Spectrum Store in Latham, NY I had a wonderful (& very helpful!) customer service experience today at Spectrum's store @ 664 New Loudon Rd, in Latham, NY. Mr. Omar McCray took me immediately, was attentive to my concerns regarding my new router equipment and was able to seamlessly access my Spectrum Account resolving both my issue and additional questions. It was my first time meeting Mr. McCray, a Retail Sales Specialist, but the Spectrum store in Latham now has obtained a new loyal and satisfied customer - me! Thank you, Sorelle Brauth read more

We've had nothing but trouble from this company ever since we were forced to use their services. I say torced because we can't not have internet, however we do not have the freedom of choice to choose a different company as our internet provider. This is completely and utterly against the Constitution might I add. We have been long time customers and had a contract start date in august. Anytime there were any cost increases, we were told that they were up to a certain cap, and would only ever occur during our annual billing period. However, right at the very middle of the start of the pandemic in March of 2020, they randomly increased the cost of our services without it being at that point, and after the cap of the highest price that I was told by a representative that I would ever have to pay. We negotiated to have our internet speed increased because we were having intermittent issues in the connection of our internet. No one should ever have buffering past 1995. And yet it is a common daily occurrence for us. We increased our internet speed by a factor of 10 and our internet quality went completely down. We got a spectrum approved modem and updated the Mac address. The representative who was supposed to do this service did not do so and then charged an additional activation fee despite the fact that we had activated to the higher level of internet speed 2 months prior and already paid the activation fee! Another agent waived the fee and refunded it, however we were then told that the modem that we purchased that was on the website, was not good enough and we needed to go get one of theirs from one of their stores and then our internet would no longer have intermittent speed. So we go to the store and get a modem that is spectrum provided. The representative at the store said that everything that needed to be done to activate the modem to our service was completely and utterly finished and all we had to do was hook it up. We get home and we don't have an internet. A fourth 30 minute phone call to spectrum later and we finally do have buffering and laggy pants internet. We are constantly getting messages from all streaming providers saying that the internet is not connecting consistently and we are getting intermittent internet. I do not believe the spectrum robot that tells me that it is not intermittent. After four phone calls I go to call a fifth time when they guaranteed that the internet speed and connection could not possibly be having any issues. They actually have a message that says that they do not have enough people to answer the phone right now probably because everyone is getting this absolutely unethical pack of lies regarding the problems that are happening with the internet speed and connectivity. Case in point a friend of ours had to call spectrum and have them come out three times before they actually found the problem. They kept insisting that there was no problem and yet there was a problem. They just wanted to charge him $50 three times and waste his money. My in-laws also are having the issue of Internet constantly dropping in the middle of the day three times a day. If you have the human right of freedom of Internet choice, please never choose spectrum they are unethical liars who speak as politely and compassionately as possible in order to lie to you and trick you into thinking that everything is okay while being lazy and doing nothing to actually provide the service that you are paying for.. After five phone calls I want my internet price cut in half without any raises for the duration of my time with spectrum as a customer - whether it's one more year or 10 more years I never want the price of my internet to be raised. I have been lied to plenty of times and had to endure through crappy internet speed when my husband and I both work from home! This is absolutely unacceptable and we will not be satisfied unless we have a significant financial guarantee in writing of a reduction of our rate as well as a complete and utter correction of the problem with our internet connectivity and speed. Thank you for reading this review I hope you truly have a marvelous day. read more

We went to the Latham location seeking info regarding cell phone service. Omar waited on us. We purchased 2 phones and added Spectrum cell service for both. Our old phone companies did not make the transfer process easy, but Omar remained patient and kind. We were at the store for 3 hours because of our phones (and previous companies) issues. While there we not only noticed how kind and helpful Omar was, but also the other employees. Every customer was spoken to politely and helped with the same care. I was so impressed. I highly recommend going to the Latham store for your cable, cell, and wifi needs. read more

after a 2 day, 4 hour nightmare with a rude service representative at the Clifton Park store we went to Latham. the staff was professional and the supervisor traveled between service reps to insure good service ( that was Michael). it did take a few days to get our phones switched but he opened a problem log , advised us of the situation and followed up. it was well worth the ride to go to Latham. read more

So my boyfriend upgraded his phone about a month ago from this store. They didn't have the model he wanted in stock so they had to ship it to us which they said would take 2 days to arrive. A week went by, no phone. We call in, only to find out that the phone was signed for by someone we didn't know 2 days after it was shipped. We went through the procedure with spectrum to file a missing claim and they told us they couldn't send a new phone until fedex agreed to pay for the missing merchandise. Ok. Spectrum told us they had to blacklist the phone so that in the event someone else tried to activate it, they wouldn't be able to. Ok great. So about a week after we file this missing claim the phone shows up. Very exciting. We call spectrum back, make them aware, and they tell us they now have to white list the phone in order to activate which should take 24-48 hours. We literally wait 72 hours before trying just for it not to work. Tried everyday after for about a week, still nothing. Countless hours on the phone with spectrum and still no where. So today we go to this particular spectrum store, and ask to return the phone for a new one. They wouldn't take it back. Said we had to call and get a label. We told them that all the people we talked to on the phone told us we had to go to the store. There was rep at the store in particular named JAMES, who literally did not want to help. We asked him to call spectrum with us, he wouldn't. We asked him to try and activate the phone, and he said the option was grayed out and went on to say that it was probably because we were behind on the bill. We literally owe spectrum 0 dollars right now so I feel he said this just to aggravate the situation. He then told us he works til 8 and we could just wait there until they close. Finally another rep came over, who by the way we dealt with in person last week and she had supposedly activated the phone. When we got home we realized that was not the case. How did she activate a black listed phone? Did she lie? Or just not do her research? Anyway, she steps in and offers to call someone for us. That's at least more than James was willing to do. He kept saying he gets paid to sell phones not sit on the phone for customers. Anyway, the lady that called for us gets ahold of someone and tells us yet again she is going to file a ticket to get the phone white listed again. Which we've heard twice before now. We really just wanted to send the phone back and have a new one sent since the IMEI is clearly messed up on this one but we were told we'd have to pay a $50 restock fee! That is even if they approve to take the phone back since it's been more than 14 days. We ended up leaving after the ticket for the white list for filed but James told us not to come back unless we call first to make sure the ticket had been completed. At this point I'm just disgusted with James's behavior and the lack of customer service anyone at spectrum has provided. Will probs switch to a different carrier. read more