Took over 30 minutes to return a modem. Unbelievably incompetent. Avoid at all costs.

Keep an eye on spectrum. I originally connected my service only to internet because I don't use cable TV. This company added the service to me without my consent and since I use automatic payments they were charging me for a service that I never requested. Then I moved to another address and I realized that for 3 months you were charging me without me consenting to a service. And also they did not want to give me any credit for the charges they gave me. The service of this company is very bad. I recommend that you be aware of what they are going to add even if you are not requesting it. read more

The service was fine, no issue. The issue is cancelling the service. I waited 38 minutes to cancel and finally hung up. Since the service was avg and the cancellation process was greater than it need be, I give it 2 stars. The retention specialist kept stating you have been with us for 8 years. Well, that is 8 years you had to offer me a better price. Truly, the issue was that I didn't do a better job of searching around on an annual basis and let them increase on an annual basis. When the retention specialist stated he would offer me a better price, a light bulb came to me. I've been paying these guys $86/month for 8 years. They are by far the highest in the area...again, I should have gone elsewhere but nothing stopped them from calling me to lower my price if I was such a great customer. Lesson learned....shop around each year like I do car insurance. Also, if you look on Indeed, you will be forwarded from an agent to a retention specialist and the wait for the transfer is 20 minutes. I would have hung up but did not know if I had to make it to the retention specialist to be certain they would not continue. read more

If a negative rating is available I would give it. Spoke to a rep this 6pm (China), relayed my issue which was I received a starter box without any communications aka - email about it last Tuesday, 05/16. Then I tried to set it up today, the 17th only to find out that my phone number and email is not in their system. Additionally, my address is incorrect but surprisingly still the starter pack package ended up in my mail box. After conveying everything, the rep said she will set everything up from their end and will give me a call after an hour to complete the request and set it up. Two hours has passed and still no call. I called them again at around 10:30pm and spoke to a "Supervisor - Tyler" after conveying again everything was told that China will call me within 5 mins as she finishes up her call. 5 mins has passed and still no call so I called them up again. The Supervisor answered and was told that China did called me but went direct to my vm. Then the Supervisor said that he will take care of my concerns instead and asked whats going on. After explaining everything I was told that we will have to start all over again! He asked me for my name, my address, and since he cant seem to make up of the spelling of my information he asked if could spell it for him. I asked him if he understands "phonetics" and was immediately told that he will pass me over to their Customer Service for me to relay my complaints/issues. I was like really? Imagine that this person is a Supervisor and doesnt even know what spelling in phonetics mean! Since dealing with them was futile the best thing to do was just to drop the call as he was about to drop it anyways. Stay away from Spectrum if you want to keep your sanity and never deal with illiterates! read more

Horrible! The worse internet service provider I have ever had. SEVERAL service outages every week. I loss a lucrative work from home job because I wan unable to keep a stable internet connection each day. Really wish I could leave 0 stars. read more

The only reason I gave them one star is because you have to give something to move forward. It's the worst Internet service I've ever experienced in my life I'm 68 years old. Absolutely horrible too bad they have the monopoly. read more

So expensive for 100mbps $54.9 and too much Hassle for cancellation. Had to answer series of question: why do i cancel? Do i know my house buyer name and his Phone number! Where will i move to? Why don't i move the service along with me? What is their internet service there i moving to? What carrier is my cellular service? Also offered me a bunch of junks. They also don't pro-rate my 3 weeks Never come back to spectrum again. read more

Spectrum is absolutely the worst internet service provider in the world. And that is not lying. If I had a dollar for every time they have gone down just since January I could retire. It's pathetic you can't guarantee that you're going to be able to to conduct your work or any other thing that you need to be online for. It is absolutely ridiculous. read more

Our field office (unfortunately) already had Spectrum service set up onsite. The service was pretty good and consistent while we were there. However, when we scheduled the service to be disconnected, they disconnected us A MONTH BEFORE our scheduled date. When I contacted them regarding this late in the afternoon, I was on with a CS rep for over an hour trying to get our service back. I was transferred 3 times, and the person I spoke to said our service will be back up that afternoon. NO, it wasn't. Tried calling the next day - said they were working on it. Still no service. Had to contact our HO network engineer, because, of course, he got a notification on the previous afternoon that our service/connection was down. No service the whole day. The next morning, our rep and I basically double-teamed them from separate ends trying to get our service back up. They were going to charge us $250 for THEIR mistake. Finally, someone with some sense said they would waive the fee since it was an error on their side. Finally had service by lunchtime on the third day. Did I also mention that, because THEY disconnected us, they tried charging us service under two separate account numbers that overlapped service periods! Are you kidding? AND, they still have not sent anyone to clean up the excess cable that OUR electricians had to cut from the mobile office almost two months ago as of this writing, even though they were supposed to send someone to clean up their mess. I'm so glad I have AT&T, and will recommend that's who we use moving forward. read more

Always goes out with bad weather speed is slower than what I paid for. " would automatically kick me to 2g and there is not way to force spectrum to use 5g. So my speed was 250 I was paying for 800. read more

I have called and messaged for almost a year now. Spectrum keeps sending mail (I do not care that it is advertisements) in my father-in-law's name. He passed Jan. 2022 and every time my husband gets this crap, he loses it all over again. I have jumped through every hoop but they continue to show up. I am contacting a lawyer for a cease and desist letter. If it does not stop, we will sue for the disregard of my husband's mental state, aggravated anguish, pain and suffering. I am SICK of the lies and what this company continues you put him through!!!!!!! read more

Worst customer service ever. You stay on hold for 45 minutes waiting on someone to help you and most of the time they can't help you. I'm looking for something else. read more

Do not recommended. Not great service. Not great customer service. Pricing keeps going up and up and up.

My second day in Charlotte and getting the services corrected has been an absolute pain. I was forwarded to Spectrum by a Duke Energy Representative and set up the internet service, and was told I would get 36 months at 34.99, the rep assured me that he could not be lying to me about the service I was about to sign up for. I signed up for it and all seemed well. A few days following that, another Spectrum rep calls offering me a trial of Spectrum TV Stream, which I accepted (30 day money back guarantee). I called a few days later to cancel as I did not like the service. Instead of cancelling, the rep ADDS TV service to my account which I did not request, specifically stating I wanted to cancel the TV stream. Right now my account has gone from 34.99 to 90 for something I did not want. I call back to cancel the TV service that as just added accidentally that I did not want and this new Spectrum rep cancels both TV (which I requested) AND the internet!!! And yet I still had the Spectrum TV Stream. So now I have no internet or TV. I call back a THIRD time and finally speak to a competent rep, who finally adds my internet service back but then forwards me to customer assurance. I explain to the customer assurance agent what happened and then they give me his voice telling me they have never heard of any 34.99 plan for 36 months, almost as if though I were lying. I told her to look at my original plan so that she can see I am not. She then puts me on hold for a while and tells me I am eligible for 34.99 for a year, instead of the 36 months. I barely ever had issues with Xfinity while living in South Florida and this level of incompetence is STUNNING. I literally JUST moved and this is the level of service I get. I should not have to call Spectrum THREE TIMES to get an issue resolved, only for them to butcher my plan. I wish I had never accepted the Spectrum TV Stream trial. I would LOVE to speak with a REAL customer service rep, some level of management that can really fix this entire issue up. I sincerely hope that a class action suit against Spectrum is filed some time in the near future as I have heard that several other customers have had the same negative experience. IF you are a Spectrum employee that can correct this, please reach out. read more

absolute trash. I've never been with an internet provider that had outages SO MUCH. probably like once a month. if it wasn't through my apartment complex I DEFINITELY would not be using Spectrum. read more

Don't use them. When you stop service Spectrum will not give a refund of overpayment in a check form! Only a 3rd party debit card if you use them as I don't!!! requested a check that I NEVER GOT, then spectrum and their 3rd party charged me a service fee while I waited on a paper check. My loss of $30. + dollars loss, was a scam by spectrum & 3rd party helper to steal my money. You must pay them every month with u.s.funds and spectrum found a great way to keep you money for them! Taken advantage of a senior citizen (fixed income) and a war Veteran this company's robbery need to be investagted for misuse of peoples refunds due to them! You been told so get loss you due refund like I did....... good luck to you read more

My experience with Spectrum has been eventful to say the least. I've had issues trying to re-merge accounts after I purchased a new phone stemming from July 2022. Though the multiple calls for hours to customer service frustrated me and dealing with the fact there is no Spectrum email contact to address your issues, I received help from a phenomenal associate at the South End location. Fitz guided me along from the beginning and I could tell he truly cared about helping me find a solution. His knowledge, professionalism and attention to detail make him not only a stellar representative for your company, but also someone who's skills could be better utilized in a larger capacity within the organization. Now that he has taken responsibility of something that was never his fault, my phone issues have been solved and I can get back to enjoying my services without interruption. read more

I do not care for spectrum. Their customer service is pretty bad. My internet n tv used to be 138 it's now 222. They go up all the time. I'm older. Young people don't like tv so they lose business and cheat long term customers by overcharging them. Went to office this week. One person seeing customers. One .... Three checkin stations n one clerk. I had a really bad experience with a service tech the other day. read more

Awful internet service and even worse customer service. During the one year that we had spectrum internet, it was "down for maintenance" at least a dozen times for hours at a time. Not to mention their prices are well above other local companies. Customer service is rude and not even the slightest bit helpful. The company could care less about its customers and it shows through the way that they handle disputes. Save yourself time and money and find another internet service. read more

The actual service was ok, but trying to cancel service with them was a nightmare. It took 4 different phone calls to finally get them to cancel my service. read more

i have their Wifi service after moving here from Chicago. it was required to get spectrum unfortunately. the inter speed goes too slow for this company to charge me $75 for 300 mbp. I got charged $50 with xfinity for 500 mbp and the service was much better. if you're looking for an apartment complex and their only service is spectrum, look some where else in a hurry. read more

After many (30+) years of having this cable service and not being able to use the same savings opportunities as a new customer I finally decided to cut the cord and drop Spectrum. Now I find that they don't prorate at the beginning or end of a cycle, they choose to rape and rob you for the WHOLE month. When I began my service I was with Cablevision, then it became Time Warner, and now Spectrum. Each new name came with less concern about the consumer who pays their hard earned money. I have never dealt with a business whose practices are so rigid and set up to infuriate the customer. I will not look back at this company if I ever need service again. Thank you AT&T Fiber for setting me free! read more

Didn't have to begruddling walk into my local store to return this modem that was "leased" to me without full disclosure. I haven't had cable since the 2000/2001 academic year but I deal with Comcast/Xfinity via my parents so I know to rue the cable providers and their surly workers. Tonight's service from Forrest out of the Mooresville call center saved the company and kept them in a "good graces" position that they don't care about but I'm just telling you. What I have learned is IF YOU DON'T WANT TO WORK BUT WANT TO COLLECT A CHECK....SECURE A JOB WITH TWC. Hopefully the technician will make it out Monday at noon or earlier but we will see. A simple move couldn't work as a transfer but had to be done as a new account. Cool beans but when you talk to others they swear they have no idea what's going on. Really! insert confused look. It's nice you can walk in equipment and I'll do that next Friday. Yet its frustrating when different reps have a varying standard of quality and care. New Accounts will always get a discounted rate offer but check to make sure how many channels are included. read more

As a long term spectrum consumer I have been given the worst experience of customer service. First off for anyone that currently has an spectrum account please be advised to keep consistent watch over your bank account. As we (consumers) are constantly asked to verify our identity while giving pertinent and sensitive information. Just to have tech savvy scamers employed with Spectrum/ Charter Communications to hack into your bank accounts and steal money that registers to spectrum business accounts and then to have their customer (rude) service department lie, and fenagle the situation to make it the fault of the consumers is beyond reproach and disrespect. I advise anyone that has a current spectrum account to jeep a close watch on your bank accounts, and please do not opt into bill pay services that is a sure set up and scam. Also do not volunteer personal information easily. I really hope the BBB gets hold of the scamming that is being done with Spectrum employees and blow the whistle on them. read more

If I could rate 0 I would. I did not even have yelp app but I download just for this. The spectrum store at south end has the most ridiculous customer service I've seen. Only 2 ppl on staff and they were hanging out and grabbing snacks behind the counter. I was waiting for 40 minutes for absolutely no reason. There were 10 other people waiting while the employee were chilling. Left the place and came to AT&T next door read more

Ouch...could not believe this is TWC Customer Service location! Before I trash 'em too badly, I did get good service once I was waited on. How discouraging to work there when it could be so much better! TWC should be embarrassed to invite the public into "their home" when it is so dumpy, crowded, out date, under-staffed, and nearly impossible to find. Is anyone listening?? What a contrast to the arena which earns the city bragging rights. Hate that I'm returning to them for my cable after years of great service with Direct TV. Double ouch. read more

I guess when Spectrum took over they decided to downgrade already historically bad service. Hard to believe. There is two employees at this location and 15 plus in Cue. Only a cable company can get away with this type of customer "service"! Three people just appeared out from a back door... maybe they don't really think their job is to work! read more

Time Warner Cable is awful. I really recommend looking elsewhere for your cable/internet before choosing them. I have had nothing but issues with my cable and internet since I had them, which has been about 3 years. My internet will be slow for no reason atleast once a week, my cable will freeze and I will have to restart my box...which is annoying when you are trying to watch tv. Also, they really have the worst customer service I have ever dealt with. I recieved a bill from them a YEAR AND HALF after the fact for 35 bucks. The best part is, I do not even have time warner in my name anymore....when I asked why I got this bill so late, they told me that since I moved they no longer had a "bill to" address. hmm, very odd that no other companies had any issues with sending mail to my new address. Its also extremely odd that they could not contact me via e-mail or telephone? Would that have been so difficult? I dont think so. I called them up to discuss his and ask them these questions and the person I spoke to was dumbfounded. Yea, I would be to.....because it makes NO SENSE TO BILL SOMEONE A YEAR AND A HALF LATER AND THE FIRST TIME THEY SEE THE BILL IS WHEN IT IS SENT TO THEM A YEAR AND A HALF LATER. Do yourself a favor, take to look into another internet/cable provider. It is not worth the hassel or the headache. read more

had great service at the spectrum store at Rivergate. in and out in less than ten minutes to exchange my modem. went home and installed new modem but didn't have internet. easy to try fixing myself bef calling and getting help. Kat helped me out and had it fixed in no time. terrific customer service and support!! read more

horrible service! the best times to watch tv is when it is raining or cold outside. one ounce of bad weather and my internet starts to act up! if you can use another service please do read more

A-OK. Nothing more, nothing less though either. I use to go to the John St location because it was the only spot that I had found friendly service. This location, however, is closer to my house. All I needed to do was turn in my equipment. I had cancelled my service because of moving, and they said "just stop by any Spectrum center and drop the equipment off." Sound easy enough yeah? What they should have said was "wait in line at any Spectrum center, for at least 20 minutes and then turn in equipment." This location has a sign in station where a woman greeted me. She was friendly and got me signed up and on the queue. There are a few screens across the room with your first name and last initial to tell you where you are in line. I waited 20-25 minutes to go from number 18 to number 1. The man that took my modem was friendly enough, to the point. The whole interaction was fine and trouble free, but I don't think I'd stop in here if I had any trouble. I asked a few questions and he acted as if i was genuinely wasting his time, and sighed as he had to log back into my account to answer a last billing question. So, it was fine. A-OK. Got the job done. Glad I only have one bill left though. #offthegrid #justkidding #dontworry read more

I have copied below the entire conversation I had with Spectrum (actually a chat) which I have copied below. They promised with my agreeing to their service for TV and Internet that I would have the first 3 months free, a DVR included and no activation fees. When their representative set us up we had no DVR. After trying a chat where they tried to charge me $12.99 more a month then my agreed amount for something I was promised I was given a phone number to call. I called and finally after the 2nd transfer (the first 2 and the 3rd tried to charge me more money as well) I got this straightened out and they sent me a DVR I had to install, returning the other equipment. Sad to say but you have to threaten to leave to get anything done. Now I see I have a small bill outstanding for the first month after I was promised 3 months free. I tried chat and basically was given a phone number to call as they could do nothing. I am through with Spectrum and their continued promises they do not keep and the waste of time this has caused. Fortunately, I have no contract with them so I will simply wait for AT&T to offer a deal and in the meantime pay the small bill charge. If you are thinking of using Spectrum be sure you have everything in writing and even than you may experience problems like I have had. Online Chat Spectrum 8-14-22 1:00p.m. You're connected with Candace Hi Robert!! Thank you for reaching out to the Spectrum's Sales Department, home of the Streaming TV Solution Specialists with super exclusive mobile deals just for you!! How can I help out this beautiful Sunday? Me: Currently with AT&T but they just raised our price $30 to $120 so we are thinking about switching. Need 500MBps and minimum TV channels.Do you charge a fee to set up? Do I have the capability to tape shows or is that an additional cost? Is the price the price with all fees/taxes or is it higher than what is advertised? Do you have termination fees (probably move the end of June next year as we rent currently)? Address is 9501 Cedar River Rd., Huntersville, NC 28078 I'd be happy to take a look for you at 9501 Cedar River Rd., 28078. Still with me? Me: yes Just checking, about to answer your questions I was making sure I got all of them at once. I can waive the install for you guys. DVR is an additional costs depending on your set up (if you have boxes or not) pricing is shown before additional fees which I can quote. We don't do contracts, so no cancelation fees apply. How many TVs do you have? Me: 1 Do you have Samsung or Roku TVs? Xbox One? Or AppleTVs? Me: None of the above, just 1 cheap one, we do not watch much TV and think about just getting rid of it. Got it, do you have your own modem and router or would you need that provided? Me: Would need that provided. Cool, and last thing, any must have channels? Me: I like History, Discovery, ABC, NBC, CBS, FS1, USA, National Geographic but none is mandatory (currently do not have ESPN). Perfect! So, you can go with TV Choice 1 DVR, Ultra spectrum modem and router, for $110.96 monthly for 24 months with no contracts. The first three months will be free however, so your first actual bill will be due at the end of the 4th billing cycle. Me: $110.96 is the total bill? No additional Fees or Taxes that surprise me? If we move in June/July would we get the same price until 24 months are up? I am guessing we would have to pay installation fees than. So no installation and you are covering the router/modem? How much is the ability to tape shows? No other fees, taxes I can't see until the end of the order, but they are estimated to be $4-7. Yes, you can transfer services and keep your promotion. There is no installation fee, the modem and router are included, and DVR is included. No other fees, taxes I can't see until the end of the order, but they are estimated to be $4-7. Yes, you can transfer services and keep your promotion. There is no installation fee, the modem and router are included, and DVR is included. Also, if ATT charges you to cancel, we will cover that up to $500 for you with this package. Me: Not enough savings to switch (a couple of bucks) especially with all the setup hassle. I appreciate your time. If you guys come up with a better deal let me know. Being that you are also getting the first three months of services free, savings is certainly more than a couple of bucks. You also are getting a consistent price for 20 months after that, versus staying with AT&T and paying more (because your pricing will increase again). Also, Considering your subscription to Spectrum for Internet, depending on your mobile provider we may be able to apply a 40% discount towards your budget each month. Who do you currently have for mobile services? Me: For Mobile my brother through work negotiates a rate which we have something like 12 phones on so that is not changing. How much do you pay for your lines? Me: This is 500 MBps? I have Helene down here and we are discussing. The p read more

Absolutely worst customer service I have ever dealt with!!!! It a shame that we are basically held hostage for internet service in a large city for basic internet service. I made an appointment before going into the store to simply exchange my router for an upgraded one. My appointment was confirmed and I went in early to avoid a long line. When I show up, there is already a ton of people waiting. I type my name in and wait patiently. During the course of almost 45 minutes while waiting on my "appointment", I notice the 4 representatives present disappear periodically behind close doors and not return for 15 minutes or more at a time. At some point there was only 1 gentlemen working with customers, when the other were no where to be found. With a packed house of people, you would think a sense of urgency would be encouraged!!!! By the time my name gets called for my "appointment", there are no more modems available for exchange. The representative informs me that just because I set an appointment, and just because customer service lets me know inventory is available, doesn't mean that the store they told me to go to can help me at all. I then proceed to ask when can I expect a modem that is required for my upgrade will be available, to which the representative can't confirm. Also, this store cannot set another "appointment" to come back to this very spot, to wait in line, to hopefully exchange the product that I was told was available!!! Only to be told that I would have to go online and start the whole process over AGAIN!!!! Absolutely ridiculous that one of America's largest information and technology companies cannot set an appointment up to deliver on products and services they provide. I will NEVER EVER recommend Spectrum/ Time Warner or any other name you want to call it to anyone!!!! 0 STARS!!!!! read more

Horrible billing practices they do not pro-rate cancelations even if its 1-5 days after billing cycle. You have been warned. They will not even do a "courtesy" waiver or adjustment. You have warned. read more

We had a horrible experience with Spectrum. Their customer service is extremely rude, harassing, and charges you $61 for one day of internet service after canceling with them. First of all when I was disconnecting their service, customer service was really rude and tried to force me to go against my wishes of what I wanted to do. He also tried to make me change my mind and go against my husband. Then guy must of thought that I was stupid but I never fell for it. Second of all they did not tell us that if we canceled one day earlier that we would not get charged for the following month. They charged us a whole month for one day of service. I called about it and they put in a reference number for resolving the issue and it was denied. Therefore, we were robbed by the company for service that we no longer had. Another thing they did was call at 3 times a day and it went to spam. They were calling about the money and everybody was once again rude about helping to resolve the issue. You could not call the number back they were calling from, but you did have to call the regular customer service line instead. On top of all this, our spectrum site closed and we had to go 1.5 hours out of our way to return the equipment. That is asinine and apolling to us. That should have never happened. They need to make it more convenient than only having one or two places to return the equipment. Needless to say I would never recommend them to anybody at all. They are the worst and we will be avoiding SPECTRUM at all cost because they stole our money. read more

Ah Spectrum, how I H.A.T.E. thee... let me count the numerous ways that you've managed to make me seethe with red hot hatred since you've taken over my TWC services. I HATE YOU - reduced ability to record on my dvr from 6 shows to 2 shows I HATE YOU - reduced my channel line up with zero warning I HATE YOU - made me require more larger boxes and more remotes to get less services I HATE YOU - constant skipping or pausing during live shows I HATE YOU - simply awful people that answer your phones I HATE YOU - flooded my limited television viewing times with YOUR OWN commercials! read more

This place sucks....20 people waiting and just added 2 additional reps to the 1 they had working! Sheesh... read more

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I want a company that can give reliable internet. The internet drops out multiple times a day

Worst experience I've had with any company point blank period. My rent includes their services went to pick up my equipment and instead of any reps helping me they just had me sit on a phone call for almost an hour where I was told my account would be active. After the call the reps in store told me it wasn't active and that I'd have to call the number back instead of doing anything to rectify the issues themselves. They also did not give me all the equipment included in my services. Tried doing a self installation and equipment ended being faulty. Now they sent out a tech and I even told them I didn't give my cable box and the tech was not told to bring one easily worst service ever. You guys are flat out terrible. read more

If I could give them a zero I would. Our service is constantly out. We set an appointment to exchange equipment and have to wait over 2 hours in the store to receive the wrong equipment per tech support after waiting on hold for another 2 hours. We returned equipment and are on bill pay with our bank. Honestly, didn't notice they continued to bill us for over a year. Rep sees they are over charging us sees that we returned the equipment but says can only go back 60 days and lectures me about reading mail. I'm sorry but I am a busy mom with 2 kids who works full-time. I trusted Spectrum would not overcharge me and do the right thing. My service is still not working but they did offer me a new more expensive plan....smh read more