They raise your rate every year and when you call to complain they tell you "we're sorry your promotion ended". I've never been told I was on a promotion other than the first time then they said it 2 more times and within 3 years I'm paying more than double what I was before. $70 for one person on social security is too much. They do have a program that could help however it requires a printer; forms from the government to prove my status when every other company just puts my social in a database to confirm my benefits status (disabled not a useless eater) but not these guys. It would also require me to have a car to get to the post office. I'm legally blind and asked for help. I asked them for clear it's in what exactly they needed and if they could send me a form in large print but the answers I needed weren't off the script they read me & I gave up & I just don't know what to do. I can't afford the raised prices and if I get behind by less than a month they cut me off then charge me for the time I did NOT have service as well as a late fee and reconnect fee effectively doubling my bill and putting me more behind. This is a predatory company with terrible customer service. It's better to just live without the internet. read more

Had to leave at least one star - would prefer to use zero. We opted for the phone buyout option to switch to Spectrum and have been fighting for months to actually get the buyout money - then they just stopped even responding to our complaints. Our patience is at an end with this. T-Mobile (our "old" carrier) does not show the phone numbers, just the IMEI number on the close out bills. Spectrum will not recognize them - they say they can only recognize phone numbers. They just give you the runaround and avoid actually coming through with the buyout money they promised. Never did see the money. The thing is they transferred our phones over to Spectrum before telling us that we had to pay them off at TMobile first. So we were stuck without phones until we paid them off. We even showed them a screen capture of our phones showing them the IMEI number and phone number. Nothing could be done at the local store - it all had to be done over the phone. So they made themselves inaccessible, and made the conditions impossible to meet, so no buyout money. WHAT A JOKE! #spectrumlies #spectrumdoesntcare #spectrumbuyoutisajoke #tmobiledoesntcare #dumptmobile @spectrum @tmobile read more

Two people working. One isn't doing anything to help customers. Other is going at a snails pace. God I wish time warner was still in business. read more

Their customer service is awful. Go elsewhere! I tried to cancel my service and they made that difficult.

Went in to return equipment. Had appointment and arrived 10 minutes early. 3 reps were helping customers. 3 customers were waiting. Sign in/registration screen at front of store would not function correctly. I tried for about 20 minutes. Not a single rep acknowledged me in any way. Finally, one of the waiting customers came over and said that sometimes the screen didn't work if your fingers were cold(?). She helped me - using her warm fingers to get on to the wait list. This was about 10 minutes after my appointment. Waited another 20 minutes to talk to rep. During this time, one rep left after seeing a customer and another came in - but just sat at station working(?) and didn't help any of the waiting customers. At one point, I became so frustrated with the sign-in machine and no one offering help, that I decided I would just stand there letting no one else use it until someone did something. Fortunately, the kind lady customer waiting (not the staff) helped me out. I was not happy when I talked to the rep. read more

I have dealt with the public my entire adult life. It is my opinion the Horseheads branch of the Spectrum store needs serious education on dealing with the public. I stopped today to exchange defective equipment. The staff was extremely slow in dealing with the clients. They sat chatting and laughing while 8 clients were waiting for service. When I stepped forward to ask why it was taking so long to deal with us I was rudely told to go sit down and they would be with me when they could get to me. Also that an appointment was actually needed if I wanted faster service. I see no reason why an appointment would be required to exchange equipment. I left and went to the Ithaca store. No waiting, prompt cheerful service and none of the we have extensive paperwork and dragging out each encounter. Horseheads gets a negative 5 star. Ithaca got a plus 10. How about Spectrum send the Ithaca manager to Horseheads to teach them proper customer service. read more

Wow. Spectrum as a whole is an extremely difficult company to deal with and this specific location meets those same expectations. Staff that doesn't know what they are doing. Had to make numerous phone calls to fix their mistake. The sign in kiosk barely worked, and I definitely felt by the staff that the customer was last priority. Both times I was in the store, there was either 0 or 1 other customer and wasn't even acknowledged for several minutes while they walked away (out back) or were chatting with other people. (did not seem to be a customer) They messed up my needs so bad in the store, that when I went back, the rep couldn't even fix their own mistake. read more