Spectrum, your service has been an absolute disappointment, and after over two years as a loyal customer, I'm beyond frustrated with the ongoing issues and lack of accountability. For the past 11 days, my internet has been completely down, with no signal whatsoever, despite all my troubleshooting efforts. This outage started suddenly two weeks ago, and there's been no clear explanation for why a reliable connection I've depended on for so long just vanished overnight.
I reached out to your customer service multiple times via chat over five days, but those interactions led nowhere. Last night, I called and spoke with a representative who was genuinely helpful and scheduled a technician for today between 6 and 7 PM. Unfortunately, the technician arrived at 5:47 PM, which was inconvenient given my work schedule from 10 AM to 6 PM. I had to leave early to accommodate this. That said, I truly felt for the technician; it was extremely hot outside, and he worked diligently for over an hour, checking wires around the house. I even offered him a cold sparkling water to help with the heat. He seemed just as perplexed as I was, noting there was no signal at all, which makes me suspect there might be a broader wiring issue in the neighborhood. He assured me he didn't need further access inside and that my equipment should remain plugged in.
However, upon returning home, my Wi-Fi was still not working. When I called again tonight, the representative was dismissive and unhelpful, showing no sympathy for my situation despite my polite but direct questions about why I'm still being billed for a service that's been unavailable. They had no notes from the technician's visit, no confirmation of what was done, and couldn't explain the brief eight-minute connection earlier in the evening before it dropped again. All they offered was to send another technician tomorrow and have someone from the field team call me, essentially starting over with no resolution in sight.
To make matters worse, I chatted with support via the app and connected with Sidney, who was equally apathetic and provided the same unhelpful responses without addressing my concerns. It's unacceptable that I'm continuing to pay a substantial monthly fee for high-speed internet I haven't had for nearly two weeks, especially when I was billed today amid this outage. It feels like your team sent a dedicated technician on an impossible task without the tools or information to succeed, and now I'm left questioning the reliability of your infrastructure while being expected to foot the bill.
I expect better from a company I've trusted for years: a full credit for the downtime, a thorough investigation into the root cause (perhaps neighborhood-wide), and immediate fixes without more delays. Until then, I cannot recommend Spectrum to anyone, and I'll be exploring other providers. This level of service is simply not worth the cost or the hassle. Zero stars if possible. read more
