I love the company itself. But service in San Fernando is questionable. Wouldn't consider coming back to this location.

STAY AWAY FROM SPECTRUM!!! The company is full of incopmpetent idiots! I had a simple address change from Valley Village to Burbank, but apparently that's too much for anyone in this company to figure out how to do. So i was setup with a second account in Burbank so now I had two accounts! one of which went unpaid (in Valley Village) so they cut both accounts services, when I called and asked what was up with my service interruption, i was told it was interrupted for non payment! I then explained them THEIR mistake, i had to waste an entire weekend of being tranferred from person to person finally i was told i had to bring both accounts current, and I would then be issued a refund check for the amount paid for the other account which was not supposed to have been continuing to charge me for!!! now here we are I have a different (much better and less $$!) service provider... BUT THESE PEOPLE WON'T STOP BOTHERING! IT'S NOW BECOME HARRASSMENT! I HAVE HAD TO EXPLAIN THIS CRAP TO 4 DIFFERENT COLLECTION AGENCIES! THEY WANT THEIR PRECIOUS EQUIPMENT BACK!! I WANT MY FRIGGIN' MONEY I WAS PROMISED!!! CHEATING LYING POS! DISGUSTING! SUCH A BIG COMPANY, ON TOP OF STEALING FROM PEOPLE, THEY ALSO SEEK TO RUIN CREDIT HISTORY WITH COLLECTION AGENCIES! PAY ME MY MONEY THAT I WAS PROMISED AND YOU'LL GET YOUR OUTDATED CRAP EQUIPMENT BACK!!!!!!!!!! read more

Horrible service consistent maintenance and poor connection. Service tech Miguel came to install cable for Neigbhor and disconnected mine while trying to establish a new connection.. had to call and wait half a day for another service tech to come and fix the screw up. Horrible- Will be switching to another provider read more

I work from home and recently moved, so I made a big effort to ensure my WiFi moved locations easily. I have never been so frustrated and inconvenienced as I have been with spectrum. I called spectrum WEEKS in advance to make sure the transition was smooth. I was told all I needed to do was exchange my equipment for some that will work with the new apartment. When I got there, they gave me equipment fairly quickly which was nice. Except when I tried to set it up they gave me the WRONG ROUTER. Spent an hour on the phone trying to troubleshoot. So I had to go in the next day to exchange again, and turns out they didn't have my equipment in stock. I try my best to be as polite as I can to any employees, because I know that often times people can be rude. I was met with total unwillingness to help, and quite frankly some rude attitudes. I asked if they could contact any other store, but they said they aren't allowed to contact other storefronts. What kind of business doesn't have access to contact other storefronts?! That blew my mind. On top of everything, there were ROACHES in the store. The employee had to stop what he was doing to dramatically squash the roach. It was quite disgusting. Finally after the THIRD day of exchanging equipment I was able to get my WiFi set up. If I didn't work from home, and there wasn't a huge sense of urgency, I would most definitely have switched to AT&T WiFi. If and when I move next, I will most certainly be looking for other WiFi providers before settling with spectrum. read more

I walked in today to see if they could give me another Samsung Phone and the lady that was serving me was accusing me of "Throwing my cell phone at her" excuse me? and then on top of that she embarrassed me right in front of the customers by saying "its not a good to start the morning like that" she was so unprofessional and totally out of character I have had good service before but this lady took that cake didn't even apologize nothing! to the lady that served me today Get some lessons on customer service!!! read more

Worse experience ever. My router went out, they made notes to have it replaced, all I had to do was run down to the store and exchange. After realizing they closed down San Fernando street in Burbank so restaurants could remain opened, I had to park 2 blocks away. I got here, checked in, told to wait outside as they only could allow 16 people in at a time. After burning up outside for 10 minutes and watching 4 people leave, I walked back in, she realized she'd forgotten about me. But during my hour and a half wait, I counted 20 people most of the time I side. She was horrible and their wait was insane...and oh yes, they only had 2 people working plus the gal who forgot about me that had checked me in!!! read more

Watch our new scam. "We will put you old people in poverty then tell you the government will help you pay us overcharging you!" Only you have to be in poverty to get that discount so they are LIARS! This is the worst service ever ! The Worst! You either pay 80 dolls for 200 mb a second which it truly never is or 24 dollars for occasionally reaching 30mbs a second. THe biggest scame by the largest illegal monopoly. read more

Shout out to Debra for my 6:20pm modem swap appt today (Saturday). Got in at 6:15pm, checked in on the iPad, and was called up at 6:20pm, assisted pleasantly by Debra. Not sure what the fuss is about with this place. If you walk in as a customer with a good attitude, you will be greeted and treated with a good attitude. To all the bad reviewers, grow up, your problems aren't that big of a deal. read more

This Review is for the Rep Hike"Hyke" probably misspelled. Went in April 20 to get a new phone and # transferred, and was without service for 30 mins while I was left to call my previous carrier myself after he already completed the phone transaction."the part he gets commission on." In those 30 mins, My email was also hacked and my password changed on me, while he was in the back room " nowhere to be seen" At this time I was connected to their wifi network trying to transfer information between phones with an a Switch App." Finally after re-entering the same account info and pin I gave him for my previous carrier while on the phone with them - the # transfer finally went through. Hyke was very rude during the 2nd half of the process, after I called him out on it and asked him directly. Pressured me to leave the store and snuck up on me on their couch "the only place for a customer to gather their things together" to catch a glanse at my passwords I had out. Will never return to this location, and be very careful who I deal with in the future in these similar situations. No thank you Hyke, Probly never took a hike in his life.. read more

This is based on the customer service people, Not this location. I rarely if ever write reviews unless I'm really upset. I'm so dissatisfied with their customer service especially during covid. I'm always on time with my payments but during covid I am surviving on my unemployment and since the cut two months ago it's been a struggle to keep up. I was past due $75 bucks and I called in a week ago to ask for more time. I told them they were my first priority when my check arrived. Anyways when I told the guy he said it's fine you have until the 19th but call us back if you need. I said can you please notate my account. Today I get a text that my service would be cut off. I asked for just 5 more days knowing my check would arrive this coming week. Over $75 bucks guys, not like 300 past due but $75 bucks. They said sorry, I then called again and spoke to a supervisor and said why didn't that guy say hey just be aware that the 19 is cut off day! He made me feel like thanks for calling and not to worry. Now the supervisor says too bad. My kid uses his computer for online school at the moment and I don't even have cable with these pricks! No remorse so all day i was in a panic until a friend gave me a loan to pay their stupid $75 bucks... I've never experienced this with any other company in LIFE! Such disregard. The supervisor should have said ok 5 more days or cut off. Had the first guy said that than fine but I wasn't warned until it's now or be without your jankie, slow, bad connected internet service we provide. I paid more than my past due to get them off my ass. This month they are adding the extra $300 and won't be late anymore. I'm a loyal customer and made effort to get to them a week prior. No one told me that it's the cut off day until cut off day! Paid them but I'm looking at some other companies as of now. Sad! Here is my convo with the lady today. read more

we've been using spectrum for a year and suddenly we have found out that we're being charged for about $15 more than we used to. When we contacted them they said it's their policy. So disappointed. Now I need to get another internet provider. read more

I had to come pick up equipment for new service. Because of the pandemic they are asking customers to install their devices themselves, which is totally understandable and I had no problem with it. When I told the customer service rep that I wasn't very technologically savvy he said he would explain it to me step by step but he was extremely condescending in doing so. When I stopped him to ask a question because I wasn't understanding what he was saying he snapped at me that if I would just let him explain instead of jumping ahead (which I wasn't doing I was trying to understand his last sentence) it would "go a lot easier". It's almost like the second I said I wasn't technologically savvy he thought I was a freaking idiot or something. Also the way he was explaining things was insanely over complicating something that wasn't complicated at all. Anyway, I thanked him for his time and was polite the whole time, but I really hope I never have a reason to have to come back to this store. read more

I had spectrum for about 8 months. My service was crappy. I had just my phone and PS4 with one of their highest internet and I would still Lag while I played video games. Then I disconnected the service and they sent me a letter of disconnection and for two months of thinking I didn't have internet they said I was still connected!? I was so confused they were calling me everyday to make me pay and if I didn't they would threaten me that I would go to collections. I really hate spectrum will never return. Customer service is terrible . For my first internet company to ever have I AM VERY DISAPPOINTED AND UNSATISFIED ON THEIR POOR WORK ETHIC M/customer service and just overall what spectrum stands for ! Wont ever return . Telling everyone around me never get spectrum and i also had friends move over from spectrum to other internet providers who will treat us better ! read more

Horrible service. Came here yesterday to buy a new phone the guy did it for me no problem. He was awesome. My bank blocked the purchase so I came back in today to get it right. Different girl is there and tells me I can't buy it because I need the person who's plan I'm on to be here with me in person. I tell her the other employee said nothing about that. She rudely says "well I'm not gonna get in trouble" and walks away. If you have a policy that's fine, tell me that. But get all ur employees on the same page and don't be rude about it when I clearly was misinformed. Spectrum is the worst read more

Super understaffed. They had one desk person and one manager working the last time I was there. There were at least 10 people in line and the manager wouldn't or couldn't jump in and take people from the line - he was literally standing next to the one person getting helped and letting the rest of us wait (up to an hour) to get help. But, when they do finally get to you they do try to help. read more

This review is for the Mobile. False advertising. Misleading. Straight up lying. They have no "unlimited" data plan. It's just like any other limited data plan. After a certain amount of data the internet slows to the point where you can't even use it. What a crock! Do better and stop lying to people. read more

Just had to return a cable modem since fiber optic internet finally came to my neighborhood. Waited an hour in line (got there 10 minutes after they opened). Clearly this company is more focused on trying to expand its wireless customer base since they know no one cares about cable TV or internet. Unfortunately for the many wireless customers in line ahead of me, the staff know little to nothing about modern wireless devices or services. When it was finally my turn, the rep told me I had a wireless router in my possession that I also needed to return... only thing is I turned that in to them about 4 years ago (never used it). The rep understood I was telling the truth about this . Not only did she not reverse the hundreds of dollars they have continued to charge me (the monthly fee for having that router over 4 years), she just proceeded to tell me that I should call in to dispute the charge for the cost of the router!!! I'm, like, right here. Disputing it. Now. Didn't occur to her. I will gladly pay however many extra hundreds they want to never have to deal with this company again. read more

This review is solely for Peter at the Burbank location. I have had Spectrum issues since June 2020 and have been handed off to so many different reps who have no idea what they're talking about or could solution my issues. Peter was so kind and quick to help from the moment I walked in. I felt like he genuinely cared to help and understood my frustration. Peter got me on my way in less than 10 minutes and made it so simple for me. Everything is working just how its supposed to now. Thank you Peter!!! read more

Getting ready to bail on Spectrum monthly charges have gone up dramatically and they refuse to work with existing long time customers to adjust to current offers, its one we have you we don't have to deal with you. Cable, Internet at $250 monthly is outrageous and won't be for long... read more

Spectrum is the worst services ever. DO NOT GET. I am warning you. You will regret. Services always goes down and they take forever to send a specialist to come and fix. read more

Spectrum mobile sucks. It says I have five bars but nothing will load, even though they are supposedly on Verizon's network. The saving of 50$ a month isn't worth the head aches and basically complete crap service if your off your home wifi. They also somehow couldn't accept my grandmothers iPhone 7 which was unlocked and made her buy another one but my iPhone 7 was fine. Both unlocked from att . I regret the switch. read more

Their internet is constantly out, their customer service is absolutely terrible, and my bills just increased. We are in an international pandemic and they are raising people's bills? Worst company out there. Pay high prices for internet that works 15% of the time. But really, what company is raising prices right now? Greedy ones only. Most are forgiving bills, not increasing them. read more

Run run run away from this company. Save yourself countless hours of frustration trying to get what you paid for. You'll wait days for technicians that don't show up, call centres disconnected from the field, agents incapable of solving issues or go off script. You'll question why class action lawsuits have not ended the careers of their inept executives. read more

After repeated problems and calls they finally sent out a technician. He replaced the DVR box and it still didn't work right. Finally, they put in an updated box and that changed everything. WHY does a long time customer have to put up with the old technology? Why doesn't a current customer get offered their best? If you have not had a new box in over a year demand it. They have them in the truck but will not offer it. read more

Worst Customer service by phone you have to wait at least half an hour each time. they don't have call back option like the other companies . hidden fees always in the bill, like other charges and so . read more

Had an appointment for the two-minute process of picking up a modem. Still had to wait 40 minutes to talk to an employee and get my equipment. They also didn't give me one of the cables I needed or any instructions. Not sure how I was supposed to look up the setup instructions online when my modem wasn't activated. read more

Too bad Sevice - both internet is terrible- customer service worse - I call Custemer service to cancel my internet account, I was on hold 45 minutes after than it was disconnected, I tried again - this time I waited 55 minutes and again - call was disconnected. read more

I had been a spectrum subscriber for over 7 years and noticed that they started offering a basic cable package (1 tv) with internet for less than $100. My bill had been slowly rising to its current $183.85. Thinking Spectrum would want to keep me as a customer, I sent to the store to inquire and was told I had to cancel my current account and reapply in 30 days. I of course decided to cancel my tv and just keep my internet. Unfortunately, they don't prorate my payment and I happened to cancel with still two weeks left on my last payment. This non customer satisfaction oriented attitude of Spectrum will eventually come back to haunt them as more and more streaming services are made available and since I only need the regular networks for news, I am moving to an antenna solution. I predict their subscriber with their kind of model will continue to shrink. read more

Worst WiFi ever, it's super unreliable and doesn't work, I pay for 400mbps and 20up and I'm lucky if I get 8mbps and no up, look for another internet service before this one. I would rather go no internet than go with spectrum. I hope they close soon so a good internet service provider will come. read more

My Spectrum bill keeps going up and when I call they have no explanation! The services are the same but every couple months it goes up! The customer service reps are the worst!!! They just say if you want to lower your bill you can cancel a service but that isn't why I called or an option that I feel.is acceptable when a good client of several years calls to question a bill. Spectrum please do something about your reps in store and over the phone! read more

This location is on the main road in Downtown Burbank near all of the little restaurants. I had to return my cable box and arrived yesterday 5/4 to do so. Due to CV19 we had to wait outside in the sun and as we were patiently waiting an associate from spectrum came out to tell us we were not standing in line correctly and needed to be apart from each other. There were no signs, no tape, nothing just this man directing a line of 2 people how to stand. My husband asked how long the wait was as we could not really tell how many people were inside the store and the man quickly replied "you can come back tomorrow if you wasn't". I'm leaving one star because the customer service of this place did not even deserve one star. When I finally got to my turn there were 2 people inside the lobby working but just standing there and the same man took my box and gruffly gave me my receipt. Everyone who was working there was rude and did not seem like they wanted to be there. Do yourself a favor go to the one in Eagle rock just to avoid this one. A message to the people at this store Customers don't need you , you need customers! read more