John Higgins, Jr. Corporate Vice President of Customer Care. cc: Thomas Rutledge Iana Zemniakova John Bickham They raised the price on internet service. Hid it in the pdf online that they know nobody looks at. And then have their customer service people be completely rude to you implying that you are silly for not knowing about the price increase that they clearly hid in the place where most people don't look. Anything they really want you to know about they put in an email, in a notification when you first log in, or on the actual page when you go to billing online. Anything they don't want you to know about, but want to be able to say they told you about, they put somewhere in a pdf online. The customer service rep was sooo rude. And you're only that rude if the company and environment allows you to be. People are just calling for the information. Nobody is calling for you to pretend that this information was put in an obvious place, or pretend that other customers aren't calling about the same thing. I barely got the question out before the rep started in with a rote response. When the rudeness kicked in, I asked you're telling me no one else asked this question or had this problem. Stop it. They also need to have a better easier way to give feedback on reps so they can't be rude and then hide and blend in with the safety of anonymity. The price increase is not the reps fault. But the rudeness, passive aggressiveness and condescension is. Giving a bad rude unhelpful attitude but with a smile and a laugh is. A company who actually cared about customers would not keep people on who did this kind of thing. Just give the information, apologize on behalf of the company, and understand people's frustration and show some understanding of what happens for people when companies pull this kind of thing. Give whatever help or discounts that you can. But there's no reason to add a bad attitude or condescending attitude to this kind of thing. With everything people are going through now, and all the stress people are under be friendly warm understanding regardless of the situation and you can change, someones day instead of piling on by adding your own rudeness to this kind of thing. It is a stressful time for all. Train reps to take better care of people, and instead of adding more stress to people's days and lives you could have them add something positive helpful truthful or kind. But also there are many reps on their own who do this. This rep didn't and there was no way to give feedback about it so they'd have to improve their performance. read more

When I called to cancel my service the man I spoke to kept bombarding me with questions and bribing me with a free month of service while also lowering my bill. He bullied me into keeping my service untill the end of the billing cycle. He told me he would schedule the cancellation for the end of the billing cycle, which was to be June 7th. Except this man did not schedule the cancellation, and I received a late Bill notice of $133. The second man I spoke with in regards to this unfair charge, decided to gaslight me, and said it was in use and I agreed to it. The reality was my daughter was still on the old Network, and I had things running in the background on the old network that I was unaware of. The service that I had been using on my phone the entire time was my new service, ATT. This man insisted that even though I was only 3 days into the billing cycle I had to pay for the entire month. Needless to say I was very angry. The new ATT service is fantastic, and I'm really glad I moved somewhere I could get different service from. I never actually liked charter but I didn't have an option. And now I will never go back!!! read more

I have had Spectrum from way back before Charter Communications acquired them, so let's say about 50 years. Never have I had a problem, until today. I moved last month from Lockhart TX, where I had the current Spectrum account for 15 years, never a late payment and never a disconnect. I terminated my service in March, Spectrum says it was March 23, but I moved March 20, 2026, so I think the disconnect was earlier. I turned in the equipment as requested. Today, I got a notice, not by mail, not by email, but by text that my account was delinquent and that my service would be terminated if I did not pay $348.13. I contacted Spectrum and I was informed, since my disconnect was 3 days after the start of the billing cycle, I owed for the rest of March and April. They said there was not proration for the 3 days and that I owed for the whole month, even though the account had been disconnected and my equipment had been turned in. I also checked on April 1st, 2026 and my Spectrum account had a $0 balance. For whatever good it does, I filed a complaint with the BBB. Beware when dealing with these crooks. read more

After 30 years, I recently disconnected from Spectrum to go with AT&T Fiber. I decided to disconnect when I got my last bill from them, $80.42 for 500Mbps. In the billing period, I had service for 9 days and was disconnected for 20 days. When the ETF came through to pay the bill, they took the whole amount! I was not expecting that, thinking that they'd definitely pro-rate the bill for the time during the month I wasn't a customer. I called to ask them why they didn't pro-rate. They told me that Spectrum is a subscription service and I'm responsible for the entire month. My take is that they owe me $57.44 for the 20 days I wasn't a customer and no services were rendered. They don't care what my take is, they just want as much money as they can get out of their customers. Another example of their crap. When I called to disconnect they told me that they had adjusted pricing and could offer me a $30 monthly rate. I asked them why didn't they tell me that, why did they let me continue to pay $80 when a lower price was available? They said that there is a link to the latest offers and news on my bill. I countered saying that why would I look at the bill if the amount was exactly what I expected. Their comeback was that I had paperless billing so it was up to me to look at it. I countered that they could have sent me a marketing email letting me know. They had no reply. I'm disconnected. I doubt that it's going to do any good, but I filed a complaint with the FCC and the BBB. Spectrum had over 14,000 BBB complaints last year. read more

While visiting Florida, I hv had the horrible experience of Spectrum Internet and TV. It definitely is the most unreliable service companies in my 70 years. Losing service daily at 8:30pm is ridiculous. DAILY. To what end? I will be sure to spread the word as I travel the entire EAST COAST.... People need to know this is your reputation you are building. I can honestly compare your "service availability" to a good many of your competition. You're number ONE in a BAD way with 5 as extraordinary service and 1 as pitiful not worth the effort service. I hope this helps you understand that it's not 1963.... It's NOT weather, it's NOT Satellite, it's NOT interference, it's NOT data blockers, it's NOT a customer modem. It's YOU, providing pathetic overbilling for an aggravating miniscule amount of service that is GREAT in other states and any areas not depending on you. I hope this is clear enough for everyone to understand. read more

Had SPECTRUM internet through CHARTER COMMs for a couple decades. Service was consistently spotty with frequent outages, PROBABLY in part due to the ANCIENT modem they had originally provided and NEVER upgraded. Finally it crapped out completely. They told us to discard it and buy our own modem, which I did. After them raising the monthly price from $50 to $85 over the course of EVERY DAMN YEAR (we'd call, they'd drop the price back, then start increasing it after a few months) I finally cancelled SPECTRUM and got AT&T 5G internet @ $47 a month for life. SPECTRUM/CHARTER sent a postcard demanding we send them the modem I bought (to replace their ancient POS one) or face "additional billing charges". I have the AMAZON receipt showing I bought it. I understand why almost all their reviews across websites are 1 star !!! It's probably because you can't give them ZERO or ONE-HALF a star. They DO suck... and did for us the past couple decades... and are STILL sucking even after we (tried to) rid ourselves of them ! read more

Notice the amount of 1-star ratings? This many people cannot be wrong. Trust me, they are not. If you want cheap pricing, but cheap and broken services, Cable, Internet, and Mobile, then Charter is for you. If you want to pay a little more, get much more reliability and quality, then run far away from Charter and do business with anyone else. This is a horrible company in every way. They will put the "screws" to you and have no remorse doing so. BUYER BEWARE! If I can save one human from this company, I will! read more

I hope I can save one customer from being screwed by this horrible company. They have horrible customer service, horrible phone service, horrible cable service, and if that isn't enough, they will keep prebilled service with no refund, even if you have only used one day in the cycle. They are cheaper for a reason. The reason, they are cheap, and you get what you pay for. Don't be fooled, run as far away as you can and do business with any other company than this one. I will never make this mistake again. Fool me once, shame on you, but fool me twice, shame on me!!!! BUYER BEWARE, you have been warned! read more

I was under contract with Spectrum for many years and on autopay. I absorbed a few price increases over the years... but in 2024, I notified them that I would not accept another price increase. Their competitors were cheaper. Upon my renewal, I contacted them and they swore to me (2 separate sales reps and their customer retention dept in FL) that there would not be another price increase. This is all on record in their system. Ultimately they charged me a price increase and I did not pay. I canceled my service and removed autopay. They charged me 1 month of the new price increase which I did not pay. They sent me to their debt collector (Sunrise) and I ignored. Sunrise initiated a debt collection on my Equifax credit. I am a multi-millionaire and have zero debt. This will not impact my life one bit, but I feel it is so important to battle these corporations that bully and illegally manipulate price. Thank God for YouTube TV. I will launch an investigation with my state Attorney General and BBB. Please cut your cord from Cable. Their illegal and manipulative trade practices must be stopped. I hope I "took one for the team" and many benefit from my credit impact. AT&T did this in the 80's, so let's all fight the Charter/Spectrums of the world and show them who's boss. They care more about $161 than you as a customer. read more

The Federal TCPA Act of 1991 requires that the following disclosures "must" be given at the beginning of each telephone conversation with a customer: * The Name of the Agent; * The Company's name; * Location of the Agent; * and informing the Customer that they may be on a "Recorded and Monitored telephone line." Based on my recent interactions with Spectrum/Charter's Call Center as a new customer, I would give them Zero Stars. Only two of the above four were done and not one, not two, but three employees outright LIED to me about their services. How do you lie on a recorded telephone call, unless you know no one is listening to the call or cares? One, was even a Supervisior!! I called to have a feature added and then it became all about selling me an upgraded silver or gold package, changing my cell service, selling Charter/ Spectrum cable boxes and charging me two $49.99 setup fees for something I didn't want. I explained I already had an Apple box and didn't need theirs. "Oh no, you need our boxes to receive our signal." Huh? I explained that over the past four weeks I didn't have any problems receiving their signal on my Apple boxes and they were working fine. I got off the call in frustration and went to the local Spectrum store to return the two Cable boxes that were sent to us by the previous Rep unsolicited. The local Spectrum Rep Jesus apologized, took my boxes and then setup my system, as I had asked the previous three representative to do over three days. He then again apologized and gave me his card. I was a millisecond away from cancelling everything and calling Frontier or going back to DirecTV. Grrr. read more

If I could leave zero stars I would. When we went to disconnect service with their brand Spectrum, we were expressly told by staff at the local store that nothing was owed on our account. However, we did end up receiving a bill the next month, when I reached out to customer support, they said unless I had proof nothing would be done. I highly suggest that you have proof of any conversations with employees when in store, as spectrum has made it clear that their communication does not need to be honored. Spectrum customer service was exceedingly dismissive when I discussed this issue with them. They made it very, very clear that without definitive proof, absolutely nothing would be done, and that we were responsible for the balance even after we were clearly told by the local store that there would be no further charges. read more

CHARTER ALBANY AREA LOCATED AT 337 New KARNER Rd Albany NY 12205 !!!! Is racist they judge u when you are happy and excited as aggressive !! they iilegally Give u the NyS test Mile stone answers so everyone can passed in the classroom on the sales floor they tell u we invested in you so much for u to be here oh please !!! It's BS once in practical training They Robbed you for your commission money !!!! And allow frustrated co workers to mentally & verbally Abuse youuuu !!!! & each other Once u speak up to VP nothing gets done and your job is on the line !!!! They Tell you we don't care if the customer bill is too high don't cancel anything nor do anything sale them More !! Or send them to retention which is a 2hr hold if u don't meet quota they give u coaching and threaten to fire you !!!!! Take it from me !!! One of the top sellers in that building they Don't like it when you ask about your $$$ especially oh sell mobile then hide the fact u don't get paid Intel mobile is activated or sales is sticking for 30 days !!!! they are a bunch of snakes and jokes !!!!!!! They judge anybody related to u like how the name is Communications and no talking is being done I cried out for help and nothing happen Intel I had to say I'll hurt someone as a thought and I get fired day after graduation please focus on yourself 18.01 an hr and pay is every two weeks with 42 percent tax cut from commission GOD WiLl Deal with them HR Is a JOKe !!!!! They milking the company !!!! read more

Charter Communications - Television Service Providers Near Me - Stamford, Connecticut

We as in my mom and I have phone internet and cell phone service through them. The quality of some of these are sub par. Meaning below average. Since even the abiilty to ask for a replacement phone for the current one is the pits! We requested a replacement phone for the current one for our cell phone service. We requested one and they refuse to work with us. The value of the cell phone is poor as well. You are not getting what you pay for at all. The pixel phone we received is poorly made and the service for it which is the ultra unlimited plan is also poor. They refuse to admit that the phone is even defective. They have called us liars thinking we don't have the correct sim in the phone! Don't go here! read more

worst customer service ever indian c.s. people don't even report your calls. then they send you a survey report to see how they did. then when you send a negative report, it is sent back to you the customer saying there was no such address and survey was never received. 5 months to get someone to delete my landline service after it was hit by lightning in march. in the meantime i had to keep paying $52 a month which included a non existant landline. living on s.s. had to buy a refurbished computer when lightning hit and no money to buy a new phone. read more

I have been a customer for 14 years. In that time, my rates continued to climb up and I had to consistently call to get "promotional" rates. When I started working remotely, my internet reliability became paramount and Charter just wasn't getting it done. I transferred my service to another provider with fiber optic. I kept Charter in place for a month to make sure the new service would work. Upon calling Charter to cancel my service, I had the hard sell from their "retention specialist" for over an hour, with promises made and extensive bargaining to get me to stay. They wanted to send a tech and give me new equipment. She told me that my service was paid through 1/13, and I should just give it a try for the rest of the "paid" period. So, I did. I called again on 1/10 to cancel. And this retention specialist did exactly the same thing. After losing my patience on the poor woman, they finally cancelled my service. I then had to return my equipment to their service center - another 45 minute wait to do that. Guess what hit my account today? Another payment to spectrum for the month's service. And because the first retention specialist had given me the wrong information, they won't refund it to me. Absolutely dismal service from charter. Pay close attention to your bill. Watch those promotional rates and make sure to call before they're due to expire to keep your rates low. read more

Will not let me cancel TV service. Called and waited 45 minutes. Called back and was told it would be 1 hour and 15 minutes. Then I called and said I wanted an upgrade. Then I got a service rep in 2-3 minutes....who could not cancel my service. This is illegal. Anyone want to get together for a class action? read more

Like other posters have stated, if you cancel service they'll charge you for another month. They're shady. I won't ever use them again and will enjoy it when they file bankruptcy. My new internet is $20 cheaper per month and it's faster. And they haven't tried to use any shady business tactics similar to Spectrum/Charter Communications. If you're considering using them I would suggest finding another company. read more

Spectrum internet services is worst than cows' dungs. Internet always disconnect at a random interval. I have to reset or unplug the modem/wifi router routinely. It is like a ritual now. I have to pray to the internet God to have my wifi stable. The thing is spectrum does this in propose to decrease band width. Spectrum throttle my internet speed, cut off connection, and etc. Google, charter spectrum down and you will see a lot complaints. Furthermore, the official twitter account have the workers repeat the same line over and over. "Oh no, sorry, please dm me. Blah blah blah." Spectrum, get a better script, please. Customers are not dumb, maybe. Any how, stop throttling and stop randomly disconnecting customers. You will get sued again, like how you got sued for false advertising internet speed. I should change provider, maybe like ATT, because I can't trust a company who is on the Spectrum. Get it? Maybe you won't, because you are the Spectrum. read more

Additionally I have had to file complaints with the better Business bureau, the ftc, and the fcc. I also asked the attorney general's of connecticut, Missouri and California to file charges against CEO Thomas Rutledge and any other executives complicit in their company policy to steal money from customers after they cancel their service. What they have done is Grand theft and also in violation of antitrust laws. And I have reached out to the governors of those three states as well. Their CEO Thomas Rutledge pays himself 48.1 million dollars each year, while price gouging us for services. And he is refusing to refund my $146.54. pretty unbelievable! read more

The company sends plastic coated marketing mailers and will not take you off their mailing list. This is an internet connection company. Duh - you would think they would use emarketing. They try to reach their customers using plastic coated mailers, get this,of LIMITED TIME OFFERS". The offer lasts for a month but the mailer lasts FOREVER! What makes it even more interesting is that they don't clean their mailing list so the environment takes two or three hits with every mailing! Come on guys get it together. Oh yes, I have been waiting for two years for them to get me a cable box through spectrum. If you are having this problem complain through the BBB. It won't fix the problem but at least someone will call you back. read more

Charter Communications - Plastic coated marketing materials - Television Service Providers Near Me - Stamford, Connecticut

I'm so sad to leave a one star review. I hope I can up that over time. But for now, one well deserved one star. TWC was bought by Spectrum some time ago. I don't know exactly when. For months we've been seeing commercials, espicially on the app, that TWC was becoming Spectrum. But we could keep our equipment etc. great. Smooth. Only the name on the bill changes. Yeah. We should be so lucky. In the past three months here's some of what's happened: We have had to turn in a cable box. For some reason ours went out. That would be ok, except it was a pretty new box. And it happened just after some "system upgrade". The apps have not worked twice now (that I noticed), for hours. Like 5 or more. That's been in the past week, since the commercials indicate the transition has happened. So Spectrum owns those outages. I hope they don't continue. I'm writing this review because tonight the app went bad again. I've had to reboot, reinstall, re-enter password like 8 times over the past week. I may have done that once under the TWC app. And just so you know, this has been a TWC house for over a decade. So really, we have some history with them. Here's to upping the stars in the future. read more

I didn't have a good experience and let me share my story. Three years ago- we spoke to them and got a quote for a package. They told us that we would get Internet, phone, cable with hbo, stars, showtime, and Cinamax for 100 dollars a month. We asked what the price would be after the promotion ended and were told that it's not a promotion, this is the price and it will never go up unless you disconnect services. Sure enough a year and a half later, the price went up. Not only did the price go up but we began losing premium channels. All of a sudden, we lost Cinamax. When we asked why, they said their contract with Cinamax changed and we would now have to pay more money. We lost stars, when asked why they said that it was part of the new customer package and you no longer qualify for it. We did keep showtime and hbo but at what cost- our bill was now raised. After speaking to several supervisors, no one could help us, even though they falsely told us our price would never go up Even with that, we were spending less than with another service, so we stayed. Fast forward three years later and we noticed that both spectrum and Verizon were now offering internet only packages for about 50 a month We contacted spectrum and asked to downgrade. We were told that we needed to wait a month for our current promotion to expire, and then we would be able to get the 50 per month rate for internet We call a month later and are told, Internet would be 70 a month and that since we are not new customers - we don't qualify. We explained that we were told to wait and we would get the rate, but it didn't matter. We told them Verizon was looking to give us internet for that rate, and spectrum still said they couldn't beat it. We cancel with spectrum and are now hit with our last bill. Since spectrum told us to wait until our promotion ended, our bill increased 50 dollars. So not only did spectrum not give us the 50 per month internet deal but they charged us an extra 50 per month for our current package. They essentially scammed the extra money from us. When asked to speak to a supervisor, they played the typical games. Put on hold for a long time, pretended they were doing something and then came back and said there's nothing they could do. Made us wait a long time again for a supervisor, then came back and said one will call within 2 hours Lot of scams and games with spectrum and I'm sure I am not the only one. They lied to us more than once, just to nickel and dime us a little extra money. Not okay. Figured I'd share my experience, so that others can maybe make a different decision. read more

I called to cancel my service and they talked me into staying with them and signing up for a mobile service. They sent me a phone that would not charge and it lost charge 5% per minute. I called them back within two weeks and told them the phone didn't work. They informed me that it would be $50 for restocking fee. I argued with them for months on this issue. I finally found someone who understood so they were going to exchange the phone. Throughout the entire time that I had the phone it sat on a dresser. Not disturbed at all. I barely looked at the device because it didn't f**king work. I believe they sent me a refurbished device and that's a big scam they play to fu*k hard working people out of their money. Because God knows they don't have enough. Then I mailed the phone back and the graded it a D because it had little knicks around the edges of the phone. Whatever that was wrong with the phone, IT CAME WITH THEM!!! So at that point they will not replace the phone and I still owe money whether or not I have the phone. I am liable for the price of the phone and they will not send it back to me. No one cares about what you say or think. Customer service is a robot. (All of them) The result is whatever they say. They never believed a word I said. They never gave a shit either. If I didn't owe them money I would cancel everything and go somewhere else. Surely there's a corporation that does honest business out there. If this is how all do business then I feel sorry for this Country. IF YOU HAVE A CHOICE DO NOT USE SPECTRUM FOR ANYTHING!!! I know I NEVER WILL AGAIN! They are con artists deguised as a company. Simple THEIVES. read more

I am a Charter Spectrum customer who has experienced consistently lower speeds than advertised from Spectrum for our internet. We have a relatively new router, new Docsis 3 modem, I have tested the connection by plugging an ethernet cable directly into my computer, I have tried disconnecting and reconnecting the router and modem many times, I have changed the wifi channels repeatedly, I'm sure there are dozens of other steps that I'm not mentioning that I can't even remember right now. We've also had Spectrum repairmen come out and fix our lines twice and test them on other occasions. The issue is clearly not with any of our equipment or with the lines around the building. It is very clearly an issue of the ISP not allocating the bandwidth that they are advertising. It may be that they are simply incapable of doing that, but they should not be able to advertise speeds that they are unable to obtain. I'm posing a picture from TestMy.Net from last month where I ran an automated speed test every 10 minutes over an 8 hour period. It's worth noting that ISP's increase your speed when running a speed test so the speeds shown will be artificially inflated, but it still is nowhere near the advertised speed. I'd encourage others to run the same test and post it here. My bet is no one is getting the advertised speeds. read more

Charter Communications - Television Service Providers Near Me - Stamford, Connecticut

"Upgraded" to a router that does not have a media server outoput. You can still charge from usb port, that's all. Let's hear it for Spectrum service! read more

Spectrum has been annoying me with their constant advertising on my browsers and I'm in serious need of them to quit soliciting on my browsers and I'm not going to tolerate the constant harassment anymore and they have bothered me multiple times through the TV and through my browsers so I'd rather not see their advertising on my browsers anymore and I'm not even a customer with that company which has been Super annoying through their advertising so I'm done with that company as far as their advertising is concerned and I'm not happy with that company and they seriously need to stop bothering me so many times and I get that they want to make money but I'm really not interested so they better leave me alone now and not bother my browsers anymore and they better have 60 days to remove all of their advertising on my browsers because I will not tolerate their constant advertising anymore the TV ads need to go and the Advertising on my browsers needs to go away and stay off my browsers forever and I'm very angry with that company for spamming me multiple times throughout this year and they've been reported to the better Business bureau once this year because of their harassment and I've reported them again to the triple B and I don't want them to contact me in any way shape or form because I'm probably gonna yell at them and tell them how I really feel about their constant advertising on my browsers when I've told them in the past to not bother me ever again so they better leave me alone for eternity and never advertise on any of my browsers ever again so take care spectrum and you better stop bothering me right now Goodnight read more

Charge $19.99 activation fee when you need to do everything online yourself - Rip off. Advertise Ultra Internet for $69.99 when it is really $74.99 plus $20 a month with a $25 promotional credit for one year. Kind of misleading, but I guess FCC allows this. Too bad CT is not like MA that has a truth in advertising law. READ THE FINE PRINT!!!!! Why can't there be more competition for this service? Agent, Agent, Agent! read more

If I could leave zero stars I would. When you call to disconnect service due to moving, there more than happy to charge you a full billing cycle and refusal to credit any of it. The irony is if you call to disconnect services to switch to a new provider, they will do anything to save your business. When you escalate to their corporate office in the hopes that they will resolve your concern their response will be that they were right and you were wrong and you should've paid attention to your billing statements. No company charges for services unused and if it's disconnected five days into the billing cycle you shouldn't receive a full bill. Find service elsewhere if you can read more

I moved to a new location, but before I move, I contacted Spectrum and informed them and requested to have the current phone number transferred to my new location: 1. The representative never bothered to explain although both locations were Los Angeles, but for some BS reasons they can't transfer. The supervisors then said that they couldn't because if I call 911, they can't find me!!!! I have a New York area code on my cellphone and I have called 911 and didn't need to give any address!!! Then I went through HELL for 4 weeks to get my number back went through 7 phone calls each took my time between 1 to 2 hours, they told me to get a mobile account and transfer my old number to the mobile account and I did. 2. But then that did not work either, talked to Kimberly and Kevin both supervisors and they were not able to help and did not do anything for me except wanting me to call again and get a new number. The mobile was not activated at all, as I had not confirmed the number and never called for activation for that number, they randomly gave me. 3. After going through a total HELL for 4 weeks with ZERO use of that sim card they had sent. Finally, I gave up and called for a new number. Then the rep informed me that they have charged me for that 4 weeks, even though I did not even use or called even once!!! Even though the phone number was not even activated, and even though I lost my previous number that was for my business and I LOST IT!!!! THEY ARE CHARGING ME $45 FOR: a. NOT USING OR RECEIVING ANY SERVICE!! b. GOING THOUGH HELL c. AND MOST PAINFUL LOSING MY NUMBER!! read more

I'm surprised there aren't more reviews here but that's probably because people are reviewing their local Spectrum offices instead of "trying" to reach the top brass here. I have witnessed nothing other than horrible experiences with Spectrum taking over TW and mine was no different. I moved locally and was told (by multiple reps) I could keep my current services since I was only transferring them and not changing anything. Sure enough after the move things went downhill. First, the install tech pushes a modem lease on my girlfriend because she was here when he came, even though they knew I have been using my own equipment. They never shut off service at my old place so I couldn't return the modem. I was IN THE SPECTRUM STORE, and had to step out of line to call customer service to tell them to cancel my old service since I moved. Why would they keep my old service on, you ask? Just wait, we're gonna get there. So after a half hour conversation, they tell me I'm good and I'm able to get back in line just to hand this useless modem back to the guy at the podium. He says ok you're all set. Ok... Following morning I call in to make sure they took the modem lease off my record. Phone Rep says, "You don't have any active accounts with us". Umm... What? I've been using Internet at the new place about a week at this point. How am I on the internet if I have no service? He looks into it, has no real answers and about an hour later says he fixed it. Low and behold, a few minutes later my internet no longer works! I call back in and another Rep says the same thing. I have no active accounts... I can't even get into all of the details, but imagine about 3 or 4 days worth of phone calls with people constantly saying they don't know what happened or how to fix it. Long story short, they tell me I can no longer keep my legacy status because I cancelled my old service and opened a new account. "No I most certainly did not" I say. "I called in to request a transfer and you guys cancelled my service at both places". The Rep even became argumentative with me and tells me he's been doing this 5 years and he knows how things work. Really, in those 5 years how many TWC mergers have you gone through jackass? I've spoken with Charter corporate who directed me to some Spectrum corporate care guy that did nothing to fix my situation other than provide a modem lease credit for the modem I never needed. After telling me I lost my legacy status because I started new service, I let him know as well that I never did. He reviews my file and then says "Oh yeah, well if you move you lose it too". Was definitely covering his tracks. So guess what happens if they bully you into accepting your legacy account was closed? They force you to sign up for a Spectrum package and have no shame in trying to push the higher package on you after stealing your grandfathered plan. Which is exactly where I'm at now, paying relatively double. As bad as this experience was, it's not the end. I now received a bill for hundreds of dollars for new service installation fees and previous balances. First, I was told I would not be charged new activation fees. Second, I paid my bill in full a few weeks ago. There should be no previous balance. Given their monopoly on internet services, it's clear they don't care about customer satisfaction. Yea they'll talk to you, but will constantly transfer to someone who "can help with that". Apparently nobody at Spectrum/Charter can do anything except refer you to someone who MAY be able to help. It's a nightmare and one of the worst experiences I've had not only with a cable/internet provider, but with any company in general. If you have local mom and pop providers, you may want to give them a chance before stepping into this realm of "beat your customers into submission" monopoly. I will be looking into other options when things have settled from my move. read more

Spent over an hour on the phone trying to remove phone service that I didn't order. Transferred from Dept. to dept, put on hold till I hung up. HORRIBLE HORRIBLE CUSTOMER SERVICE. Stay away. Trying to reach their mythical disconnect dept. read more

I didn't want to but today (July 3rd, 2019) I became a cranky, senile, tends-to-lose-temper-easily customer. I was canceling my internet service today with Spectrum because their price went up from $45 to $65 after the promotion period is over. Earlier today I already got connected with another provider. So when the guy said he can give me 10 dollars off so I don't have to cancel the service, I laughed. I tried at least 3 times for them to get me a promotion but nobody cared. They were like sorry you have to go but we can't give you any promotion. I realized this wouldn't not happen until you got real and actually asked them to disconnect (threats won't work any more). It took me at least 20 minutes on the phone while they were disconnecting the service. Ridiculous right? I had to ask a few times "are you there?" Long story short, the guy was ready to go after disconnecting my service but I asked him to update me on my last bill. He transferred me to a different department and I waited patiently. The billing guy first said my last bill would be just for a couple days because the cycle started July 1st. But I asked him to check the exact amount anyways. To my surprise, he came back saying they would not honor any prorated plan now because the official change was made on June 23rd, or something close. It is now a prescription-based service, just like Netflix. This said, I would have to pay $65.99 for the whole month even though I used only for a few days. I know he can't do anything and asked for his supervisor. I was hoping he could give me a break, considering the change was made recently and nobody told me about this. If I knew, I wouldn't switch just 2 days into the month. He was not helpful at all. He said starting in April Spectrum put some notification about this change in their bill to alert customers. They don't call people for things like this. I was like I used autopay so I don't check my bills anymore. So he said it is on me then. He also pointed out if I heard from their customer reps that I can get prorated (yes, I did), I have to give him the name of the rep and the date when the conservation occurred! I was getting furious at that point. But I politely asked if he can give me a break because the new policy just came into effect and I only used three days of service for July. I got a simple no. That's it. No apologies no nothing. I wanted to yell "don't you ever want me to come back to Spectrum?" But I didn't and hung up instead. My request is to have my last bill prorated. PLEASE! I don't think it is fair because you've got my emails and kept sending me marketing messages but didn't bother to send me an email to alert me about this important change. Also, considering it's only a couple of weeks since the new policy came into effect, it is fair for me to ask for a break or others for a grace period. The billing guy today obviously has not got used to this change, right? He would've let me know I had to pay the full month up front. But he didn't and he checked (during the conversations I had with other reps before today, nobody said anything about this even though they knew I probably was gonna switch). If your employees can't do this, why would you expect your customers to get used to this change so fast? Spectrum, please don't rip off customers like this. I just want to pay for 3 days for my last bill. Thanks. Updates - After I posted the complaint above on BBB, I got a phone call from a supervisor with customer relations (something like that). To my surprise, she acknowledged my complaints but refused to do anything. She said something like nothing would bend their policies and procedures even a bit. Wow! Great job, Spectrum! read more

This company is incompetent. I wanted to move my landline phone number to a landline at another property and was told Spectrum couldn't do that. They sold me a mobile plan and device and said I could transfer to the mobile instead. When I called to activate they said they had already discontinued my landline making it impossible to port it to the mobile. They lost my number of over 25 years. Also, even though they disconnected my service right away, I was charged for the full month because they claim they not prorate for unused services. So I was charged for a service I didn't receive and for the loss of my number. read more

I had wonderful service from BIANCA B. in MO today - she did a good job and I am pleased .. and thought the Co. should know .. please give her a GOLD STAR - she deserves it ;) -Captain D -retired (long-time customer) ---- BUT --- - I am not so pleased with the overall Operation itself - I think MOST would say the "actual service/product" IS realllly GOOD ..... but the Co. as a WHOLE is NOT customer-friendly .. i.e. you keep RAISING YOUR initial RATES AND cut-services/features once you have us as a client (not cool) .. you treat NEW CUSTOMERS BETTER THAN your EXISTING MEMBERS .. who is in charge of "Marketing" / Customer Retention there? -- THEY NEED TO BE REPLACED -- -ps- it is truly SAD to see all the 1-Star reviews .. Spectrum/Charter should DO something to improve this situation .. ONE STAR means SOMETHING IS WRONG and needs "fixing/improving" ! -I gave a 4 due to Bianca - not the Co..which gets a 2 ... hope this is clear read more

The person was really rude that I talk to and they lied to us about our account. Our service was cut off for maintenance almost 2 weeks and we called back and they still lied to us about our account. They lied to us and said that our account was overdue we had to call another company and find out if we were still in a certain program and found out the truth called them back and only thing they said to us is sorry for the inconvenience and knowingly in their computers all they had to do was look, and they could tell, but they still went around the bush, not to give us service Every time we ask them about the service that was not working all they could say, is you know your bills do you know your bill is due you know your bill is due then we look in the computer our bills not due for another whole two weeks and they still did not want to give us service. They lied to us so we had to go through the supervisor, and still had the same results. It took us almost 2 days for them to realize that we were right, in order to get our service back on it seems like the only thing that they're weird about is if you pay your bill not if their service is correct they've been having problems with their service in our area every month I will never ever advise anyone to go through Spectrum ever again .if I could put zero stars for the ratings, I most definitely would push one star read more

I ordered internet, phone and cable from your company on 9/3 despite the pleas to have technician to come out your customer service rep said it was an easy set up And they will send out a kit on 9/6 . On 9/7 when the kit didn't come i went to a local store and picked it up. The internet still doesn't work and my phone does either . I called spectrum for help and they said my outlet in my house doesn't work and a technician will need to come out and i will be charged . I'm not paying for a technician to come out to my house . The outlet worked fine the day before with my previous company. It's the wall outlet that came with the house therefore another company doesn't have anything to do with the other . The customer service rep asked me to move to another outlet however the outlet i have it at is the only outlet i can move it to . So now what ? I'm paying for a service i can't use ? What is the next move ? Spectrum this is definitely a disappointment. I work from home so now i have to pay for a baby sitter to go into the office to work because my internet doesn't work . Thanks a lot . read more

They are billing my late fathers estate (died at 96 WWII vet) for services never received. Said that if I did not pay they would send to a collection agency. Spoke to many representatives including rude corporate representative who called at dinner time on Christmas Eve insisting that I pay for a month AFTER his account was terminated. This is what happens when monopolies are allowed to run roughshod with impunity. Awful, awful, shameless company. read more

I've not really had many issues with my service other than my TV flickering a lot and some spotty internet at times. However, I was sick of paying $220.00 a month for their bundled "silver package," and decided to cut the cord and just keep my internet. Well, God forbid you try to drop service with these people. They nearly harass you to keep your service. It's a non-ending argument about how you haven't explored all your options and "why are you doing this" even though you've told them your reasons. In the end, I just ended up saying to the customer service rep, "This is my life and my decision. Stop arguing to me about my life choices." At that she argued with me that she wasn't arguing with me! Then she simply said, "Return your equipment in 10 days" and hung up. Horrible customer service. I highly recommend cutting the cord. Best decision I've made. read more

The only reason Charter Communications has customers is because there are no other options for hardworking people spending hard earned money on piss poor service. When a problem arises, the put forth so little effort to fix it. My internet went down on Friday and they told me the couldn't get any one till Tuesday. After spending an hour on the phone arguing with the customer service rep, I was able to get someone out on Sunday. It doesn't seem to the Charter Communications is living into its vision: "To provide value to its customers by offering high quality communication services, continually improving customer care, and unwavering commitment of its employees." Maybe the unwavering commitment they speak of hear is the commitment to have customers pay for services hey don't receive. You wan't me to pay full price for three quarters service? My internet is still poor, interrupted service. When I contacted customer service, they wanted to send a tech to my house again to check the lines. The rep. couldn't understand that someone had been here to check the lines hours before and had replaced the modem with a new one. The tech who came my home was great and helpful. I am sure customer care would improve if I could deal with people in my local area who have knowledge about local outages and infrastructure issues. And besides, I don't get paid to troubleshoot my own device two to three times per day. The Charter Communications leadership (Thomas Rutledge, John Bickham, David Ellen, Thomas Adams, Michael Bair, James Blackley, et. al.) have confused customer care with unpaid labor. Any way you slice it, the customers of Charter Communications in whatever form it takes in your local area, are screwed. You'll have the privilege of paying a premium for low quality communication services and poor customer care if a problem should arise. read more

Awful service and scammed. Was told 2 years ago not to worry about a bill and it was taken care of just to be lied to and contacted by a debt collector for the bill i was told not to worry about. read more