Absolutely would avoid at all cost, terrible. Charged $100 per month for services I didn't ask for.

Just don't. Had an outage. Three days to have a tech come and take care of it. Apparently, they don't care about existing customers. No other carrier has had me wait more than 24 hours for tech service. this is disrespectful. I can have new service installed with another carrier in two days. I will be going to another carrier. read more

I had a relatively pleasant and easy experience at this Spectrum store. There were 9 booths for customers, but only 3 were staffed. I was greeted by someone and she put my name on the waiting list. Each customer was taken care of in about 2 minutes, and it was less than 10 minutes before I got to go to the counter. Stephanie was able to help me set up my cable and internet in about 15 minutes, relatively easy process. The only complaint I have is that one of the other reps did not know what she was doing and had to keep asking Stephanie questions, and took about 5 minutes to help her out multiple times instead of helping me. But overall it was a quick and easy experience! read more

I called to cancel my internet this morning because it has not been working for several days. I made it very clear that all I wanted to do was cancel my internet then they kept me on the phone for 15 minutes just trying to sell me additional services even thought I sad no. I asked for a supervisor 3 times and was told that they were the supervisor. Then I was call rude by the customer service person all because I want to just CNACEL MY INTERNET. This phone call last 20 minutes, this would not have been so bad but you can never get anyone on the phone any other time for any issues. This was suck a awful experience. SO I GUESS I AM RUDE because your service sucks!!! read more

I talked to a lady in May in regards of my service being turned off at the end of June, because no one would live there in July. It is July 12th, my wifi does not work (it was turned off) however i have a bill for July1st-July31st. I contacted Spectrum in Lexington, as well as their customer support, and they told me that I still had to pay for the service even though it is turned off and no one is living there/the boxes are returned? They do not care about their customers, all they care about is money, which they know they can rip off College Students in Lexington. Paying more money for a different service is something that I highly recommend because you will get better care, the team members will be more considerate, and your service will actually work. read more

They are the worst! I am currently waiting for the fourth technician in the past 30 days to solve an Internet connectivity problem. Of course this technician is already two hours late. The tech-support on the phone and the technicians that come to the house all seen cordial and confident of their abilities but they continually fail at their job. If there are any other options for you besides spectrum I would advise you to take them. read more

I've been to this location twice to return cable equipment. Both times I found the experience to be more or less easy and efficient. When you walk in a greeter meets you and asks the nature of your visit, be it returning equipment, setting up service or adding to it, etc. You're added to the current queue. When your turn comes up your name is called and you're directed to a service representative. My wait was never more than 8-9 minutes. The return process was quick and painless. I couldn't really ask for more as far as simplicity, efficiency and courteous professional help. I've also found their phone and online customer service to be typical of most any corporate provider, and their internet service has been excellent, imo. read more

this morning I had to go to the Spectrum store to exchange my DVR. I was early and sitting in my car waiting for them to open. a nice young man in a wheelchair came to the door and gestured me in. He opened half an hour early to help me. Its was so kind of him to let me in and get my exchange done. read more

I took my modem and router to the store to cancel my Internet Service due to 5 outages in January and February. There were only two customer service reps in the front and I was 7th on the sign in log. Both reps had the same people at their station for over 20 minutes and one was still with the same customer when I left 45 minutes later. Occasionally, one or two other reps would come from the back and wait on one or two customers and then go in the back for a long time. It was infuriating! And now, I'm going to take my DVR up there and I want to tell them to stick it where the sun don't shine but I loathe the thought of taking that much time for them to not care about the people in the line anymore than they do. Never, ever will I be a Spectrum customer again. read more

Terrible customer service. Rates went from $45 to $70; they "notify" you through tiny font on a tiny section of your bill. Even though I cancelled Spectrum three days into my billing cycle, they required me to pay the full month, even though I did not have equipment and was not using it (because I couldn't, it was turned off). Horrible business. read more

If I could give 0 or negative 5 rating I would. Rates increased over $40 in a single billing period. It's in small tiny font somewhere on my bill which is 6 pages, (supposedly). Anyway, I made the mistake of paying this but the next day decided to downgrade from having television equipment to use my smart tv and Spectrum app. Was advised that my next payment would reflect the change and anything I overpaid would be applied to the next billing cycle. Approximately $60 change. Well I got my bill and seen a full charge. I called billing and they said, "I'm sorry you weren't advised we no longer pro rate, so anything you paid was for the previous period". I turned in equipment the day after I changed service so my bill should have been adjusted since. However, I was advised my new current bill is what I was told the average after changes. So basically Spectrum stole $60 from me and aren't willing to make the adjustment for something they failed to advise. Anyway, I have come to a decision to cancel service and go wireless with a streaming provider and also save $ at the same time. I only hope I can help anyone who thinks Spectrum is the way to go, think of other options because big name and power has no loyalty to long time customers and customer service is very unprofessional. read more

set up an appointment to pick up a router and modem online at this location. i'm going to repeat. wanted to pick up a MODEM AND ROUTER from an INTERNET SERVICE PROVIDER. i was able to schedule an appointment online once i set up service to pick up the equipment at this location. i walk into this store for my appointment and the guy doesn't say anything to me and looks at me like i have two heads. so i have to say that i am here to pick up equipment. to which he says "oh sorry we are out of equipment." he doesn't say he's sorry or or offer suggestions to amend the issue. so i ask him what to do about it and he says "oh you could try the hamburg location." so i ask if there's any way to know so i don't drive out there to get the same answer. he says i could try calling them. i try calling the number listed on the website. when i get on the phone with someone, i am told the stores don't have a phone number to call them directly and that the call centers have no way of knowing if they have equipment in stock or not. absolute waste of time. you're telling me that spectrum let me schedule an appointment to pick up equipment when they have been completely out, walk in to get it and the guy is pretty much useless and doesn't give a dang, and then corporate has no way to know if the other location has it in stock before i drive across town? absolutely useless customer service. tbd if hamburg has it in stock. EDIT*** Hamburg is the place to go in Lex. the reason the Nicholasville Rd location is "out of equipment"? They have plenty in stock but they don't give them to people that don't sign up in the store because they don't make commission off equipment pickup. Don't waste your time and go to Hamburg. They were incredible and very helpful there. read more

"There has been an outage in your area!" has been our good morning text for the last year and a half. To top it off, I have added "reset the router" to my daily routine, usually about twice a day. Get up, feed the cat, pet the dog, breathe in the fresh air, reset the router, change the laundry, do the dishes, reset the router, you get the point. On top of this, once a month, we pay the bill, then, a few weeks later we pay that months bill and the previous month's bill, why? Because the payment didn't go through, despite being told that the payment was "successful" and was taken out of our account, and yet we are still expected to pay the late fee and both months' payments. We're told our bill is only around $70 a month, and yet somehow we have to pay $90, and when told we want to cancel they only offered to drop it to $65 and increase the speed, despite speed not being a problem. We have called about these issues before and was left on a "suicide hold" for 45+ minutes before finally having to hang up because our break off work was over. To sum this up, we had a terrible experience with Spectrum and would rather use a mobile hotspot over what they call an "internet service". So if you are out there, deciding between a box labeled "internet" and Spectrum, go with the box. read more

If I could have given a half a star I would. Tried to cancel my service after they raised my rate without telling me. I was then told that they would not prorate my bill. I have only used two weeks out of the month so I have about 16 days but they want me to pay for for which I won't have had their service. When I asked them if the shoe was on the other foot would they pay for 16 days of service they didn't have? Of course I said no. Insurance companies prorate. Customer service at spectrum is lousy. Do not recommend this company for anything. read more

Cannot stress how horrible this company is. Rates went from $45 to $69.99 for 100mbps...tonight ran a speed test and we are getting 35-40mbps. This is a daily problem which I've complained about numerous times and they have yet to fix. Really believe they throttle lower tier customers on purpose. Wish zero stars was an option. read more

Please save your money and get another provider, with all the new stuff out there , don't waste your time or money, spectrum is a joke.

The worst! Service just starts flickering, DVR is incomplete. Unplug, wait, replug, ugh! No prorated service for loss of service or sloppy service. I understand why the Lex-Fay Government put them on notice! No support! We need a different cable provider.... read more

There are 8 podiums for them to wait on people. I've had to come here twice (on a Thursday afternoon and a Saturday afternoon) and both times they've only had 3 people working. The wait is around 2 hours. This is ridiculous. At least the people working are very knowledgeable and nice. read more

All I can tell you is to get it all in writing. They will say anything and not honor it. I was told multiple times by several people that I would not be charged for TV service since we never got it to work at my house (after calling 6 time over two days). Guess what? I was charged, so I called, and was assured they would remove that charge. Didn't happen. They dinged my credit. At their store, when I cancelled my internet service, they would not provide me with any sort of written confirmation of my cancellation. Told me that they were verbally confirming to my face, but when I asked for it on paper, they said there was no way to provide that. When I asked for an email or even a statement on a random piece of paper, or a recorded statement, they refused. So they will tell you one thing to your face but will not put it in writing, and most certainly will not honor it. Tells you all you need to know. Bottom line: They make it easy to get into your checkbook, and will do anything to stay there. With metronet, windstream, and kinetic, you have options. read more

I am currently a customer spectrum and I have had nothing but issues. My internet goes down on a daily basis between 11:00 a.m. Eastern standard Time and 2:00 p.m. Eastern standard Time. I do work from home and if this continues to happen I could possibly lose my job and if that happens I fully expect spectrum to 100% take care of this as it will be their fault. Spectrum said they could provide me with a better service than Windstream I do not see that it has been a better service I have had nothing but issues from the very beginning. This is ridiculous I cannot believe a company of this magnitude can allow this to happen. Does this company even care about their customers and what their customers are going through. It's not like I'm using this internet to stream movies play video games or anything like that I am using this to work. I am to the point now I do not know what to do should I go back to Windstream? Should I stay with spectrum? Is spectrum going to fix this if I lose my job? I mean I need an explanation as to why this keeps happening. read more

Absolutely 10/10! I always have trouble with my ISP whenever I try to directly call Spectrum and I end up waiting for over an hour just for someone over the phone to tell me to turn the modem off and back on. I decided to go here in fumes ready to fight some people that my modem is at fault. Instead I came in and TJ instantly helped me and knew what the problem was. I had no problems and I recommend anyone that has an issue go there instead of calling or emailing Spectrum read more

So I cancelled my service on the 11th of the month but my bill was charging for service through the 26th. They refused to prorate my bill. So even though I am not using the service I still have to pay for it. Unbelievable!! I called the 800 number to try to get them to prorate the bill and they also refused. Best they would do is a $10 credit. I feel so solidified in cancelling my services through them! So just a heads up of you plan on canceling, make sure you check your dates so you don't get screwed. We switched to Sling Tv and absolutely love it!!! read more

Excellent customer service from Brandon, the technician on the phone. He was knowledgeable about my cable box issues, asked clear questions and gave clear instructions, and after quickly determining an in-person technician would be needed, facilitated that in an efficient manner. I feared spending hours on the phone with Spectrum, but by calling this store in my city rather than the number on my bill, it only took minutes. I'm very impressed. Also, my Spectrum internet service has always worked splendidly. read more

I no longer have cable so I can avoid this place. I have waited an hour+ every time I've been.

Ok the store is super easy. Never really that busy. Sure a wait is normal. But I've never waited longer than 10 minutes. Been here 3-4 times. Now don't get me wrong I do not spectrum as a whole. Way to expensive. Taxes and other random charges are freaking ridiculous. Plus the guide and on demand mess up all the time. Internet's fine. Anyhow. People who work at the Nicholasville rd location are cool and easy. If you have to have spectrum this is an easy one stop shop. You can get and return equipment l. Pay bill. Start stop service. Etc. read more

Goldie had an attitude that makes want to go to windstream. I can't express how mad I get when I go to a customer service store and the employees whom only job is to be nice and helpful have the attitude of Regina George , un acceptable read more

I'd give them 0 stars if I could. Garbage! My promotion ended and for slow internet, modest cable package my bill jumped to $200. I was pissed. I called and tried to cancel, after being on hold for 22 minutes I found out they "bill monthly" so my options were to end service today and pay for the next 3 weeks or call back in three weeks. "Their system isn't set up to do future cancellations" What a bunch of Bs! Just spectrum trying to rip you off as much as possible. read more

-5 stars if I could. Tyrone is the rude, Destiny is a joke as a manager, would not come out to speak to address issue. Lies about what charges would be. Tyrone would not print receipt. When the purchased showed up it was for an amount $400 more than real purchase, when I found out it was past 14 days and too late. Out $500 for trust in Tyrone. Nobody to handle dispute and Destiny, the manager, seems to get high off her power and the fact Spectrum is covered and there is nothing I can do. Live with it with a smile. Tyrone and Destiny should not be employeed anywhere. I waited twice for total of two hours to talk. People storming out because three "employees" are in back with two employees to handle 15 people on waiting list, Again They love mistreating people. Spectrum has inspired me to make, "consumer body cam," Like Police body cams. Do not trust anything they say. Get receipt on-site. Destiny and Tyrone need to be fired ASAP read more

If I could leave less than 1 star I would. Their internet service is spotty and glitches frequently. Nightly I will lose internet for 10-15 minutes on a good night. Some nights this happens multiple times. Sometimes the outage is for longer. I've had my internet speed upped, got a new router and they have had me try multiple other things. Nothing fixes it. This has been going on for two years now and has gotten progressively worse. Now they say it is my Wi-Fi strength. I'm literally sitting inches in front of the new router. If this internet service were not provided as part of my rental fee for my townhouse they would already be gone. Their product and customer service are both very lacking. Management is rude. Tonight I was told that they couldn't trouble shoot because there's an outage. Hmm. Isn't that what I'm calling you about?! Not sure if other internet providers are any better but just do yourself a favor and try them first. Only use Spectrum as your last resort internet provider unless you like service that works periodically and customer service agents that know nothing. read more

The 800 customer service number is awful but these local folks are great! So much easier to stop by and deal in person than call the number. read more

What a rude company who has mediocre services that I feel is overpriced. When i tried to cancel my services they charge me an extra month when it should have been cancelled. When I gave them a call, i was talked to like a POS and when I asked why they are being rude and ask who i was speaking to so i can report them and they say "I'm not allowed to give it out that information" which tells me one thing. You don't wanna get reported or Spectrum hires douche bags. Never again spectrum or time warner or whatever you change your name too so your bad rep doesn't stick lmao. I'm going to make it a mission to spread the word on how crappy your services are deter people from joining. read more

Also had an awful experience with Goldie. She was unhelpful, rude, and condescending. I'd recommend waiting for another person.

We are currently still having intermittent service issues that have become increasingly more frequent. It has gotten to the point now that our internet and cable are useless. It's incredibly frustrating that they have had over a month to fix the issue. Still no action. What steps need to be taken to bring in some form of legal or government intervention for the issue to get some fire under them to get this fixed?? read more

Spectrum is well over-priced and relative slow internet speed compared to Metronet in the Lexington area. The worst things about Spectrum are that they employed shady business plan such as not prorate your bill even if you cancel their service on day 1 of your billing cycle, increased your rate without notifying you ahead of time, and charge you bogus items such as local broadcast TV fees. read more

I created a Yelp account just so I could voice my complaints of this service. Spectrum has an effective monopoly on internet services in the Lexington area and they know that so they can get away with the worst service one could possibly pay for. For example, I have had an internet outage in my area for 72 hours due to apparent "weather issues" (it has been sunny all day today) we had an ice storm two days ago and you mean to tell me in 2018 you cannot restore the service for 72 hours? It's absolutely incredible. I can't even believe they can charge people for this kind of internet service it is a travesty. If there were any other halfway decent option for internet service in Lexington I would take my business there in a heartbeat. For now, I'm stuck so congratulations Spectrum you got me!! read more

If I could give a zero I would! Worst ever. I found a better internet provider when calling spectrum to cancel I was transferred 3 times, one guy asked me for me social and why I was leaving. When I told him that wasn't information he needed, he then asked me how much I was spending with new carrier and then tried to sell me bundles at a higher rate than what I was paying for my internet. I asked him three times not to sell me anything but to cancel my service. He kept on. When asking for a supervisor the supervisor did the same thing. I asked why was it soooo hard to just cancel service. I pay way to much for a slow speed and I found a better company who gives a faster speed at a lower price. So here I am 60 minutes into the phone call and still can't get cancelled. I hang up and get another agent and he cancels me with no hassle. I would NOT recommend spectrum to anyone! Crappy customer service and no one listens. read more

Worst customer service ever!!! Just trying to pay the bill took several phone calls and then because of their incompetence, a trip to one of their stores where we had to wait. Changing internet provider now! read more

I am not a Spectrum customer, nor have I ever been, and I am glad of it. A Spectrum employee came to our house yesterday (Sunday), when I was not home. He talked to my wife, who did not understand what he was talking about. She thought maybe he was talking about fixing the lines in back of our house. So she was surprised when he left an order form with her when he left, an order for TV and phone, with my name and our address on it. My wife should have refused to give our name when he asked for it, but she didn't. So today I went to the Spectrum office. They confirmed that an order had been made, and I asked them to cancel it, since we did not order anything. She said she cancelled it. She did not offer any confirmation, but I asked for a confirmation, so she printed one out for me. I pointed out that the confirmation does not mention anything specific about the original order: it does not specify what was ordered, and it has a different order number than the original order; but she only pointed out my name and our address that are the same on the cancellation and the original order. They better not send anyone to install anything. read more