I want to share my experience so other customers know to carefully review any additional services being offered at this location. I ordered Spectrum home internet online and selected in-store pickup for my equipment. During my first visit, I was assisted by Steph. After reviewing my order, she told me I was picking up a modem, router, and a mobile hotspot. I explained that I had only ordered home internet and was not expecting or requesting a mobile hotspot. Despite my clarification, she repeatedly insisted that the hotspot was included with my plan. I became concerned when she asked to access the settings on my personal phone, stating that she needed my phone's serial number to activate the hotspot. I declined because I did not understand why my personal phone was needed to complete a home internet equipment pickup. At that point, I was told I would need to contact Spectrum and have my equipment shipped instead. Immediately after leaving the store, I called Spectrum Customer Care to verify what I had been told. The representative advised me that they were unfamiliar with the process described at the store and said my phone's serial number was not required to pick up or activate my home internet equipment. I returned to the store a second time and was assisted by Andrew. I explained what had happened during my previous visit. He initially told me that he would also have to set me up with a mobile hotspot. I then asked to speak with the store manager. Andrew responded that there was no manager available. When I asked for the manager's name, contact information, or when they would be working, he said he would try reaching another manager through the company's internal chat. After a brief exchange through the chat system, Andrew clicked a few buttons on his computer and handed me exactly what I had originally ordered--a modem and router, without a mobile hotspot. This demonstrated that the additional service was not required for me to receive my internet equipment. Based on my experience, I encourage customers to carefully review their orders and question any additional products or services they did not request. In my case, politely declining the unwanted service and asking to speak with a manager resulted in me receiving only the equipment I had originally ordered. I hope Spectrum reviews the sales practices at this location to ensure customers receive accurate information and are not pressured into accepting services they did not request. read more

Did a walk-in to drop off equipment. A staff me never asked me to check in on the screen. Didn't have to wait too long, probably less than five minutes. Return was super easy since they already have my information from checking in. Very clean, big, and spacious inside. I was also able to use the kiosk to make a payment. They allow credit card, debit card, and even cash. Easy and hassle free. read more

I just went in to turn in 4 cable boxes we weren't using to save some money on our monthly bill. We were helped out by Steph. She was such big help. Very kind and soft spoken. We didn't even know how much extra money we were spending on other things that we weren't using. Steph helped us with transferring the account from my girlfriend's late grandmother to her name. In the process saving us money by adjusting other things which made our monthly bill go from $300+ dollars to $155. We were completely amazed and impressed by her ability to find different ways to help us. Even though she didn't have to. We are so thankful for her help. We hope that by voicing our opinion on her service, that this helps her managers recognize her and her great customer service. Thank you Steph!!! read more

I actually had a seamless and overall good experience here. Only downside is that this place opens at 11 am, later than the other spectrums around the area. I came from the Spectrum from Duarte because I needed to replace my old broken modem and that location did not have any and referred me to come here. If you need modems the West Co location is where to go, they looked like they had a full cage of new ones. Employee took care of me and made me feel good. Solid experience overall. read more

Spectrum - Modem - Internet Service Providers Near Me - West Covina, California

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There's literally only one other customer here and 4 employees. What are the other three doing because they sure aren't on the phone with a customer... Got my ass waiting for 30 minutes. read more

Spectrum - Internet Service Providers Near Me - West Covina, California

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Save yourself the trouble of getting a phone line with spectrum, they make it impossible to switch over the phone. Different workers are telling you different things that you need to be able to transfer over phones. I rather not have a phone then to a deal with spectrum!!!! Save yourself I rather have T-Mobile they have great customer service!!!! read more

Steph B. provided outstanding customer service and went above and beyond to help us. She made the entire process quick, easy, and stress-free while being friendly, knowledgeable, and efficient. We truly appreciate her excellent support and highly recommend working with her! read more

I would give 0 if I could. Every spectrum I have been to for help to switch over a line to the SAME COMPANY has been giving me the run around and making me do backflips just to continue service. Every single employee says we cant help you here and gives me a customer service number. I don't understand how as a company you cannot help a customer standing in front of you just trying to move over lines. Also don't appreciate the way I was spoken to as if I'm a first grader when they're explaining to me I need to call customer service. They said they can help me but that it would take "up to a month". They simply don't want to help. This location and whittier do not go to and waste your money. It's almost impossible to get anyone to help you at any location :) read more

One of the worst customer experiences I ever had. A worker named Andrew was one of the worst offenders and - when I came in for a phone promotion plan - was unhelpful and ended up doing the wrong thing. Not only did he botch the transfer of data, but he also set me up with an incorrect payment plan. It took multiple days of coming back and speaking to various people just to resolve it - who were only a bit more helpful, but overall could not resolve it or referred me to other sources. Would not recommend Spectrum for the life of me. read more

The store I had no issue but the over the phone customer service is the worse ever I have encountered I called in about an issue with equipment and my bill I explained I have been thinking about going to frontier because I have been without internet for almost a week I thought my new equipment was being shipped He was no go to the store they have it there and they close at 10 you should make there in time I'm like wow nothing about let's look at your bill or I'm sorry about the mix up let's see what we can do I would not recommend spectrum to anyone Now I went to store in West Covina mall The associate helped me and I explained I was only there to replace my existing equipment wifi and modem He said the only way was to upgrade my devices and he tried to add a sim I explained to him I didn't need a sim and I already have a great plan with T-Mobile He said that's the only way. Bottom line I left with the same old crappy devices that don't work and I have intermittent Internet My goal to leave spectrum after 20 years Do not go to spectrum read more

We had such a great experience at Spectrum in the West Covina Plaza thanks to Leslie! My husband's phone hadn't been working properly for a few months, and we kept putting off going in because we assumed we'd need to buy a brand-new phone. We finally went in, fully expecting to spend a small fortune -- but Leslie completely changed that. Instead of immediately trying to sell us a new phone, she took the time to really look at his current one. She quickly figured out it had no storage available and hadn't been updated, which is why nothing was working. She walked us through exactly what needed to be done, set us up with a new SIM card, and got everything working again. Because of her honesty and willingness to help, we avoided spending nearly $2,000 on a new phone we didn't actually need. It's so refreshing to meet someone who genuinely wants to help rather than just make a sale. If you're heading to Spectrum at West Covina Plaza, definitely ask for Leslie -- you won't be disappointed! read more

Fast service in and out of spectrum within 30 minutes thank you Matthew ! I came in to get a new phone and he helped me soon as I walked in

So I was tagging along with family to have them go from T-Mobile to Spectrum. Walked in, and there was no wait!! Not only was my dad happy that they had the football game playing, but we were assisted by a very professional gentleman by the name of Giancarlo. There was initially one phone being traded in and upgraded. We all know that the process can take some time, and he was absolutely patient and willing to provide all the information we needed. He kindly walked us through the steps and assisted me in making sure my mom decided to upgrade for her own benefit. We're all aware of the brothers and sisters who tend to get into little tiffs about things when it comes to our parents, so that occurred, and I had to walk out at some point. Giancarlo absolute professio al through and through. He was able to give me a round about price on how much it would be to upgrade my mom. She quickly agreed, although she was against it the whole time. Turns out my out of pocket expense was less than I was quoted, so who won't be happy about that. This is a location I would recommend. Especially since, in the end, Giancarlo threw in information to me about the newest Android. My whole family is apple, but he still made sure to give me some insight. This gentleman definitely deserves a raise if possible!! read more

Spectrum - Internet Service Providers Near Me - West Covina, California

I visited the store on a Thursday night with the intention of upgrading my daughter's cell phone. Upon checking in at the kiosk, I heard my name called within 15 seconds, WOW!! Unbelievable service I met with store specialist Giancarlo Aban who assisted my daughter and I in a timely and very efficient manner. Aban was very knowledgeable, professional, easy going and friendly. Definitely left a good impression of someone who cares about providing great customer service The store itself was very clean, well organized, easy to navigate and inviting. My daughter has a great new phone which was priced just right and is extremely happy. In the end, that's all that really matters Thank you Mr. Aban for a very positive shopping experience read more

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I called Spectrum. They suggested they would need to send a technician. I asked if there would be a charge, I was told no. When I received my bill, there was a $65 charge. I called to complain. The man said he would listen to my call, came back and said I didn't ask. I told him I didn't believe that and I would like to hear the call. He told me that I could hear the call but only after my attorney presents them with a subpoena. read more

Wish I could leave zero stars. Called Customer Service (CS) to speak about grievances, I turned on my call recording, she heard it notifying her of this (I had surgery a week ago and can only use one arm, unable to type notes). I took over my 82 year old grandparent's account a month ago (beginning of March). I changed all of the info to match my contact, the bills come to me, everything. The CS rep refused to speak with me, mockingly asked if I changed account info today, was arguing with me; I asked her to stop interrupting me, telling her that I needed to express my concern so I could be assisted properly. She hung up on me. I went online to see if I could downgrade services; redirected to their awful CS phone line (833.949.0036). Left this on their site: 1. Terrible "why wasn't this helpful options" - three choices that do not encompass legitimate concerns. "it wasn't what I searched for", "it was confusing" (seriously?), "it has inaccurate or incorrect info". 2. Making it impossible to downgrade services - upgrade and give you money, no problem - do something about abhorrent scams on seniors being charged $400.00 a month for internet, home phone that they haven't had in 10 years, and TV; which includes a DVR they have no idea how to use, and receivers/cable boxes in bedrooms that no one lives in (who are hard of hearing and cannot advocate for themselves), no can do. 3. Corporate greed at its finest, on such a disgusting level. read more

Yes. It's a good service. I like the internet speed it's good and I am happy with my service

Unprofessional staff , and this place is always packed with people. They always give you a hard time when you cancel a service for anything and have been not really good about installing internet read more

All I can say that I don't know if it was due to the rain, or if there was other kind of problem, but I was sick and tired of the way my internet kept dying on me. But thanks to Eric and I do hope I have his name correctly. He came in LISTENED to what I told him was my problem and that I NEEDED answers. He in turned said he would be happy to answer any questions I had for him. I could not believe how serious he took his job. He spent alot of time going over and repairing what needed to be fixed to get me up and running. Thank you ERIC!. Then I called again, for something so minor, I felt only a guy could do. If it took him more then a minute, I would say I was shocked at how quickly he fixed my TV CONNECITON TO SPECTRUM. BUT he went a step further and checks the wires again to make sure they were ok. His name was Christopher. So please let them know how much I appreciated them both. YOU HAVE A GREAT TEAM WITH THEM BOTH. THEY KNOW THEIR EQUIPMENT AND HOW TO FIX THINGS.! read more

We came into this location trying to get some pricing for our dad's account and we were helped by Steph who was beyond helpful! We had so many questions and she answered them all. She was patient with us and very knowledgeable. I truly appreciate when someone goes above and beyond. She provided us with better internet and prices. My father was happy. Thank you Steph! read more

I don't recommend spectrum at all. Everyday I get this message from them.. not even a full day of internet.. and I get outages. Can't finish my work or anything from home. read more

Spectrum - All day there's outages - Internet Service Providers Near Me - West Covina, California

Complements to employee Andrew. I returned with required information and was serviced with professionalism and efficiency. After speaking with the manager, I was told he was fairly new with the company. Andrew will go far within Spectrum. read more

There are so many complaints of the same person I'm here to complain about why haven't you done nothing about your employee Luis he is rude and unprofessional they really need to fix their issue Customers if your going to step foot in here please avoid Luis and wait for the next person to help or go somewhere else very rude and unprofessional read more

Last July 4, 2025 I walked into the Spectrum store in West Covina. I would like to take a moment to commend Ian Claproth of the Spectrum store in West Covina for his outstanding customer service. Ian was incredibly attentive to my needs and went above and beyond to resolve the issues I was facing with my phone. As a senior citizen who is not particularly tech-savvy, I truly appreciated his patience, and professionalism, and dedication. He made me feel valued and supported throughout the entire process, and I left the store feeling relieved and cared for. Ian is a shing example of what great customer service looks like- he is truly an asset to the Spectrum team. He deserves recognition for his exemplary service. God bless him. read more

Walked in without appointment and received assistance within 15 minutes of waiting. Super friendly staff , Steph was really patient and informative. Answered all of our questions and provided really helpful suggestions. I highly recommend Steph. read more

Stephanie Beltran was amazingly helpful this week with our modem return and even helped us with billing and internet speeds. Can't recommend her enough to help you with whatever you need! read more

Came to return equipments. Check in and waited for someone to call my name. There should be at least two customers ahead of me. As I was waiting, I saw 5 employees and only 2 were helping customers. 1 employee was just talking non-stops to the one who is helping a customer. The other 2 act like they are working by staring at the monitors & laugh as the one talking non-stop making funny comments. I have been waiting for 30 minutes so I went to ask for help and let them know that I need to return these equipments. One employee ask for my name. I told him my name. Then he look at the monitor and claim that he didn't see my name. He ask me to sign in again. I started to get annoyed & told him that I did sign in, but he stated that I need to sign in before I could get help. I stop trying to argue and when I was turning around, I heard another employee comment that someone deleted my name. I did get annoyed again but I decide to let it go. After I signed in again, I went to talk to the same employee and he told me I have to wait for someone to call my name. He use an excuse that they need to print the receipt for me and it will take awhile. I waited again for a couple more minutes and finally someone help me. It took only less than 5 minutes to return the equipments and get my return recipe. They made me wait on purpose just because I was there to return the equipments. Before I decide to come to this store location, I look at the reviews & it was mixed with good and bad review. I was hoping the service would be quick since I was returning the equipment before my cancellation date. I end up getting the bad experience. I don't think this place deserves even a one star. At least I don't have to deal with this ever again. read more

My internet went down two days ago and I notified Tech Support and they sent out the best Spectrum Support Tech in the business. Jonathan texted me 20 minutes out from the Scheduled arrival time. He was very punctual which is so rare for this type of service. I was excited to see him to help troubleshoot and resolve the problem. Jonathan, went beyond the call of duty by testing out all cables and displayed a very high degree of knowledge towards his work. I was very impressed - so impressed, I felt the need to write this review. Let me be very clear, Spectrum needs more workers like Jonathan. I served in the Military from 1975 - 1990 in the Tech Field and I know about accomplishing the mission with a high degree of skillsets, which Jonathan demonstrated. Jonathan stayed on scene and provided me a detailed process of Fault Isolation and corrected measures to restore my services. Jonathan also Demonstrated a love or a passion for his job and that's what makes him a true role model for all to follow. Enclosing I want to extend my deepest gratitude to Jonathan and his professional conduct towards restoring my service. To upper Management, please do not let this review go un-rewarded. Please promote or provide Jonathan a recognition of his outstanding services he provides to your company. Best Regards, Shane S. Wiley read more

Lack of customer service and they make you wait for awhile and this place is horrible to go handle your WiFi business I would switch over to a different provider and ditch this horrible place immediately. I understand they get paid by per hour but they really like to stay long as they can with one customer even though there's isn10 other customers waiting they will neglect that issue and won't adjust to any customers that's coming in to wait and with no exaggeration they will make you wait over an hour, if you as a customer think that's okay by all means stay here the person name Luis is the most unprofessional rude person I ever came across in any etablishment to have people like that working there is pretty absurd. read more

Spectrum - Luis just ignoring the fact there is multiple customers waiting and he's just standing there talking to his co worker - Internet Service Providers Near Me - West Covina, California

Don't waste your time here. Reps are unhelpful. They will not prorate. A full cycle is billed for even using 1 day of the cycle. I'm glad to have gotten rid of Spectrum after 15 years! read more

There's an oversized penguin looking rep by the name of Luis Zarate. If Spectrum values their image and reputation(Only if they value it), do better on hiring folks who have the capacity or talent for customer service and sales. Clearly this noob was very sure of himself that he lies and uses his only talent of laziness to get out of situations. You are a 5 star liability to a business and to society. Even if the supervisor does some corrective action or re-trains this child, you can't fix attitude. We've been going to this location and every rep was helpful for the past years. But this just destroyed the whole credibility in seconds. If the supervisor can't get this straight, the leadership in this location is also flawed. Keep hiring these type of folks until bankruptcy. read more

The sales guy names Luis has the worst customer service every very disrespectful the way he talks and answers his questions. My dad is disabled and Luis was not empathetic at all. Not sure why he works here. Please fire him immediately not what spectrum needs for there West Covina location. Ps. Not the best experience and his customer care was negative 200% read more

I'm not a fan of spectrum. Their upload speeds are so low compared to their download speeds. They give u a good price only if you are a new customer, then they jack up the price so high your head will spin. I cancelled with them and though my bill isn't due until March 2, they charged for the whole month for 2/15-3/14 even though I cancelled 2/18... Instead of charging for the 3 days, they make you pay for the whole month even if you don't use it. If you plan to cancel, look at your bill and see when theylir month is because it's not the beginning of the month even if you get charged that way. Went to this store to return the modem and they wouldn't even try to help. It's so unfair and they don't care and won't help. Time to move on and leave this company for good. read more

Horrible experience went in after work about 5:45 could not accomplish what I needed so the rep said return we close at eight so I came back at 7:30 called at 7:45 was told the could not service me because I want to purchase a new phone and it takes 30 minutes he said come back tomorrow I did with an appointment on my lunch break well check in walk in were called before me twenty minutes later got called after I complained then they had no more phones not happy with West Covina spectrum store and the staff working if you can call it working read more

Luis has an attitude problem and seems to hate his job there. He looked annoyed the whole time we were there. Don't work customer service if you can't be helpful. read more

Avoid this location if possible. Nothing against the staff but this place is seriously understaffed, I waited almost 45mins for a new cell phone activation before leaving. There were 10 customers in this store with only 2 employees working, some of which just walked away like I did.. I was the second person signed in but decided 45mins was too long to continue waiting for these guys to wrap up what they were doing. Come on Spectrum, do better!! read more

if i could gove them a negative it would be -100. i make an appointment for a tech to come out and install a cable for my house for wifi 1gig. 1pm is the time , now its 1:20, so i call cust service and they tell me they canceled my appointment without letting me know . and tbe earliest time would be 3 or 5. my time is more valuable than that and the fact that they didnt even call to let me know . this co is going under because it sucks etc. read more

Made an upgrade to my internet service and needed a new modem that can accommodate that speed. The call center agent told me I would be to pick one up here at no charge. Parking is horrible at this mall - The store is near the center (enter by Red Robin/Chipotle area) It's right next door to AT&T so make sure you're entering the correct store - both have a blue theme too. Walked in - told the employee I needed to exchange my current modem for a faster modem. Easy peasy, walked in and out within 10 mins. - finding parking took longer than that. Staff was friendly and safe. read more

Terrible service due to the waiting time on Saturday evening. I would even want to rate no star at all. Because the way they care about their customers. Very terrible service! read more

I was a Version customer, but when Frontier acquired the lines in the area, the service became terrible. A friend suggested Spectrum to me, and I signed up. I have been a customer now for 7 to 10 years I don't remember. I was always happy with Spectrum, and I suggested them to my parents. They have had good service for years as well. Lately their phone and internet keep going out. They have had Spectrum there 5 or more times that I know of to repair it. They fix it for a day or so and it goes out. Spectrum has replaced everything in their house as well as outside Ron Martinez has even talked my parents into replacing all their outlets in the computer room. When I asked if it could be an issue with the area, he told me "No, no one else has had issues on their street". Strangely several of their neighbors have complained of service issues as well. My parents are 85 and 86, and have been married for 52 years, in January a doctor accidentally punctured my mom's intestines twice in a so-called outpatient surgery. For the last 5 months my mother has been fighting for her life and my father is scared as hell as you can imagine. The phones have been a lifeline to the hospital for my father to check on my mother and to take calls as her condition changes. They need those phones. Less importantly they are paying for a service from Spectrum that has been failing during these trying times. Spectrum we need a solution, real service, and competence. We need it now! read more