It has been 5 years of endless convos with support techs, filing service complaints, testing devices, buying new equipment, replacing indoor cables/connections/outlets/surge protectors, repairing outdoor switch boxes/underground cables etc etc ... now I have to rent more equipment at my cost in order to get the advertised internet performance! From: "Bazurto, Jose" Jose.Bazurto@charter.com Date: June 18, 2018 at 4:21:26 PM EDT Cc: "Mansfield, Dirk R" Dirk.Mansfield@charter.com Upon reviewing your account, you are currently on our Spectrum Internet Plan. With Spectrum Internet, you are expected to receive internet speeds of up to 100 mbps download and up to 10 mbps upload. Speeds may vary depending on the type of device that is being utilized and its surroundings. During our most recent visit, our field ops representative was able to achieve speeds up to 100 mbps download and 10 mbps upload wired and wirelessly directly to our Spectrum modem and router. When we incorporated your third-party router, we were only able to achieve speeds up to 80 mbps download wired and 50 mbps download wirelessly. With this we were able to determine that your third-party router is limiting the speeds that you are subscribed to. We recommend to utilize a compatible router that is able to take full advantage of our fastest internet speeds or you are more than welcome to receive a fully compatible router from Spectrum at a rate of $5.00 per month, added to your current plan. We do understand from your last E-mail that you are considering to cancel our Spectrum Internet services. I do apologize, as I am unable to perform this action via E-mail. This type of request does need to happened in-person at any of our nearby Spectrum locations or over the phone at 1-855-707-7328. I can also arrange for a member of Spectrum to reach out to at you at your earliest convenience, if so, please provide me the best telephone number and time for them to speak with you. In order to discuss your Spectrum account further, we would be more than happy to speak with you over the phone at your earliest convenience. Please contact me at the phone number included in the signature below or contact Dirk Mansfield at (336) 217-3370. If you received our automated voicemail system, please leave the best contact number and time that we can reach you back at. Thank you, Jose Bazurto | Supervisor, Tech Support, Residential Internet/Voice| 336-217-3019 721 A North Regional Rd | Greensboro, NC 27409 Date: June 19, 2018 at 11:22:44 AM EDT To: "Bazurto, Jose" Jose.Bazurto@charter.com Cc: "Mansfield, Dirk R" Dirk.Mansfield@charter.com Please Tell Mike Hsu that I definitely do NOT want to set up another time to send a text to bringing our router into the comparison again. I have been waiting for Mike to call me back since May 17, 2017 and the problem is not my router. You guys are providing me with 60 mbps and charging me for 100 as seen in this attached speed test from last night. Cancel my service, and refund me for the 5 years worth of payments I gave you. "During our most recent visit, our field ops representative was able to achieve speeds up to 100 mbps download " is a flat out lie, and your gaslighting is making me crazy. Cancel my Spectrum Internet services. I am no longer responding to your messages so please stop contacting me. I am forwarding all information the the New York Attorney General's Office lawsuit against Charter Communications and Spectrum, formerly known as Time Warner Cable, alleging they deliberately promised Internet speeds they could not deliver. read more

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I'd give them a zero if it was possible. They are not only inept at diagnosing and resolving cable issues but their customer service agents say one thing (we'll get a technician out to you today) while their dispatchers say and do whatever they want. I've had billing issues as well. Seems that nobody in their company speaks to one another. Each department acts in a silo, thus the inconsistency and screw ups right and left. We need another to Spectrum in this town. read more