If you want to know the reason the store has such a low rating, just walk in and try to receive service. I'm writing this review after visiting the store twice and waiting in store for over an hour again just to return equipment. Now they do offer appointments, but let me tell you that I have watched more than a few of those people check-in and wait a considerable amount of time beyond their appointment time to be seen, and this is another indicator that something needs to be fixed. The process here is broken, and quite apparently inefficient and not designed with customer experience in mind. The entirety of my transaction took 5 minutes and could have easily been processed numerous times during the hours I spent standing around. This was made even more apparent after watching all of the associates repeatedly wander the store, in and out the backroom, and stop to check in on the same customers standing around waiting for updates and data migrations to complete on their devices, all while there's a store full of customers waiting, many of whom are obviously there for the same reason as I. At one point a manager/leader approached me and mentioned I'd been waiting quite a while, so I explained what I needed to do and he made no offer to help expedite the process. The solution is simple. Keep a register open just for equipment returns and make a policy that anyone walking in with equipment be served in between walk-ins and appointments as associates are freed up. read more

Terrible service. You cannot even drop off your modem any longer. They don't want take them and they cannot cancel your service. Had to drop it off at a UPS then called to cancel. This company is ridiculous. read more

After asking the associate if I have everything I need to hook up my cable, he left out the yellow cord to connect the modem to the cable. I have Spectrum through my homeowners association and I'm going to report this to them. When I called them they told me they couldn't come out until Sunday. This is Friday. The customer service representative also told me that the installer gave me the wrong equipment. Use any other carrier besides Spectrum. read more

Quality/Quantity - My wife called and got Spectrum to upgrade us. We exchanged our router at no cost. She made an appointment which I HIGHLY recommend! There were 3 people with appointments and 9 walk-ins... We got helped EXACTLY on time! And were out of there in 8 minutes. Atmosphere - Good size location. Their busiest location according to the team member, Aaron. Open 7 days a week from 10am to 8pm and on Sundays from noon to 5pm. Plenty of mall parking. This part of the mall has no real anchors. Service - My wife made an appointment via phone call. Self service check in when we arrived; see kiosk picture. Aaron was good. Professional and gave us some good advice on how to switch out the router; too bad I am just NOT tech savvy, so I will probably do it the "hard" old fashion way... Will update the review if needed. Update - Well, I could not figure out Aaron's suggestion. Again, NOT tech savvy. Called the help desk and John walked me through the issues. Solution = Reboot BOTH the modem and router... Then within 5 minutes, everything reset itself. And the best part was that Aaron's good advice was NOT needed as with today's tech, it automatically connected to all my devices! It should always be this easy! Thank you. Lastly, Janet was perfect taking us in early to turn in our old router. Easy in and out. Price - Depends on the speed of service you want at the house. As for the upgrade, switching the router was free as long as you returned the old one. Many different services, bundles available. See website. Owner Comment - Congrats on Charter's success since 1993. Cool history, see website. 1999 - Went public on Nasdaq stock exchange. 2001 - Fortune 500. 2009 - Chapter 11. 2013 - Spectrum brand. 2018 - Spectrum mobile. read more

See all

Spectrum offers a convenient location with a huge parking lot, making it easy to access. Upon arrival, I noticed attentive service with one person being helped immediately. The check-in process was straightforward, as I signed in on the kiosk iPad and was called when it was my turn. The staff provided excellent service during my visit, especially when returning a 14-year-old router modem after canceling my service, which was costing me $90 a month--clearly a wise decision to switch. I was reassured that the router would be reused elsewhere. Overall, a positive experience with friendly and efficient service at the store. read more

Waits are very long if you don't have an appointment, Not enough workers, and inefficient prices means each customer takes maybe 20 minutes. You can make an appointment online, so do that if you have to come here. read more

Most lazy set of employees I've ever met. Extremely rude and no one seems to want to work. You're better off doing your work online or an ups store. Completely unprofessional and a major lack of work ethic. Do better. If I can give zero stars I would. What a terrible company and employees. read more

Almost 2 years ago I was given a 2 year contract for 34.99 a month I still have papers and after a few months they raised the price 5$ a month I saw one of my previous complaints on this it said 3$ must've hit wrong button but when my 2 years is up byby read more

I'm not going to get into Spectrum overall service. I am however going to agree that this location is horrible. I was given specific instructions from the tech supervisor to go to a retail location to exchange the box. I went to this one and registered. There were at least 8 people there so I went out to my car, made a reservation for later in the day and left. When I went back I registered and was called in about 5 minutes. All good so far. But the rep that called me up told me I had to go home and get the remote and cables. I showed him the voicemail I got from the supervisor that said I only needed to return the box. The guy not only continued to give me a hard time but kept interrupting me every time I tried to say something. He finally gave me what appears to be a new box but he said it was an old one. Unfortunately I can't activate it because Spectrum service has been out since this morning I have seldom been treated so rudely. If I need to visit a Spectrum store you can be sure I will not go back to this one. read more

I came to the store on my lunch to try and get a new router that was working perfectly fine the other day but now apparently it's just broken according to a Spectrum person online. So I come to the store and it's packed worse than 4th of July. The supervisor tells me to make an appointment and come back later so I do and I still have waited over 37 min and nothing.... and checking in doesn't do anything... why am I even here?! read more

AMAZING service from Aaron He helped us with a problem we were having and explained everything clearly. We walked away for a bit, came back, and he still remembered us and put us first. Super patient, super helpful, and honestly one of the best customer service experiences we've had. read more

Robert is a wizard with phone updates couldn't ask for better help much appreciated the best spectrum store in reno

Tried to cancel 3 weeks again, nothing but sales. Charged for another month. Trying to cancel when you relocate us a nightmare. read more

I called Spectrum to clarify why my "bill was so high"... The first customer service rep couldn't get the plan I wanted at a lower price. She transferred me to another department called the "Retention Dept". They gave me a credit for a year and their number to reach them directly. The rep made an appointment to swap out my equipment tonight at a local strip mall Spectrum Store. The customer service rep advised me that newer modems and routers from the store would make my connections faster. I got to the store and a store rep had me sign in with the iPad. At first it didn't find my phone number so I used appointment confirmation I received in the email from customer service. There was only 1 person in front of me and in about 5 minutes I got a text to meet my store rep "Faith L." She explained my gear was old and swapped out my stuff for new stuff that could better handle the speed of my plan. She put in all in a nice shopping bag with all the necessary coax and Ethernet cables. There is plenty of parking in the Trader Joe's strip mall. read more

Spectrum - My appointment was at 6:40 pm and ten minutes later I was helped. I was out the store door and in my car by 7:05 pm - Internet Service Providers Near Me - Reno, Nevada

See all

If you don't have an appointment don't bother, and if you do, you'll still wait an hour. I feel like they owe me money after that experience... read more

Horrible internet service. Always buffering and slow. Goes down a lot too here in Cold Springs.

Waited an hour and 15 minutes to return equipment. Zero idea how to efficiently assist customers with a quick transaction.

Terrible experience here. I brought in my HD cable box to exchange for a DVR box. Waited 90 minutes to get help with most of the employees standing and talking not helping customers. Finally get the box exchanged and go home, install it, and the box is defective. Take it back (2 hours later) and make me get in line not just immediately helping me. Another 45 minutes and it's exchanged. Hopefully this one works. read more

Spectrum - Employees talking to each other and pretending to be busy and not helping customers. - Internet Service Providers Near Me - Reno, Nevada

Customer service knowledge of products, enthusiasm and management of staff during busy times.

Playing games with customers dropping two many channels...bad service be losing a lot of customers get your set in gear ..

These employees working here will make government employees look efficient. Your gonna wait along time just to drop stuff off. Why no drop and go? each person will take 30 min or longer. read more

Spectrum has great service but try to disconnect and it's nearly impossible they try to fake you on nite service....discounts and all kinds of B.S Trying to tell them fur 20 minutes that I just want my service disconnected....... Jesus i finally hung up 20 minutes to disconnected ridiculous read more

Don't trade in your mobile phone to upgrade to a new one with Spectrum. Instead of taking the amount your phone is worth off the top of the balance of your new phone, they split up your trade in amount by however many months you finance the new one and credit the small part every month off the bill. In my situation, I was given a little over $400 for trading in my old iPhone. To pay off my new phone I have to pay around $722, then Spectrum is going to turn around and send me a check for the remaining trade in amount of $300. This sounds like a racket to me! I shouldn't have to pay the whole balance when I actually owe around $400. When I trade in a phone with Apple, the trade in offer is taken right off the top of the price of the phone. Do your wallet a favor and never trade in a phone with Spectrum, if you ever want your money back. Total scam is what this is!! read more

Just got spectrum and first day they are apparently having maintenance done on the app and have an outage in my area? So because there is maintenance no one can look up my account to help and because of the outage i've had no internet for so far 6 hours. From the ratings i've seen I expect at least another 8 hours or more. I haven't even experienced the wifi yet. I'm a college student and sometimes take exams and have constant assignments to do and I hate that I already fear loosing service on my lock down browser during a test. Already looking for other service providers and the customer service is terrible!!! Very rude and no real answers or help or timeframe for outages. read more

DO NOT BUY - They promised me a "free trial" and when i decided to go a different route, they said that wasn't a free trial you owe us $300 (when the service was promised at $80ish a month). I called many times and spoke to the rep that explained the false free trial to me with no help. They they sent my account to some collections agency who has been blowing me up. Do not, i repeat, do not use them. Use AT@T, much better service anyways read more

This store and its employees are horrible. Sales people are either so poorly trained that they mislead and misrepresent offers to the point of costing your hundreds of dollars OR they are trained to intentionally lie in order to sign you up for services with false promises of qualifying for their 'buyout' that doesn't exist. Not sure which but don't fall for their aggressive sales pitches. Disgusted that this level of scam exists in a company such is Spectrum. Michael Gonzalez the 'manager' was rude, and unknowledgeable about the simplest Spectrum policies, providing info that turned out to be completely wrong. To top it all off, Gonzalez was overheard referring to the customer before me with a derogatory and homophobic slur. Because of all this I chose to transfer my service to another provider. read more

If I could give 0 stars, I would. They have the worst internet service EVER!!! At&t was better and they're terrible!!. Our internet doesn't work most of the time on the tv connected directly to the modem, there's no service on the other tvs in the house. We have spectrum mobile (which is just as bad as their internet-constant service interruptions) and we can't stay connected to wifi with our phones. We were given new equipment and it's worse. I called customer service only to be told my internet is fine and the problem is with my tvs (LG, Vizio & Samsung), all 3 of my Xbox systems and our phones (newest model Samsung notes... that we got from the spectrum store). Common denominator here is Spectrum. I would strongly discourage anyone getting any type of service from them. TERRIBLE TERRIBLE TERRIBLE!! read more

Way overpriced for what I'm getting. Why do I need 23 HBO channels? Why are their channels that are 2-200 HD channels. have the same ones in the 400s and 800s that are HD channels? Do we really need several 2000s channels that have news in New York or Dallas, or Kentucky? I can always read a newspaper for news in any U.S. city. What is the point of Xumo when HD TVs on the market and Roku have the same built in apps including Spectrum TV? Just way overpriced for everything and this is even when the service works. More outages are happening more frequently. Spectrum needs to take a long hard look at their channel line up and let customers pick channels they want as an al a carte vs making customers invest in a package of channels that most don't want. Two stars is actually being generous. read more

took 2 hours just to pick up a wifi router and when we finally talked to the dude we were done in 5 min. they gave me a router that didn't work and was supposed to be "self install" but they had to come set it for me a week after i had picked it up. read more

A shout out to Jurgen (JJ) for exceptional troubleshooting and service this morning. Issue took more than the plugging and unplugging of cords to find problem, thank you JJ! read more

This place is very understaffed and does not run efficiently. Constantly a que of 10-15, with online appointments popping in. Don't think that you are going to get in and out of there in a reasonable amount of time. I was in there about 1.5 hours to cancel my dad's account. If you want to buy something in the showroom, good luck. No one working there has time for that unless you get in line. On the upside, the staff are friendly with customers. read more

With this company they don't have reliable internet ,it's very unstable ,it always goes in and out redundently ,they have way too much of an overload of connections makes things go bad as well as poor customer service ,and way too many outages ,don't go here!!!!. read more

I was told over the phone I don't need to make an appt (by 2 different spectrum specialists over the phone) when I specifically said that's the nearest store to my house is 45 minutes away and asked if I need to make an appointment. Walked in to return a wifi 6 router. Ana told me there's is an hour wait right now and I should have made an appointment. When I tried to explain to her I specifically tried avoiding this wait another customer walked over and "gave his opinion" about me trying to not wait. Bottom line if you're trying to return equipment to spectrum avoid this store. It'll make your day shitty. read more

I came in here yesterday to get an internet plan set up and the wait time was so long and it was so loud in there with a child screaming so I decided to leave and come back the next day with an appointment. I came in today and it was dead so I guess it really does just depend on the day. When I walked in I was immediately greeted by this very sweet and friendly woman. She took me over to her desk and the setup process took probably less than 10 minutes. She then asked if I wanted to switch over my phone plan from T-Mobile to spectrum and I would be getting the exact same plan I had at T-Mobile for $10 instead of $60. She then clarified that after this month it will be $40 but that is still much cheaper than my last plan and I am glad that she also specified that part. It was so easy to talk with her like I was talking to an old friend and we got everything done within 25 minutes or so. Absolutely amazing experience, thank you Maria! read more

Spectrum sicced collections on me and now I'm stress-eating. Spectrum, also known as Charter, is one of Reno's primary internet service providers. As a longtime customer, one would figure my stature within Spectrum's C-suite would be elevated at least marginally. Not so. We all know your rates will increase faster than a hot potato switches hands in a fraught game of 'catch' during the blazing heat of a midsummer's Reno day. Especially if you are a loyal customer. It's a neat Spectrum trick: The more loyal, the more loyal you are forced to be. Your wallet will get thinner the longer you're on Team Spectrum. They know it; you know it. Yes, the service is dodgy. Expect your 4k rage-laden Call of Duty battles to drop the instant you attempt to level up into the elites. It will happen without fail. Sever your service, to switch to the vastly superior AT&T fiber (recommended), and Spectrum will unleash passive warfare on your household with shenanigans designed not to bring you back into their fold but rather to enrage you into a fit that even TalkSpace can't fix. Said switch to the vastly superior fiber netted for our household a cautionary remark by a Spectrum employee (let's respect the workers, please) to SAVE YOUR DOCUMENTATION. If you have to 'rent' Spectrum's modem/router combo (AT&T combines the two into a single unit, which is neato), they will want it back. They'll tell you to take it to the UPS Store for a return. I used the one on Plumb Lane -- nice folks there. SAVE YOUR DOCUMENTATION. I sent my clumsy router/modem combo back as directed after I decided to use my own clumsy router/modem combo. That was in 2020. The Great Switch to AT&T in 2021, however, kicked things into high gear over at Spectrum HQ. First was a phone call saying, "Yo, give us back our stuff." To which I replied, "Yo, done. Back in the last year's time. Check yer records." "Okay," says they. Then, silence. Until I get a frown-inducing slip o' paper in the U.S. post. SPECTRUM TOOK ME TO COLLECTIONS FOR $59. Sunrise Credit Services, Inc. (Farmingdale, NY) -- a company boasting this cray tagline: "Behold the turtle! He only makes progress when he sticks his neck out" -- titled its collection note thusly: "Think About Using Your Tax Refund To Pay Your Debt." Wait. Debt? What debt? Tax refund? What tax refund? So many assumptions in just the first two lines of this missive cause a spiral. I haven't been taken to collections since the Great Bankruptcy of '99. Stress, re-lived trauma, ominous feels of guilt... they all came flooding back. I began stress-eating. Primarily beef jerky and chipz'n'salsa. I needed an intervention. More importantly, I needed proof. It took hours to find my DOCUMENTATION. Yes, in addition to consistently interrupting my feeble attempts to level up on Call of Duty Warzone, I now had to scour file cabinets, other cabinets, the garage, the toilet, dog bowls, the house, the rooms, and other drawers to find what I needed. The wise words of Mr. Spectrum Employee (thanks, yo) were bearing fruit. A total of two devices, sure enough, just as my increasingly geriatric brain had foggily reassembled, had been sent back in the 2020 year. I HAD SAVED MY DOCUMENTATION. I had proof. I called Sunrise armed with paper. The tone of the representative suggested nothing was rising, nor was anything sunny. "Did you send back your equipment?" asks she. "Yup," says I. "Do you have proof?" she queries. "I reckon," my mouth utters. She instructs me to submit said proof via e-lasso. I do. "You know, I don't really appreciate being taken to collections for something I already had informed your goon squad had been squared away," I add to the less-than-cheery discussion. "Oh, okay," says she. Then, click. She hung up on me. Sunrise Credit Services, Inc., turtles and all, gave me the what-for. I had to grab another jerky snack in order to calm down. Alas, I hope to have been saved and rescued, once and for all, from the chips'n'jerky, all because I SAVED MY DOCUMENTATION. If not, I will assuredly update this review. Respectfully submitted. read more

Spectrum - Save it. All manner of misery will ensue if you do not. You've been warned. - Internet Service Providers Near Me - Reno, Nevada

Internet is reliable. I don't use their TV service. In store experience can be a bit of a hassle.

This gives my Comcast experience in DC a run for its money. Outages nearly every week, none were weather related. I hope you don't depend on reliable internet for your work like I do. It's like the 1990s here, and I'm not enjoying the nostalgia. This company's inability to maintain service has cost me hundreds, if not thousands, and it's been ongoing for three months now. WTH are they doing?? They won't say. They've been good about giving a discount (meaning their spotty service costs them,too), but only when I pester them about it, and the amount is always random: sometimes generous, usually not. And it doesn't scratch the surface of the cost to me. If this was an electric company, or water, or sewage, or fire, or EMT, or a restaurant, or really ANYthing else, they'd be out of business by now. Time to start shopping for an alternative, so long as they don't have a monopoly on the region, which is often the case with these sub-par businesses. read more

See all

Try try try to avoid this store. I was there on a Tuesday, mid-morning. Nothing special about it. Responding to a letter in the mail, I was there to swap a cable box. Shouldn't be a big deal. I even had my account number with me. There were 4 reps working in the store and the regional manager "in the back". I was number 8 when I signed into the WAIT list. After 45 minutes I dropped to number 6. This isn't insane but there were 4 people "working", but it seemed all of them went on break after dealing with a customer. I don't personally understand why it takes 30-45 minutes per customer (an hour?), and I don't really understand how you make a profit even with these reps at minimum wage. After an hour (more than an hour) - it was my turn. The others in line before me came to their senses and left. They didn't want to activate my "box" before I left the store. They wanted me to spend more time on the phone or their app. I asked for the manager, where I met "Alika?" Arika? The regional manager. "She wasn't going to write any code to activate my box ... that's not how it works." When I asked her about the 1 hour wait, she was unconcerned. This should be obvious. She's in the store ... doing who knows what in the back. The customers are dropping off the queue like flies ... she's in the back doing, who knows what. Save yourself! Avoid this store. Note: T-Mobile has wireless internet and others are coming soon. I can't even imagine moving my cell phone to Spectrum. read more

Wow something's really changed at that store!! I went last year and was treated like a valued customer......in and out in 30 minutes and there were 3 people in front of me. So sad that they couldn't keep the good service going read more

I tried to return equipment the day I was moving. Was assured by the person on the phone who disconnected me at 4pm that they were open until 8pm. Got there at 7:45pm and they were in there - with a sign that says "closing at 6pm today". They looked at me, laughed, and went back to ignoring me. Someone else pulled up and was frustrated too. That's one more thing to add to the list when moving and it left a sour taste. I had soooo many issues with them while having the service as well. They blamed my router when it was really their lines that they had to completely redo, late to appointments by hours, etc. all around, terrible service, so not recommend read more