Easier cancellation of Internet service. It took two phone calls, and Instill have to return 4-year old equipment.

I'm writing this in the midst of another service outage - literally 5 days in a row where internet has gone out. And each day spectrum says it's out of their control to get out of offering a credit. When you work from home, you require reliable internet which Spectrum obviously can't provide. I recently moved and am unfortunately stuck with them as the only service provider option. Before I moved, I had Google fiber where I had only one interruption in 6 years. It's like Spectrum is trying to set a record for the worst customer service and worst wifi service in the country. Two other things that are irritating: 1) When I called on the third day of a continuous outage, the agent tried telling me perhaps it was something wrong with my modem and I should reset it if it was happening every day. Spectrum was literally sending out mass outage notices but in an attempt to deflect she tried saying we were the problem. 2. Spectrum won't credit you if the outage is under 2 hours or they blame someone else for the issue (which they obviously will). But to say that you aren't deserving of a credit because you weren't inconvenienced long enough is ridiculous. I've attached texts - just over the course of 10 days, there were 7 outages (2 in 1 day!). read more

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We have been loyal Spectrum customers for 25 plus years. We recently called in to see if they could do anything to help lower our bill since we have had over 30$ in monthly increases in the last 6 months with our cable and internet coming to almost 314$ per month. Due to a job loss I asked for help with lowering our costs and was told we could turn our equipment in and cut our channels to reduce it by about 50$ per month. We found another company that was about 140$ less per month so made the decision to change. When I called to cancel I was offered another package that was much less but disappointed that the offer wasn't made in the first call. I spent about a total of 2 hours on the phone with 2 separate Spectrum representatives. I just received a notification that they took the full months payment even though we only had one week of service. When I called in I was shocked to be told that if you cancel mid billing cycle, they still charge you the full month and it's in the fine print of your billing statement and they refused to adjust our bill at all. 2 different one hour phone conversations and neither representative suggested waiting until the end of your billing cycle to cancel knowing we had experienced a job loss. This is deceitful and is theft in my opinion. I hope screwing people out of 200$ was worth it spectrum because after paying for 25 years plus of service to this company, they will never see another dime from this family. read more

We've yet to have an internet outage in going on 5 years of service. There is another FIBER provider that everyone raves about that we see posts of outages in our neighborhood Facebook page several times a year. I'm not sure why this company gets so much flak, we have nothing but positive feedback. read more

When you enter you can check into the iPad to be seen by a representative. I only needed to return extra unneeded equipment which I later found out I could have dropped off at UPS instead. When you check in you select the reason you are there and the only option for equipment was to pick up or exchange. It would be great if another option could be to return unneeded equipment so you can be promoted with instructions to either wait or drop off at a UPS. I had already been waiting 25 minutes when I found this out so went ahead and returned the equipment with a representative. Once I was called up my drop off was quick and the rep was very polite. They have phones and electronic pads you can peruse while you wait and they have several seating areas. You can make an appointment a head of time to save time or just walk in. read more

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Took about 8 hours for them to update a new phone after we purchased it then their own WiFi couldn't download information from iCloud which is crazy customer service is blah they don't really care. read more

Where to even begin. Ive been a spectrum customer for about 7 years, and I had never, NEVER had any issues till the past year. I upgraded my mobile service to be able to upgrade my phone whenever I want as they advertise. But when I went to upgrade my phone, it turned out that the person who created my account entered my SSN wrong. So I spent a year trying to fix the issue with them. Then! After I was able to get ahold of someone who could help me with the upgrade, I was finally able to upgrade my phone. HOWEVER! I was told I had a 14 day period that if I didnt like the phone I could trade it in. So, before the 14 days I called to upgrade, SAME ISSUE. They had to put in ticket after ticket. By the time someone got to me, it passed the 14 days. SHOCKER. Then they kept saying there was an issue with SSN again. Another 3 months trying to fix it. I was told it was fixed. So when I attempted again to upgrade, I was told my anytime upgrade wasnt available. Then someone else told me on my SSN was on a block list. Never herd of that before and the agents couldn't explain why either. Kept giving me the rub around, did everything they asked, for them to tell me they couldn't do anything. So, moral of the story. They are false advertising the anytime upgrade. They enable it if you upgrade once, and if you keep trying to use a service you're PAYING for, they add you to a block list which prevents you from upgrading. Bravo spectrum. What a scam you have become. My bf ended up taking over my account to see if he could upgrade since it'll be a new SSN but NOPE! SURPRISE! spectrum comes out with excuses to not upgrade, now its not the SSN, now its the financing part. Even tho they keep telling you you can upgrade WHENEVER, HOW MANY TIMES YOU WANT, TO WHATEVER PHONE YOU WANT. And you pay for all of this just so they can come back and give you BS excuses to block you from using a service you're paying for. DO NOT USE SPECTRUM. THEY ARE A SCAM. They also cut your discounts if you move somewhere they don't service. And your bill goes up. read more

The CS people who work here must hate their work! They are by far the most inept folks I have met. I recently returned the receiver and wanted only the box and DVR service removed. The salesperson (I will not name him), removed both the DVR service and cloud DVR service. This, after I told him to verify that only DVR service associated with the box was canceled. Checking on the CDVR programs recorded that evening, I realized he had canceled both! Unbelievable! This was my third issue with the same CS person. Hopefully once Google fiber is in my neighborhood I'll be done with Spectrum forever! Find an alternate service. Spectrum sucks! The service at this store is worse! read more

Matthew the cable installer showed up on time, got right down and set up the cable, modem, and router without delay. Quick, complete, dealt with Spectrum tech support no problems and professional. Thank you Matthew and thank you Spectrum. read more

My review is based on internet service only. I did begin with cable/DVR but the price was alil too high for my pockets. The bill for internet only was much more my speed. I had nothing but good service with their phone specialists and now today when I went to drop off my gear and cancel the service. I worked with Matt on location and he made the experience enjoyable and swift. I would have kept the service but where I moved there was already service provided. If need be I will definitely re-sign with Spectrum Internet and one day cable. read more

Do not come to this location at all . They only care about commissions and not care about your needs . I came in to just add internet and Paul was trying to create a whole new account and make me call customer care to move over my numbers . That's not how this works . I've worked for the company which is why I left because of the horrible sales tactics . If you are getting services added to your account don't go here because you will be creating a whole new account and they will be making you call customer service to make your changes your self . DO NOT GO HERE ! read more

I can't stand spectrum services. I never write reviews, but every time I go in person, the system is down for billing. (ONE time it wasn't, but the second I was next in line it crashed.) Impossible to reach the store itself, customer service line is unbearable and rude. -- Paid my bill online today but services never came back on, called support and they said they never received it. They wanted to charge the full amount again, and quite literally laughed when I said I didn't want to submit a second payment without a reversal of the first? Prices always rising, and honestly the router has to be reset daily in our house since it's always having trouble connecting to devices. Cant wait to cancel Spectrum. read more

So many outages! Go with a service that's more reliable if you can. So frustrating. Feels like an example a company growing too fast without the necessary infrastructure. read more

The cable and the Internet work just great. But the customer service is just horrible.

Continuously raising cable and internet prices. They have a take it or leave it attitude when you call them. Not enough competition on our area to control pricing. read more

I have had an on going issues with internet service. It's down more Often than working. I work from home and I have constant disconnect. I have been struggling on and off for over a month. I have had 3 tech out and 2 empty promises on escalating the issue only to discover a week later they are barely attempting to resolve the issues Upstream packet loss and having to take paid time off because Spectrum can complete their job! Last tech said they can't bring the service down during the day.. wait what??? News flash it's NOT working during the day anyways!! Horrible customer handling and service!! read more

Horrible policies and customer service. They treat their customers like trash! The automated phone system is a joke, anytime you have to deal with them it will be a hassle... they make it very hard to be a customer. read more

It is absolutely impossible to make a change or reduce services with spectrum. Literally, I had to hold back my payment to them along with having another company install and maintain my internet service in order for them to pay any attention to me!!! Then, they blew up my phone texting, emailing and calling non stop to prompt my payment, or, I would be disconnected. Well, I'm done disconnected from them now and couldn't be happier. read more

I have received terrible service from Spectrum for years. Unfortunately they created a monopoly where I live, our homes cannot receive "high speed" internet from another provider. Well, their incompetence is creating serious problems during this time of CRISIS. I pay for the highest speed service because I always have to work from home, but since our quarantine I have crashed multiple times with little help restoring connection. I have lost jobs and critical equipment hasn't been orders, BECAUSE OF SPECTRUM. In San Antonio, specifically, this outfit is daft, pathetic and grossly incompetent. They never permanently solve a problem. Now their awful service will see the light of day, because many are without service and unable to work due to high demand. At all costs, signup with a competitor, if you can. I am working feverishly to ensure Spectrum is held accountable and their leadership in San Antonio is terminated read more

All the other one star reviews are just the tip of the iceberg. This company must offer incentives to employees if they can exceed the previous level of incompetence! read more

Don't use these guys for anything. Over priced services, find other options. More outages than any other ISP I've ever had

I called to cancel a simple seven day free trial of one of their TV services. I was on hold and was on the total call for52+ minutes. Totally ridiculous when all the other apps for TV you can do within five seconds on their app cancel or put on hold. This one reason is why I would never try this again with Spectrum TV.Enough of them I am done with spectrum. read more

Picked up equipment on Friday July 3rd, tried connecting everything myself on Saturday July 4th and was unsuccessful. Called Spectrum on Sunday July 5th for assistance and they told me my place wasn't wired for service & they needed to come out. Made an appointment for Tuesday morning July 7th between 8-9am because I work and guess what? The MF's never showed up. Called them several times and they were like yeah someone was scheduled to show up at that time so we need to find out where they're at, then we'll contact you. WTF! What kind of service is that? read more