We had trouble with the Spectrum app so I called and spoke to a rep that tried helping (about 20 min) and we got disconnected and he never called me back. I called again and a lady said I can fix that and put us on hold (for more than an hour, we were curious as to how long it would last ) Called back again and thank goodness we got Franklin on the line and he squared us away within 15 min and is emailing me problem shooting instructions for future use. Kudos to this gentleman he was very informative and professional. The 5 stars are for Franklin. read more

Continued fees being added. Customer service agents tell you one thing and do the opposite. Poor equipment guarantees. Not willing to work with the consumer. Internet: breaks down consistently. Techs say they are upgrading equipment, still breaks down. Consistent pricing, coverage, and equipment very poor. read more

absolutely awful and I can't even fathom how internet can be this bad. Upload speeds are always at the lowest point and connection drops everyday. NEVER will I use spectrum as a provider again once I move from my apartment in 2 weeks read more

I just wanted to drop off my old router. Only two girls working and there was no movement. I guess they think a 2 hour wait is acceptable. Fed up, I placed it on the ground next to the representative. She told me I had to sign in and wait. I work 60 hours a week and don't have time for this nonsense. I walked out the door. read more

The rep at this store, Michael, was excellent. I called customer service because I canceled mid month. No prorated refund. It's in the small print on the printed bill, BUT if you pay through the app you don't see it. I'm on a fixed income and don't like being charged for services not received. Very deceptive. read more

this location is terrible. as I sit here in the store I see 3 customer service reps just staring at computers and only 2 helping customers. The wait is long and the representatives are not friendly. They should have a person designed for equipment return only. when I got here there were 6 people not including myself returning equipment. read more

As the years go on, Spectrum Cable TV services costs continues to climb, as the value of their services steadily declines. In January, with Spectrum's "Gold Package" (the best they offer) the only AMC channel we had came with dozens of commercial interruptions each movie. When asking about this, Spectrum customer service advised if we wanted AMC movies without commercial interruptions, we should add "AMC+" and select the movies from the "AMC+ On Demand" channel. We did that. However, we continue to receive multiple commercial interruptions during these movies. So, we are paying Spectrum for the cable TV "Gold Package" services, plus three additional movie channels, and we still get commercials on AMC+. Of course, Spectrum customer service blames AMC, and AMC blames Spectrum, for this shady business practice. read more

I would give 0 stars if I could. Do not get this company and do not go to this store. They both are disasters. In the past two months, we have had internet problems at least once a week. They have gone completely downhill and we are strongly considering switching to T-Mobile. Everyone we know who has T-Mobile has had no problems with them. It is worth noting that on yelp T-Mobile has 4 1/2 stars and Spectrum has only 2, which is actually 2 too many. We are now in the Spectrum store because our latest problem is a modem that isn't working. This is the third modem we have had to get from them. This was their problem, but we are in an office that is packed with people having problems with them and have talked to people who were here for two hours last night and had to come back today and have been waiting an hour so far today, as have we. To return their stupid modem that broke that just needs to be switched out, the simplistic of tasks. This is not a competent company and they definitely do not care about their customers. Do not make the mistake of getting this company. You sill regret it. We are in all likelihood switching to T-Mobile. read more

Liars and Thieves I told them about a promo I heard for Spectrum Mobile I would like. The guy with bad facial hair and a cheesy gold necklace was like "no problem, let's set you up". He sets me up and then afterwards when I mention the promo deal he was like "I can't offer that". Completely lied to my face. So it's 3 months later and I've been on the phone with Spectrum every month to try to get this promo deal. Every time they promise me that's it's taken care of and I have the deal and then it's not there. Just lie after lie after lie. Maybe their business model is to lie to their customers hoping they'll just give up? Anyway, signing up for Spectrum Mobile was the worst mistake in my life. I implore all of you to never do it read more

Internet has been down for more than two days so far at a senior living community in Florence. Everyone living there is affected. The manager there says that the IT specialist is working on it and it's still down. I personally have fiber optic connection with another provider and had zero issues for years. What's worse, the Spectrum satellite near Barnwood Dr at Thomas More was shut down, leaving far too little customer services to those in need. Now Florence is the only one place for such a large area of Northern KY. Step it up Spectrum. Please. read more

Internet is unreliable. Service has been out multiple times this week. No offer of a credit to my bill for the inconvenience.

False Advertisements regarding their home Internet Wi-Fi speeds! We switched to Spectrum from AltaFiber, and the upload and download speeds vary by the hour, even when nobody is home and using the Internet. Sometimes it doesn't work at all. You call customer service for troubleshooting, and all they want you to reboot the router, which does provides a temporary resolution. Then they want to try to sell you on other services, as opposed to addressing resolving the issue. I know the price sounds good, but as the same goes, you get what you pay for. read more

Went to the Florence Spectrum store on Mall Road yesterday. My old phone was not taking a charge and acting wonky and I needed a new phone. I was lucky enough to get Lydia as may agent! Lydia was great. She was patient, knowledgeable, and very personable. Lydia is a great representative for your company and made my visit a pleasurable experience. read more

My wife and I were upset thinking that the complex problem with our cable box was not fixable. Martin's knowledge and skill prevailed and before long our upset turned to JOY. In addition, Martin is a very kind and considerate person. read more

Worst experience in a while! Only one employee, I came in 45 min before closing and the one employee stayed with the same customer until closing, one employee came in 15 min before closing to help... what was he doing this whole time? I dont know. Poor guy who was before me was waiting to make a payment that took no more than 2 min. He must have waited for over an hour. At last i am called almost 45 min in just to return a router since I bought my own... SYSTEM FOR RETURNS IS DOWN! Have to comeback tomorrow! read more

We needed to switch providers and combine with our Internet and Taylor at this location was amazing!! Our card was declining and she stuck with us patiently and made an appointment for us to come back the next day and try again. Very kind and professional and patient with us the whole time! read more

I was sold into a deal, 500mbps, free wifi, for 44.99 and a one yr phone line for free. I had 2 phones on spectrum already so they said I could bundle and have 20 a mo. discount on the phones as a bundle deal. And it begins..Started in dec. after I declined my 2 yr deal with altar fioptics, the woman asked my name and I told her, thinking she already had my account for phones up, but she started a new account that caused all kinds of misery. she told me to go to the phone place and tell them to bundle the phones since I had internet with them. got there and they denied the deal, said it was not under the name as the internet,, short story,, took 5 days to try to get it all fixed but notta. I went thru BBB to get help with the mess and Head quarters called and worked things out about the package deal. they still said we had to keep them on separate accounts but they did honor the bundle, he told me it wouldn't start until march but I was happy with the out come. so in Jan I have lost wifi at least once a week and I would call and ask what happened to the wifi, they told me there were an internet outage, yet only my wifi went out and I still had internet, what they didn't know was my PC was hard wired so i never lost internet just wifi. so tis became a weekly routine. feb comes and both phones and internet paid but someone at spectrum got my bank information and ran my card thru my bank under spectrum name and when I caught it I had to go thru so much agony with spectrum and the bank, the bank allowed the transaction and then we closed that card and waited, sure enough the same card used again thru spectrum and they were caught but no one knows who ha stolen my information. I tried to removed the old card from my account spectrum refused me that access and told me I had to put a new card on the account or they would use the old one and if it is declined they would charge me the fee and disconnect my service. I told them it was closed. weekly wifi issues still remains and I finally told them off and they said I had 17 items on my wifi and I do not own 17 items, so my account was being monitored? march, they took my free wifi off and said its no longer free since i had the phones ( which was never put on my account) and I reopened my BBB complaint and am seeking a lawyer. people please watch your bank accounts carefully. read more

well i went in to return an extra router they sent, 3 employees were just standing around talking while there were multiple customers in the store, upwards of 5, the one guy working spent 50 minutes trying to con someone into adding a bunch of features/upgrade their plan and do a bunch of that salesman garbage, incredible waste of time, terrible service overall as well, throttling is standard, either hard throttling when they think they can get away with it, or certain sites being throttled, such as youtube of all things, spectrum is lame and this store seems pretty lame too read more

Completely worthless customer support. Tried to return a WiFi router to stop paying $5 per months. Three visits later and a call to customer support, they let me return it. Wow. Is this customer support or customer hostage? read more

I would give 0 stars if I could. I called for a simple thing that should have taken maybe 10 minutes if that and got transferred back and forth 6 times. 1 hour later I finally got an appointment. The CSR there need more training and clearly there is a breakdown of some sort. I most likely will be switching to Cinti Bell just so I never have to talk to these people ever again. read more

I've been waiting for two hours, there's only one employee (Joseph), but the one employee continues to stop helping the customer at the desk and doing other tasks. Then when I thought it was my turn, I walked up, but the screen said it was a woman named Marylands' turn and she wasn't here. Then an older gentleman proceeded to the counter, and I assumed Joseph would make him wait his turn and help me, as I was next in line, but instead he continued to help the other gentleman. But then that took every bit of 45 minutes, all while stopping to help him and doing other tasks! All I need is to pick up equipmen, AND THERES NO EXCUSE FOR IT TAKING OVER 2 HOURS TO PICK UP EQUIPMEN! Some of the worse service, EVER! read more

I came in close to closing time, there were a few customers still in the store when I arrived but even though it was past closing time the staff was very professional, Nice, and very informative. Luckily I was just picking up so I didn't have to take too much of their time but I appreciate the time they gave me read more

Do not waste your time. The staff is ineffective and actively tried to shirk any work. Expect to be told to find the customer support number yourself and speak with someone who cares. The only positive thing I can say is at the store looks clean but maybe that's because everybody else already knows not to go there read more

Terrible. I don't mind waiting my turn but there computer system for check in does not put the que in order. Then when questioned, at least on employee was politely rude. read more

I switched from Cincinnati Bell to Spectrum. Problem is that Cincinnati Bell never received a request to Port my home phone. I reached out to both and still not resolved the problem. This has been going on for 6 weeks. read more

Tried to add another line to my plan with them. Already have phone, internet, TV, & 4 mobile phones. Somehow they could not identify me to add the 5th mobile phone. I asked why & the silly lady couldn't tell me. She also didn't care. Told me to call customer service to order the phone online & come back to the store if I needed help setting it up. Drove down the street to Verizon who took care of me. Spectrum has good prices on their plans but lack of customer service makes them an absolute joke. read more

I would give it a 0 if possible. I have NEVER received good customer service from Spectrum. I switched from Fiopics to Spectrum because a nice sales lady convinced me that Spectrum had changed and their service was a priority to the company now and she saved me a couple of dollars a month. A year later I added a deck to my home and couldn't get WiFi on the deck. I called support and they said they couldn't provided WiFi extenders in my area. So I switched back to Fioptics. I took my equipment back to the Spectrum main office not far from me and they had permanently closed. I went to one of their stores and told them I wanted to discontinue service and they sent me to the nearest UPS store and said they took care of all cancelled accounts. UPS said all I needed to do was return the equipment and Spectrum would automatically cancel service. 2 months later I am receiving notice for over due bill from Spectrum. I called customer "service" and was treated with condescension from the person who answered the phone. He said he couldn't do anything unless I had the exact date the equipment was returned and was very rude. I had to go back through all my papers to find the UPS receipt and will call back and speak with a supervisor. I will NEVER do business with this company again. read more

I was told over phone that my bill would be 219 a month. I receive my bill? and it's nearly $300. Why lie straight to me about something as serious as the cost? This is scandalous! read more