Deciding to go with spectrum mobile was a horrible decision. I first started with a phone order for a new phone and 2 bring your own phone. They shipped my phone and with no delivery attempt or notice on my door shipped it back. They charged me 254.11 on 2/23. I then went to the webster branch store to set up my service there. After visiting the store 5 times upwards of 3hr of waiting each visit I still have issues. In the store they could not transfer my phone number over from Version or understand why. I told them over and over that it was because my version phone number was tied to the original phone that had been shipped back. Even I could figure that out. In person at the store! I was told to call spectrum myself to sort out the issue. I was also told they do not have the tools or resources in the store to dill with issues like this. Paying another 108.04 on 3/6 I leave with a phone. After I left the store and called spectrum myself with a new phone without my migrated phone number on it. As I thought my number was paired to the phone, they shipped back the spectrum the agent on the phone understood after I explained. I was also told by the person helping me in the store, since I had started the prosses before the promotion ended, I would still be able to get the 700 trade in allowance for one of my phones even know the promotion had ended. Ladder to find out from the store manager this was a lie. After my phone number was migrated, the spectrum agent told me she would have the number that came on the phone canceled and the financing transferred to my old version phone number. Yesterday I received an email stating I owe 1263.88 because the line was canceled. I again call spectrum I was told that there is a ticket in and there working on then told to go get a prepaid card from 7 11 with 5 dollars on it in case they do try to take the money out. This is crazy to me! After all this I lost all premotions or phone buyout options because the store is understaffed, not trained and doesn't have the capability's to properly take care of their mobile customers. Or cannot contact the correct people to take care of issues and require the customer to do so. I called spectrum to see if they would honor any premotions because of all these issues they refused and offered me 25 dollars. I still have not been refunded all my money and still see a bill for 1,151.62 and have not been contacted about any of this with in the time frame they gave me. I will be leaving spectrum all together now and returning to my old service they are offering the same phone for free and will be using another internet provider. read more

II just had the worst customer experience at the Webster, NY store location (and not for the first time). Two clerks helping one customer with at least a dozen people in the store waiting. When I was finally called to the counter I was told I could not do what I had been told to do by Spectrum customer support on the phone. Spectrum just lost me as a customer. read more

7/7/2023 10:35 AM Webster/Holt Rd/Ridge Rd 14580 location. The customer rep would not just take my broken remote and reach behind the counter to give me a new remote. I have returned a broken remote about every 15 months by just handing it to the rep. a 15 second transaction. It took him longer to tell me he could not hand me a new remote and i had to sign in and wait for the five people who wanted to get the new mobile deal, enroll/cancel service or update their cable box . SUGGESTION! Maybe they should have an express line for a quick remote return or leave some on the counter so it could be a self serve return. This might help some of their customer service problems read more

We had a wonderful experience with Allison S. Super knowledgeable, helpful and provided us with everything we needed to make an informed decision on service. read more

Our store specialist Michael Gutierrez was beyond impressive!! He was extremely knowledgeable and was able to make a rather complex mobile phone transfer go smoothly. If it hadn't been for him I know we wouldn't have been able to finally get rid of Verizon. We can't thank him enough. read more

I'm just starting a new contract in a different area so I'm waiting for proof that spectrum is good here. I know my channel selections are different, I still have a landline for emergencies and I am hoping my WiFi is better here. My other apt had "managed WiFi" which boasted being better but it was terrible. Now I have my own contract so I'm hopeful for faster connection. read more

We had a great experience. The wait wasn't too long and the staff were very friendly and helpful. We were in and out with exactly what we wanted within 20 minutes read more

I had an absolutely fantastic experience today. It was easily THE BEST experience I have ever had with them since I started with them. I went to return my equipment and cancel my account. I was approached by an associate immediately upon entering, looked up my account and asked why I was cancelling service. I cited very affordable, locally-owned fiber optic ISP, and my digital HD Antenna. She gave me a receipt and told me to have a nice day. All in all 90 seconds. WHY IS IT THAT SPECTRUM GIVES THE BEST SERVICE WHEN YOU ARE LEAVING????? read more

Time Warner Sucks. Cable prices keep going up. I get basic cable. 5 channels, one of which is fuzzy. I pay $70/month for that and internet. It's gone up $15 in 2 years. My husband's devices don't even connect to the WiFi for some reason. Ready to get rid of this waste of money. As for the store location, I ALWAYS have at least a 15-20 min wait... NO MATTER WHAT TIME OF DAY I COME. It's ridiculous. The only positive this place has going for them is the staff. The workers are GREAT! I stop in to pay my bills bc one of my best friend's mom works here... Otherwise I'd pay online. I just stopped in and she wasn't here but a guy helped me who was super friendly. Wish I could get the last 30 minutes of my life back tho........ And my $$$ read more

You are absolutely the worst company in existence filled with an army of buffoons. You send me an email that says you want to upgrade my modem....i go to the website...it says to call....the prompts tell me to go to the website. Finally getting through, your overseas CSR tells me to go to the store...your company constantly wastes my time. Get it together. Your customers hate you. Maybe it is time for you to look at how you treat them. read more

Just returning equipment, had reservation, check-in device not working, employees (only 2 in store) waiting on 1 customer, slow as could be, after a half hour asked if I could just drop off equipment, they dismissed me, one employee finished talking to his customer and then deliberately ignored me by going into back room knowing I was waiting an extended time. I was told by the other employee that I could go somewhere else if I want to drop off equipment. Other employee finally came back and I got to return the equipment. This store sucks big time, had issues last time at this location. read more

When I arrived to this location I was the only person in line. With that said, I am literally in line writing this review, only after having waited 28 minutes to be served. While being served, I am left so the associate can help with another issue. What a joke. read more

I came in at 10am on a Saturday morning to exchange my cable box because it was old. Brandon was lovely, took the old box, asked for my id, went to the back got me a new one and I was out the door. I was in there 5 minutes total. I am not a huge fan of Spectrum and the costs but the Webster store gave top notch service. Tip- bring your ID. read more

If there were an option for no start I would rate them that. I sent my boyfriend to return my wifi equipment as I switched to greenlight. Service had already been cancelled by me. They told him he had to be an authorized user to drop off equipment; which is not listed on their website. He was not making changes to my account; so it seemed unnecessary to require he be an authorized user. He waited there while I had him added to the account. While I was on the phone with him another customer told one of the workers they were going to lose "a lot of customers", to which my boyfriend told him "they don't care". The female worker there began yelling at him to mind his business, to leave the store. He responded not to talk to him that way. To which she yelled even louder, that they would refuse to help him. Very poor customer service here, and obviously staff in need of training or a job they actually want to be at. I would gladly pay double to not have to deal with spectrum ever again in the future. read more

Terrible experience with Time Warner, they increased my bill 3 times in the past year. I went from paying $85 a month to $130!! Their monopoly in the Rochester area needs to end. read more

I transferred my cell service from Verizon to Spectrum in August. After several visits to the store, my transfer was successful. I had seen several people exit the store very angry because the wait was so long to pay a bill or return equipment. Today took the cake.....a young man was helping me and was on hold with another carrier. There was one young lady working slowly as she did not have use of one of her arms. She was doing great. Another man, named SALVATORE, kept coming out from the back office and checking a computer and did not even look up to see the 7 to 10 people waiting. The bill pay machine was not working, so several of them were waiting to pay in person. I asked him, "Are you going to help these people?" his response was, "They'll be alright." When I said that they had been waiting for a long time, the response was the same. I said, "That is not the best attitude." Response: "They'll be alright. I have a team coming in." One person came out to work. WHAT A ROTTEN ATTITUDE!!!!! read more

Worst service trying to cancel service told me had to return router in person said I work full time comment you have to return items until you return them you will still be billed for service I said I want to cancel service told me to drive across the city because it was close asked if open Sunday or after 9 pm told me no but return if I wanted my service canceled and asked to sleek to a supervisor was told they would call me back we'll still waiting since last. Tuesday for a call back read more

Service is comparable. Its after you discontinue service with them. They lack all accountability for their mistakes and have no problem solving skills. I have been working (not with TWC but myself doing all the work) to find a modem that I turned in but they can't find. Faxed receipt multiple times, continue to follow up, and no resolution has been made. It would be easier for my to pay for the modem and dispute the change on my credit card. Received collection calls. Inquired to TWC rep when this will start to affect my credit as I'm getting notices - she said they don't even refer to collection agency. Incompetent, unhelpful staff who probably need better training but obviously TWC will not provide this. Unfortunately same thing happened to a friend who did not thoroughly follow up and her credit was affected. read more

The workers were very pleasant to speak with. They were knowledgeable with their products. They helped me decide on which phone was best for my needs. I am very pleased with my visit read more