I needed to run by the Charter Store in Smithridge to return a piece of equipment. This place is a bit of a joke. I think they are dealing with a lot of mismanagement. When you walk in the store is divided into sections with the emphasis on their mobile phones. Services like Internet, cable TV and related are the other end of the store. You sign in on a (filthy, even by pre-COVID standards) touch screen that was so dirty I felt like I needed to wash my hands after interacting with it. When you finally got to talk to someone they were friendly enough and tried to help but it was going to be over a 2 hour wait time just to return my Internet device. I ended up going to the UPS store to do this. It's free to drop off there - just be sure you keep your receipt. It took Charter over a week to realize the device was returned and credit the account back. Charter and companies like that get away with the lack of customer service because there isn't a lot of competition. WIth 5G and high speed satellite Internet coming online that is about to change. It will be interesting to see if that finally get's them to fix their customer service issues. read more

Spectrum is the worst. Frequent outages in the Lake Tahoe area. Lousy customer service. Tried to change my plan to save money by reducing the channels in March because it was a second home. They said they put it through. Got a big bill in April. Called in April. Found out that they did not set it up. Discussed setting it up. Picked new channels and everything. Got a whopping bill in May. Called again. Said that they should have told you that I had to pick up a new modem to change the plan for the TV channels. Never was told this before. read more

great people work hard to provide great products. to save a little $ try the Xumo service for video programming.

The worst company that if you try to cancel your service. I been waiting for more than 2 and half hours on the phone still can't get any help. read more

Lost my Wi-Fi connection. Spoke with so many people. Finally Brian from Charter/Spectrum was able to find the way to fix all! Thanks you Brian. read more

Brand new router and our internet service has been going out every 15 minutes or so today. Seriously you guys need to get it together. This is beyond annoying. read more

Recently moved so we changed the account to my name. At first it seems pretty simple, you can apply on line they send a box with self install instructions and you're set, or so it seems. Soon after signing up, I get no joke, 6 calls in a matter of 2 hours, no voicemail of course, I finally answer because at this point, I am getting a bit concerned, and you know what it is? Charter Spectrum pushing another service on me. Do I use streaming services? I said no. We only watch over the air television and we are satisfied. Does that end the pestering call? Nope. Proceed to be talked at for another 10 minutes regarding the great promotions they have, which I decline, continue to talk and talk, you can't get these people off of the phone I swear. Says something about emailing me the offer, and if i click on it, i'll start a 7 day trial... my plan is to agree to be able to get off the phone and never click on the email to start the trial. Fast forward a couple weeks, forget about that conversation, never look for or open an email regarding the TV add on. Today I log on to my spectrum account, to add billing formation. I look at the bill and low and behold, the TV charge is on there. I start immediately looking for customer service. I start on the chat function, the first chat says I need to be transferred to billing, so I wait, and I wait, and I wait, and I wait. Finally get a chat person on from billing, one second into that and guess what? She can't help me either, I have to call and end the service I have, and restart it or some BS like that. At this point, I am so frustrated with this experience, I feel like its extremely slimy and sleeze-ball way to charge people and then on top of it, to make it extremely difficult to follow up and remove a charge you didn't agree to and overall a complete waste of my time. It sucks that the only options in the area are AT&T and Charter, but lets be real, most broadband companies have notorious bad business practices, Charter is no different. Customer service is king and the product can become irrelevant when customer service is so subpar. So thanks for being a disgusting company Charter. read more

Worst Experience Ever. My Father received a letter about moving off of CableCards and the need to use Spectrum receivers and would receive 2 years free or half off of apple TV. Additionally (exact words in the letter), 2 years of free cloud DVR. Went with the receivers and after failed attempts with the self install and speaking with tech support, they sent out what were contract techs 2 days later that spoke very poorly about spectrum experiences, an hour later with one of the receivers being swapped out cable was again function after 2 days with no Cable. Then my Father got the email about the new bill, it would now be 40 additional dollars per month with no free receivers in sight. I called on behalf of my father and got to support that had no idea about free receivers or cloud DVR (the support person had no idea what cloud DVR was and kept calling it icloud), they said we'd have to go to a store in person (20 mi away). After walking my father through streaming options we decided to remove cable completely. Well this was only the beginning of the nightmare. After 1.5 hours on the phone with offers being made to upgrade the internet to keep my father as an internet/phone customer. It was later rescinded because they wanted us to keep the cable service. After being on hold at least 8 times I asked just to remove the cable service all together and I'd work on finding an internet replacement. Then I asked for the new monthly bill amount and to have someone contact me about poor service. Well, the next day they called and offloaded the account to AT&T for phone and internet service. Given AT&T's less than stellar speeds this is not a good outcome. read more

This is the worst company. Any problems? 1-800-dead-end for HOURS. and you know it's on purpose so you get frustrated and quit. Call, hold transfer, hold, 2nd transfer, hold, "okay will be fixed in 27 weeks between 9:00 and 12:00 or between 1:00 and 7:00." No one shows How do these people even start in business? Charter spectrum is worse than banks and airlines. read more

Worst Service. Everything was fine until I canceled now they are trying to come after me with fees for items I never had. Put me in collections without any notification, no bill. I even called to ensure my final bill was paid, it was. if the collection agency could contact me, why couldn't Charter? Horrible company to do business with. I am following up with the legal system, it is against the law to ruin someone's credit without notice. I will also be taking this complaint to additional cites, this proactive needs to change!! read more

Recently moved to Sparks and called this office to speak to them about setting up internet services and the representative told me "we don't do that" and hung up on me. Don't know what else to say but I'm very disappointed. read more

Worst company ever to deal, with terrible service, terrible Internet, terrible people skills. when you call them, they can care less about your problems. read more

Stand in line for a complaint. INCREDIBLE! FIRST! I waited 30 minutes. They tried to tell me getting cable+TV is now $244.00. Fifty dollar increase in one month. PLUS their equipment is at least 20 years old and don't have enough resident memory to load anything. Thanks Yelp read more

I do not understand how Charter has the Franchise for Reno / Sparks / Carson City / Fallon and Fernley. Charter picks and chooses what areas to operate, enhancing the Digital Divide. They are now in Hawthorne Nevada, but only in the concentrated downtown area. Mount Grant Hospital has access to Switch fiber trunk, and the rest of the town has 100MB service through Charter. Worse yet, areas outside of the one square mile service area supported by Charter, Walker Lake has no wired Internet Service. If Charter has the franchise for Hawthorne, Nevada, they should be required to provide service to all of Mineral County. The same goes for ATT. If they have the service for Hawthorne, Nevada, they should be required to service all of Mineral County, with a concentration of a 200 people in a square mile to the economies of scale. ATT should be REQUIRED to provide ADSL to the entire county as minimum service to bridge the Digital Divide. read more

Why can't I give zero stars? Negative stars? Started service in September. Picked up the equipment and it worked. Now I find out I've been on a "service hold" since September yet I've paid every bill on time. I tried to call and straighten this out. After typing in anything to get connected since none of their options apply to me, I got disconnected. Start over, answer security questions then they refuse to talk to me since my wife established the service. Disconnect and cancel the account. They won't. Because they suck. Time to file a complaint that probably won't help either. Avoid this Shitty company if you can read more

This place has some of the worst customer service I've ever dealt with. They are rude and unaccommodating. We had constant issues with service reliability and the tech support was usually poor at best. When our contract ended they wanted to raise our monthly bill by 40% and wouldn't let us renew the contract. We dumped them and went to AT&T U-verse, night and day difference! I'm not sure Charter will EVER be able to win us back as a customer unless they make some serious changes. read more

If you feel the need to exercise by jumping up off your chair every hour or so in the middle of working on something to pull the power plug out of your router to reset it, if you enjoy talking to robots instead of people, and if having a tech out twice a month is your idea of socializing, then this service is for you. I was guaranteed 50mbps internet. Speed tests showed I was getting 15mbps. I called tech support at least once a day because their modem wasn't working, nor was the router. They'd say, "Well, we show it's working now..." Yeah. Now. An hour later, kaput. I had their service in Wyoming because they were the only game in town. Luckily, that's not the case here. We switched to AT&T Uverse and haven't looked back. STEADY 45mbps internet, and their techs actually work for the company. They aren't subcontractors. The AT&T tech was professional and showed up within the allotted time frame, unlike Charter's techs who showed up over one and two hours late. The only thing consistent about our service was that it was always terrible. Disconnected in three months. What a waste. read more

Charter Communications - KEEP YOUR RECEIPT WHEN YOU CANCEL. Because you will cancel. And they'll text and call you like a bitter, abusive ex anyhow. - Internet Service Providers Near Me - Reno, Nevada

I would give it zero stars if I could. Charter cable /Spectrum are a bunch of crooks and fraudulently bill for equipment retuned to them but they say were not. What a scam!! Even though I have a signed fedex delivery notification ( from their pre-paid envelope) saying it was received and pictures of the equipment that went into the bag! This is the same scam Cox did when I left Scottsdale. We consumers pay for their poor logistics processes. I can't wait to cancel and go to a fire stick! Maybe a note to the FCC is my next course of action! Fed up! read more

Update: In my last review, I discovered I had been charged for having a cable box for the past few years (which I didn't have). They agreed to refund me $60 after arguing on the phone with them forever. Fast forward one month: I get the bill and expecting to see my $65 monthly bill reduced to $5 after the refund, I'm shocked to see the bill is for $44. I steel myself for another charming conversation with Charter's billing department. "Oh, that's because there was a $30 set-up fee for the cable box." I can't believe this. When I called about adding additional servicesa month ago, no mention of a $30 set-up fee was ever made. I try to calm myself down, my fingernails digging deep into my palm as I try to not explode. I explain politely that if the charge is not removed immediately, I will call the BBB to complain about Charter's policies of 1) lying to customers about hidden charges and 2) cheating customers by charging them for equipment that was never installed. Eventually got the $30 set up fee refunded to my account, but getting $90 total in refunds is worth every minute of my time. Don't let these Big Corporations Get Away With Murder. read more

Disclaimer: This review is only about Internet I swore off Charter Communications a few years ago. TV was terrible, internet was oversold (slow all the time) and the phone service was mediocre at best. Fast forward to a month ago. At my house in S. Reno i have AT&T which is all over fiber (FTTP - Fiber to the Premises). Originally this was fantastic news - Fiber means fast speeds, low latency and good reliability over VDSL/ADSL and even cable. I ended up getting AT&T's 18Mbit service and was pretty happy. A few years later and I start wanting more speed. AT&T offers 24Mbit service to their VDSL customers but FTTP are stuck at 18. I look at Charter but my deep dislike of them prevents me from changing over. Then I catch wind of their speed increase - up to 100Mbit. I decide to take the plunge, fully expecting crap customer service and oversold bandwidth from having too many customers on my node. Scheduled an appointment for installation, tech shows up early, is friendly and does a nice clean job getting it wired. I got my own DOCSIS 3.0 cable modem (Motorola SB6121) which I'd recommend vs. renting one from Charter. Speed tests put me at 98-101Mbit any time of the day and I'm extremely happy with it, especially for the price ($59/mo). I don't have Charter for TV service and never will, if you care about watching HD at all, I'd recommend DirecTV over any other options. As far as phone service.. seriously? Get a cheap VOIP ATA adapter and get a service like callcentric.com for $3/mo and use your cell phone. Anyways - Charter has really turned their game around. Customer service is much better (I switched to them at my office and their business department kicks ass) and speeds are SO much better than they used to be. read more

Trying to return some equipment and they aren't open on those other locations Tuesday or Thursday and they don't even list that you can't go to this location (prototype dr.) to do anything read more

Charter Communications - Do Not go to prototype dr!! - Internet Service Providers Near Me - Reno, Nevada

Absolutely HORRIBLE. Our business internet has been down since Saturday AM and they can't / won't be able to get anyone out here until Wednesday. Our shop runs on the internet. Credit cards, software, ordering, etc., and they could care less. This is costing us thousands of dollars per day and is beyond silly. read more

July 2nd 2019, Service repair. JJ was my Technician he was amazing. Took care of my technical errors. Gave me a new box just to be safe. I have been experiencing some troubleshooting. I was absolutely pleased with his knowledge. Had a great conversation with him as well. If I have future issues, I can only wish that he is my future technician. Thank you read more

I just had the best experience at Charter! I mentally prepared myself for a dreadful exchange as I had to return equipment and cancel services (due to a move). The lady handling the return was hilarious, outgoing and she did a mini ballet for me. That last part sounds weird, but it was fantastic. When I had equipment installed there were several issues, but they were rectified quickly. They even called to follow up and make sure I was happy with the corrections made. Thank you, Charter! read more

Go with a company like AT&T for internet. We recently switched from spectrum and the difference is amazing. Spectrum has horrible customer service and does not deserve your business. read more

I don't usually use Yelp for public utilities, because it rarely does any good. That being said here I go, I am retired, but do not set in front of my TV all day long, on good days I try to be on my motorcycle on the road, but when I am here I really like the BBC America, because they run all the Sci-Fi shows. BBC is no longer available to me, it just quit working, I have made no less that 6 calls to Charter, and waded through the automated phone hell, I have talked to tech support, billing, and any body else that will listen, always told, we will call you back, or we'll send someone out... Its all BS, I pay for the BBC, and they can't seem to figure out that the problem is. Beware of these people, they do not know what customer service is all about. Fred read more

Garbage internet. look up skylink internet ! It won't be too much longer and all the garbage cable internet providers will wither up! 1gig download and less than 10ms ping. I can not wait!!!!!!!!!!!! I'm still hoping they contact me for the beta read more

Their service is terrible but unfortunately we have little options for other service. When I agreed to use Charter they gave me the triple play deal which was about $95 per month. The bill has increased during the first 24 months to $120 by adding sneaky charges like franchise fees and broadcast fees. Now I get a letter that says my new bill will be over $210 per month starting with my next month billing. The problem is that they originally gave me 36 months of locked tv service at $39.99, now they want $75 after only 24 months. Quite frankly their tv service is antiquated with set top boxes out of the Thomas Edision age. Their box is so slow to load dvr that it reminds me of a rotary Bell phone. My recommendation is avoid Spectrum at all costs if possible, try You tube tv, apple tv or some other service like Dish. read more

The customer service is seriously lacking. I must state that I was very annoyed to find that the Spectrum office near me in Sparks was closed and the only office in the Reno/Sparks area has been relocated to South Reno. As I come in the front door juggling two cable boxes, cords and remotes I'm greeted by a kiosk asking for my name and why I was there. Managing to get the information in while continuing to juggle, I took a seat. There were 3 agents working which quickly became 2. Both were helping customers but one finished up within the first two minutes I was there. I was hopeful this would be a quick transaction. The agent looked across the room at me and then back to his screen for another few minutes, then decided to go and help the other agent with her customers. There are now three of us waiting for an agent. 10 minutes later, the agents can be heard discussing with the customers her new phone and the benefits of her new Samsung (not the latest version, but newer) and Spectrum was not even the provider! Finally the agent walked back over and called my name. I again juggle the cable boxes remotes and cables up to his station and he asks me what brings me in (didn't I just put that in at the kiosk?). I wanted to say I just like walking my Spectrum equipment but restrained myself. The transaction went quickly but customer service does not seem to be a priority for this location. read more

$75 a month for internet service that drops out once or twice a day is unacceptable. Reboot is always there answer. Can't imagine how bad it will be in Dayton when all the new housing goes in. Maybe we'll get more service providers out here. Between Charter and AT&T we are hurting. Sure would like to see fiber optics out here! read more

This is the worst cable company! I've lived in a low income senior building for five years and I've had to pay extra for a dvr box. I've had 13 boxes replaced and was told that the techs don't have new boxes and have to give us refurbished boxes. This is discrimination because we are paying a bulk rate in this building yet I still have to pay for this piece of shit box every time they replace it! This isn't right. I'm contacting the government regulating this company read more

All I get for the huge price I pay ($99.99/month) for the Spectrum "internet ultra service" is faster service when the internet is up. That would be great if the system was always up, but it's nit. I would rate their Internet connectivity reliability as poor. It doesn't usually go down for long periods, but it does go up and down frequently throughout the day. Tried to stream the July 4th parade from South Lake Tahoe, and lost connectivity 4 times in less than an hour, usually for 4-5 minutes each time. Who wants to stream anything when you're interrupted constantly by the old freeze picture and buffer sign. I'm going to look for other alternatives! I sure do miss the Comcast service I had in my last home! And to that, they will no longer support the cable card I need to use my TiVo device! Thanks for nothing, Spectrum! read more

Their cable and internet has been mostly good since we moved from California a few years ago. The service is not inexpensive, but when I have need help the customer service has been adequate and the equipment seems good. All in all I would recommend them, and the mobile service for cell phones is very good and inexpensive. read more

This is the conversation I just had with their "customer service". Thanks for nothing. Alme: Hi, my name is Manny G. How may I help you? Alme: Also, there will be a brief survey after this chat on my performance. What can I assist you with today? You: Why am I being charged a late fee every month when I am on auto pay? Alme: I can most definitely assist you with your charges. Just as a reminder, there will be a survey at the end of this session based on your experience with me today when you end the chat. One moment please while I look over your account You: Every time I log into my account it says "Your Auto Pay payment is currently processing." yet I am still charged a fee. Alme: One moment please. You: Are you still there? Alme: Is your auto pay off of a card? You: yes Alme: It looks like the auto pay takes the payment a little too late to avoid the late fee. You: It is set up through Charter, not the card. You: So, if Charter is taking the payment too late, I shouldn't be receiving a fee. Alme: Understood, try cancelling the auto pay and resetting it up. You: What about the $35.80 I have already paid in fees due to Charter's mistake? Alme: One moment please. Alme: Considering this has been going on for months with no notifying us of the problem, we would not be able to waive the fees. You: This is ridiculous. These fees were Charter's errors, not mine. You: I don't have time to contact charter every month, I have contacted you guys for this issue on at least two other occasions. Alme: If we are not notified about an issue when it happens or begins happening, we are not able to fix it. You: I have notified you in the past. You: That's fine, when is my contract up? Alme: You are under no contract. You: So I can leave Charter at any time? Alme: Yes. You: Great, I'll be finding a new internet service immediately. You: Apparently customer service is a thing of the past with Charter. Alme: Were there any other questions? Would you like an email regarding services for next time? You: What do you mean services? I'm leaving Charter, I don't need information regarding services. Alme: thank you for letting me assist you today. I would appreciate your feedback about the service you experienced with me today. Please take a moment to participate in the short survey that appears after clicking "End Chat". You can find answers to frequently asked questions and self-help options in the "Support" menu at www.spectrum.net/support If you have further questions, please feel free to chat back with us again. Our chat support is available 24 hours a day, 365 days a year or give us a call at 1-855-757-7328. Have a great day! read more

Promotion periods are lame. Just charge me the same amount every month until you make my internet faster. Don't charge me 40% more and not give me 40% better service. read more

If you're going to cancel services with them make sure you know your billing cycle. NOT the day you pay but the day your cycle ends. We knew we were a bit late cancelling our plan. We called to cancel today and we normally pay our bill on the 22nd but because our billing cycle ends on the 13th (which we didn't know) we were calling in four, count them FOUR whole days late as a new cycle started so, we will be charged for the ENTIRE month of services which we actually stopped using on the second. We were also told when we first got service in 2016 that the motum and router was ours, we paid for it. Of course we didn't keep the receipt from 3 and a half years ago and now they're saying we were just leasing these items and they want over $100 to keep them. Make sure you save receipts. read more

Just got my modem switched out - it was 5 years old and deader than a doornail. Jamie came out and bingo,, back in action! He was a really nice guy. Knows his stuff. Chatty, friendly guy. I know more about telecommunications than I really care to know, but he knows his stuff and bing, bang, boom.. it's fixed! Happy it's fixed. Happy that I can now post again on Yelp! read more

I have had Charter (now Spectrum Business) for my business account for over 12 years. Constant "NO INTERNET"! I missed my payment by 2 hours. My new plan as they refused to give back my old plan (144.00) is 177.59. The old plan included website hosting. What they neglected to say is that you had to use their outdated website builder. I spent 149.00 with a designer only to find out you can't upload your old website. HOW MANY TIMES have you received in the mail "CURRENT BUSINESS OWNERS" offers in the mail? Only to find out the offer is for NEW businesses only? Flagrant FALSE ADVERTISING! Now I have to see advertisements about how they are the fastest growing Internet service! Spectrum Business DOES NOT CARE about CUSTOMER RETENTION! They only care about their new business customers. ABSOLUTELY DISGUSTING COMPANY! read more

A sales rep came by the house stating that Charter was better than ever. Going over that they had new leadership which worked hard to resolve their bad name. Well guess what folks, its not even close to being true. AT&T UVerse is not perfect but its FAR more stable than Charter. I would rate 1/2 of a star for Charter and 1 star for AT&T Uverse (in this area). Uverse varies by geographical locale. Their claim to 60MB/s is oversold meaning their pipe has too many customers on it downing the pipe from 60 to about 15 MB/s. Uverse is capped at 15 but you would get a steady 12-15 without any latency issues. (both companies have random drop outs - internet vanishes for a while). Charter's bandwidth (for my area - Reno) goes from 5 MB up to 30 MB, after 5pm until 11pm. Weekends ... you can guess (very low numbers). Update: 9/8/2016 http://www.speedtest.net/my-result/5617130123 11:45 pm at night, the internet should be fast. The drop-outs have slowed down to once a week or once every two weeks. Changing from drops out to slow slow dial-up or less speeds. Down-channel is how fast you pull webpages (data), up-channel is how fast you reply back to whatever you are requesting. If your up-channel drops to very low numbers your internet speed will come to a crashing halt. Up is use for saying 'yes I got that packet send another', Not related to the crappy service just adding some tid-bits so when you see 60 mbit down and .45 up, and wonder why your internet isn't working. Now you will understand why. UPDATE (2018): Charter as crappy as their service is, they are FAR better than AT&T for Internet. read more

I planned an installation three weeks in advance. The Charter rep I talked to on the phone told me it would be a seamless transition as I switched my Internet service from AT & T to Charter. When the installation day came I left work early to meet the Charter tech at my house. I expected the installation to take only one and a half hours. The tech brought the wrong modem so he had to go back to his office and get the right one. That wasted 45 minutes. After three hours, he told me he had my Charter service set up, but he told me he had cut the wire on my AT & T service and that I wouldn't have Internet service until I got a router. I told him that the Charter rep I had set up the installation appointment with had told me I would have AT & T Internet service until Charter had my Internet service set up (no mention of cutting the AT & T wire). The rep got impatient, and left in a hurry, leaving me standing there in a state of disbelief. I couldn't do anything until the next day. I called Charter and after speaking with three reps, I was connected with a supervisor. He defended the installer's actions. He told me I should have known that I should have bought a router and had it at my house on the day of the installation. I told him I am a 68-year-old woman and I don't have any knowledge of technological issues. I told him I had relied on the promise of the first Charter rep I had scheduled the installation with three weeks earlier (a seamless transition). He didn't care, he said there was nothing he could do to help me. I hired an Internet Technology expert to come to my house and hook up a router to get my Internet service up and running (an extra cost to me). I thought I was leaving an unhelpful company (AT & T) to go with a company that would make my Internet life easier. Charter seems to be worse with customer service than AT & T, which I thought would be impossible. But with no other options, I guess I'm stuck with Charter. read more