your equipment from my home was amazed and appalled at the service I received in the installation. It is unimaginable to me as to how I ended up in a situation as this. I have been a customer of what used to be Time Warner (for Internet) for many years.
I look forward to your attention to this matter. You may reach me at [protected].

From: Lynda Haile
Subject: Fwd: Why I canceled my service with Spectrum
Date: April 1, 2018 at 2:59:34 PM CDT
To: "Moreno, Jaime D", victor. [protected]@charter.com
Cc: "[protected]@satx. rr.com"

Please forward to your billing department.
Yesterday I called Spectrum and left a voice message on Mr. Victor Gonzales phone and requested he call me. Thirty hours later and I haven't heard from him.
March 31st, 2018

April 4, 2018 I called Spectrum billing in California for a better understanding of why I was being billed for installation when the company advertised no fees for installation and satisfaction was guaranteed. I spoke with Heshen, a professional gentleman that understood my dilemma. I explained to him they are charging me for 4 drops when my house was previously wired for such. Because of the previous drops the job was made very simple for the installer.
The installer wanted to drill holes in my outside walls and bring in the cables from outside. I offered to send him my emails and all supporting documentation showing my efforts to speak with a representative. He said he would remove the $8.95 late fee on my bill. I asked to speak to his supervisor. After a bit he came back to the phone and said his supervisor wouldn't remove the installation charges and that if I didn't pay them they would discontinue my service and turn my account over to a collections agency.

April 9, 2018 I received a Delinquent Bill in the mail with the same accusations.
April 10, 2018 I received an email with the same message. Interesting how they can mail letters and send emails to me but not respond by the only ways I have of contacting them.
Needless to say, I am canceling my account with Spectrum. I say beware of bundling your services with Spectrum.

Direct T. V. came and installed my wall mount. My good fortune! Everything hidden. How cool is this?

I have had charter communications since august of 2017. This has been the most horrendous experience I have ever had with a company. It has been a literal nightmare from the beginning. I was deceived into getting home phone service by being told it would be "thrown in" with my monthly price which would be good for three years. The internet speeds have never been as advertised. This has been checked and verified with a isp speed test. I live in an older home and have a limited number of receptacles and for some odd reason I only am allowed to use the one active cable line in my living room because the lines in other parts of the home are not "working lines" I was told that I had to keep it in my living room because it would cost me for them to come out and activate the lines. Why was this not done during initial setup? This prevents me from using my air conditioner in the living room during this very hot - then cold-then hot again spring here in the south. What am I now paying 121 a month for really (they just increased it from 110 a month, even though my price is supposed to be good for 3 years?)? Every time I contact customer service to resolve issues they are very unprofessional and argumentative. They have never heard the golden rule that the customer is always right! Because their customer relations seriously need some work. I am not sure how this company is still the big monopoly around my area. Or how they are still in business! But i'm so down for a class action lawsuit because this company just spells deception and i'm tired of them taking my hard earned money and me getting 💩 in return.

In December I added a special Channel and I was told it would be 15 bucks but it turned out to be more I called and asked for them to pull the call and then call me back and you never did. I called again and ask why my bill was so high and I got maybe 6 answers from 6 different people. I've been treated so rudely at no point than anybody explain my bill. When I keep telling them it's not supposed to be this much one representative cuz I was going to cancel my account offered me cable service for 115 a month I had this account for over 5 years and I've never been treated so awful so now I called yesterday and they told me my bill will be 125 at the end of the day when I had Time Warner Cable my bill was never over $100 a month. I'm not paying 150 a month and I'm not sure why but I've never been treated so awful. The representatives are rude and know nothing about customer service. I was told I was going to get a credit and I never got it also my cable was out for 3 days in a row and the representative said no it wasn't it was too and I know specifically it was 3 days in a row and she gave me an $8 credit. And I tried to explain to her I know how many days my cable was out because it was every night at like 2:30 in the morning. I'm in the Sami I don't go to bed until 6 I know when my cable was out but she was so rude and I'm still waiting on a call back from all the calls to be pulled. After 5 years as a customer I should never be treated like this ever I put up with a lot of stuff over the years but this takes the cake. Please review to call and educate your people on how to treat customers or I'm just going to cancel this account. And when I tried to cancel the lady offered me two special of 115 a month but then all the sudden somebody said we can't do it this is just ridiculous.

NOTICE If you are a Charter/Spectrum Business Customer and have issues or complaints about your service with them, you may have a legal recourse to recover and/or remedy the situation.

Please contact THE LAW OFFICES OF SQUITTIERI & FEARON LLP @ [protected] Please note this is not a promise that you will receive a settlement but protect yourself now!

So I had a bundle it ended last year and went to the original price and here it is another year later on this day March 3rd 2018 they say now is the original price first I paid 65 something then it was 83.98 and today they added six $6 more dollars insane your promotional has ended which that ended over a year ago hence why I was at paying 83.98 in the first place I am tired of them changing my bill and saying that my promotion has ended having me pay more same this is original price again

Very disappointed with Spectrum Cable and their deceptive" bill itemizing" practice and deceptive billing practice. They have been billing me between $10.95-$15.95 a month for FOUR years for a channel I never ordered. It's called "Here! on Demand" and only by accident today my husband discovered what the channel is when he called Spectrum to make some changes to our phone bill.
What is "Here! on Demand"? Well, it's nothing like what it SOUND like? I'll tell you in a minute.
I have seen it on my bill for years but associated the charge with ordering movies on demand each month. So why would I question the charge?I do rent family movies almost every month. Everything else on my bill has always been labeled clearly. Monthly fees for cable boxes. Monthly fee for access to the "Guide". Monthly fees for DVR services. And any additional channel(s) I have subscribed to have also been labeled clearly - HBO, Showtime, etc.
But not this one. "Here! on Demand" is Adult Porn!
Again, we did not order this channel. Somehow it was ordered - maybe a mistake by Spectrum, maybe one of my kids (then ages 13, 10 and 8) accidentally hit the "order button" (which I highly doubt as we use parental controls)? But either way if there was a mistake that was made I could have corrected it that month on my bill if the channel would have been identified properly as "Adult on Demand" - exactly what it was.
This deceptive labeling of Channels and deceptive billing practice needs to stop! It has cost my family HUNDREDS of dollars. I'm sure I can't be the only person to fall prey to this practice. I want a refund and I don't want this to happen to anyone else.
I spent an hour on the phone after work today trying to resolve this issue. I have canceled the subscription' (which I never ordered in the first place) to Here!on Demand and requested a refund for the 4 years it has been on my bill. After speaking to several Spectrum Representatives, I found it interesting that when I asked for their first and last name for my records they would not give it to me. "Mike" said he could only give me his first name and his employee ID# - 4442504. He said a manager would call me back with in 48hrs to speak to me. He reported that it's Spectrum's Policy for any dispute to refund 60 days back and no more.

I had time warner internet for many years with no problems of any kind. I was even able to get cut rate deals when I needed them, because I lost my job or had my hours cut, so I didn't have to cancel my internet service.

When charter took over and created spectrum instead of twc, they went up on my bill without notifying me. Since they took over, they have gone up on my bill three times! And thats in a two year time period!

I called charter last month to see if I could get a cheaper deal, since I found one charter special online that was $20 less a month than what i'm paying. I called them and they said I could get that special, so I told them I wanted it.

Now my bill has come and my bill has gone up again! It didn't go down, it went up! So I call their "customer service" which is a joke, and was told I am not able to get that internet special I was told I was able to get when I called last month!

Liars! Cheats! Corrupt! Unethical!
Unprofessional!

Apparently new people can get this [censor] for $30 a month, but long time, on time paying customers get nothing!

Worthless, useless, and corrupt!

Never do business with these liars!

I am at wits end with this company. Everytime I speak with someone they give me a different answer and a different all-in $$$ amount. So I reduce my services and the bill gets even higher! Plus I get dingbats who don't even know what the heck they talking about. I can't believe senior management wants to run their company this way.
I am owed some credits plus the guy who called me who claimed he had the final word and it wasn't possible for me to put back a change I made 2 days before has been proven wrong because i am being charged for it.
This stress is hurting my health

I have unfortunately been a customer of Charter since 2013. Would have gotten rid of you years ago except you have a Monopoly on not only the complex I live in but also the entire town of Chicopee, MA. I have had to rest my modem on multiple occasions because the internet stops working. I have been told to rearrange my living room to get a better signal by customer service, have had them inform me that the weather is the reason my modem has stopped working (because though there are 7 other apartments in the building mine was the only one affected by the weather). Now after the last modem reset I have to agree to the Terms and Conditions again (which was not required for the last several modem resets) Apparently now you do not have the resources to send a paper copy to read the Terms and Conditions or Privacy Policy. Your sites are notorious for containing viruses, last time I opened something from Charter my entire laptop crashed. Now your telling me I have to basically do the same thing to my new computer just so I can use the internet that I PAY FOR.

I liv in the southern billing area, which does not coincide w my dis.check deposit//8th-14th//iv'e been late and paying 9.00 a month because of the due date cycle, , for about two yrs. I waited for time warner to get in my area for 18 yrs.now I'm completely miserable ''every month tryin to get the bill caught up. IM FOR CERTAIN THAT IM NOT THE ONLY PERSON AROUND ORANGE, TEXAS THAT HAS EITHER LOST THEIR CABLE OR DYING TO HANG ON TO IT, , ALL SPECTRUM HAS TO DO IS TO FLAG MY ACC. AND LET ME PAY THE BILL ''BY''THE 15TH OF EACH MONTH

My name is Larry Woods and I own a bait, tackle and archery store in Vermilion, OH. twice now in the past two months Spectrum/Time Warner has shut off my main phone line with-out notice. In November I had requested a line I had set up as a fax line be shut off so I could save some money. Instead of the fax line Time Warner shut off my main line and it took a few days to correct the situation. Last Friday Time Warner again shut off my Main and only phone line without notice. First it was "slammed" and another phone company owned my number, then it was a Time Warner employee had set up a disconnect order back in November, today it is equipment problems on my end and still no phone.
For one week every customer or former customer calling my phone number for the last 10 years is hearing a message that my business has disconnected the phone line or is no longer in business.
Great message for my business that depends on the phone customers who are looking to buy in stock items TODAY. Major money lost and no chance to recover those sales.
Calls to Time Warner are a joke, each rep I talk with has to research the problem and then on hold while they talk to someone else and then empty promises of return follow up calls or corrected service. BUT, very quick to send out that survey on how well they performed while discussing my problem. No questions on solution or satisfaction with phone or internet services provided.
Repeated requests for supervisor update or follow up calls fell on deaf ears.
I am just a small Mom and Pop shop that is being greatly affected by this lack of service and am very curious why no one could have called me before deleting my phone line and number. I guess customer service no longer exists.