Time Warner was bad... but Spectrum is ridiculous. Their customers service is a computer that places you on hold forever, the after 15 minutes of you waiting on hold...... it cuts you off so you have to call back and star th wait process all over again. This cable service has went from bad to worse!! If you have a choice.... "Stay Away from Spectrum read more

After deciding to skip the long wait at the store front I made the fatal (for them) mistake of calling Customer Service to acquite my acct# so I could pay my bill at a third party location. The young lady on the phone told me that my request could not be granted for security reasons which I found to be a bit ridiculous. After waiting on hold for an hour Chip the supervisor told me that he'd gladly give me my acct#. At this point this was about principle and business acumen as well as the need to be persuaded to remain a customer of theirs. I went on to explain to. Hip that had the first person on the phone given me my acct# I would still be at a locale to pay my bill but since I was able to make it home before they would get on the phone and waisted an hour of my time giving me the run around I've decided to cut the cord on them. I think they think their monopoly on the industry in this area overrides people values and principles. Exercise ALL other options first before becoming a power and voiceless number in their system. read more

T this is the worst customer service experience I have ever had. I had my cable and internet put in today and the technician left without giving me the password to my internet. I had to call and get it and then I noticed one of my TV's was not working. The other TV was working and then I went to bed and was watching it and it cut off. No signal to the TV no channels. The earliest they could get here was the next day between 5 and 6 p.m. . They didn't seem to care and the telephone what time they got here and when I asked for an earlier time the agents could not have cared less. I don't think I'm going to be with this company for very long and I'm going to exercise my 30 day money back guarantee read more

I currently live in Swansborro, nc. This is the worst company I've ever dealt with in my life. I started svc. 1 1/2 yrs ago with TWC $99 something a month. Service was awful. Cable in and out internet never worked, even cell service no go. Well, I paid and just dealt with it. Then, they switch to Spectrum and my bill goes up to 259 per month! They most be crazy to think I'm going pay that much for shady service! Tried to cancel and they won't come get the equipment. I drive 30 miles out of my way just to find out, while I'm paid in full and they have all equipment, I can't get my $215.00 refund for 4-6 weeks! That's half my rent hi-jacked for over a month. Now, I find out they are the only company in area offering service. I can't use any phone in my house! How do I call 911? Thanks for nothing. Just go ahead and throw your money out the window before you consider using them because that's what you will be doing. I also notice they have so many negative comments they don't respond to even1/2 of them. They have obviously quit caring! Back to the stone age for me, cause they won't be getting my money no matter how desperate I am! P.S. Please give me my money back! read more

Two years ago I had TWC install cable and internet. I think it was $125.00 a month then just before they sell out to Spectrum my bill went to $150.__. I talked to them2 weeks ago and asked them about going down on my service price. They said my current bill was to be $172.__. I asked if they could take it down to something below $100. Nope they said. So I told them to take away cable and phone and leave me with the cheapest internet. Well I got it down to $69.99. I will still be searching to get service somewhere else. Bye Bye. read more

Another large company that no longer cares about customer sanctification. And, if things are not bad enough; they've merged with Spectrum to become larger and even less concerned with us, the customer. My story begins in January 2017. when I moved into a location that was a business 5 years previously. Time Warner "could" not connect me until I had the property rezoned from industrial to residential. This took two months to get done. Then, Time Warner "could" not connect me without me paying over $2400.00 because my property connection was too far from the nearest tap, which is NOT TRUE! They wanted me to pay for the extension of a tap. This property was connected to Time Warner before I moved in and I could not understand why it is now too far away from the tap. Interesting, huh? After more aggravation, they, for some mysterious reason, decided the tap, which I found within 3 feet from my property line, that they "could" connect me, but not before I made two trips to the Wilmington office which is 30 miles away. Because they don't care about us, the customers, we can no longer call into to the office for help. Can you actually believe they are so arrogant? Well they are! They don't even install their equipment, they used a subcontractor. This is cheaper, no workman's comp, no vacation pay, no company provided insurance, etc., etc. Mostly, NO CARING!! The subcontractor gave them the wrong mailing address for us. We never got a bill and they cut off our service. No telephone call or email asking if there was a problem. Just cut it off! I spent over 90 minutes talking to three idiots, trying to pay my bill and was not allowed to speak to a supervisor. Honestly, I was not allowed to speak to someone intelligent enough to have the authority to help me! S T U P I D ! ! ! Finally was allowed to pay my bill, if I gave them an extra $5.00 for their trouble. I swear, all this is true. Bottom line, if you can avoid this monopolistic, uncaring, self-serving group of crooks, go elsewhere. If I could, I WOULD! Jimmy Tomosunas Burgaw, NC read more

Spectrum really sucks in Elon. I've missed classed and assignments during online school through quarantine. Outages last for nearly a week usually. Even when it's working well, it really sucks. read more

So Time Warner Cable is now something called Spectrum and immediately my monthly rate increases by $20. I call customer service to ask what can be done to lower the cost and am told nothing. I say, gosh, TWC has always been helpful with issues like this in the past and she interrupts me and says, "This is not TWC any more. I cannot help you". Okay, got it. read more

I originally had Time Warner, price was high but it was the only provider for this area and service was not great , now they are 'Spectrum ', service is even worse if that is possible. My internet drops about six times a day, very frustrating since it is usually in the middle of me running trial balances ir a confetence call. In short they suck big time. If your atea has another provider use them! I am 100% fed up and today am looking into ATandT. read more

I only gave them 1 star, because you can't give them none! This place is ALWAYS too busy. I had a reservation, but no confirmation number. Oh well! They put me at the bottom of the list! I asked to speak to the manager, but there are none all week! Shitty receptionist! read more

Worst company I have ever seen when it comes to customer care. Won't work with us on an account consolidation because one account is "regional" and one is "national". No concern for customer satisfaction. They just quote policy and say that is all I can do. I would not recommend them in the Wilmington market and would suggest you look at Cloudwyze and AT&T uVerse. read more

This is the worst company I have ever dealt with the wait times are ridiculous and my problem still isn't solved I would choose AT&T any day I will definitely be canceling my services read more

If there was any place on earth that warranted Yelp changing their rating system so that we could give an establishment ZERO STARS, this would be the one. They are the Devil Incarnate. They lie, cheat, and steal from customers. My mom passed away three months ago and we have been -- before, during and until now -- trying to get her account resolved. This is what they've done for us so far: They promised a credit to her account when cable, TV and phone all went out because of an outdoor problem, and her service was off for over a week. They did NOT deliver, which engendered another call and another unkept promise for credit. After her passing I went into the office to let them know and to find out what we needed to do to get her account turned off. After providing a copy of the death certificate that they demanded, they proceeded to LOSE it, so now they're saying they have no proof of her death. They are continuing to attempt to collect money from us for equipment that was returned and for which we have a receipt. Two compassionate-sounding phone people have promised both my brother and me that they will "zero out" the account as a courtesy for all the trouble we've been through. The first, Holly, promised to call me back that day or the next day and never called. The second, whose name I don't know because my brother talked to him, made the same promise about resolving the account and calling back within an hour or two, and never called back either. There seems to be a pattern here, namely: THEY LIE. ABOUT EVERYTHING. I hear this is common in the cable industry -- they tell you what you want to hear just to shut you up, foist promises of returning calls and making accommodations upon you, then neither call back nor accommodate. The worst thing is that they are probably going to end up getting money they don't deserve because they have already put her account into collections and we can't get anywhere in resolving this, even though they have repeatedly claimed that they're going to help/they don't have the equipment so they have to charge us for it/they don't have a death certificate. Depends on who we talk to, but the end result is always nothing. read more

The Spectrum store front in Wilmington NC is the silliest excuse for a business I've ever seen. I'm moving so discontinued service and went to drop off my equipment as a last errand before leaving. The familiar refrain of "You have to sign in" repeated over and over in these reviews hit me like a speeding car into a bridge abutment. "I'm just returning equipment" I said, but no getting past the guard dog at reception and the hour long queue for something as simple as that. "How long?" I asked. "30 minutes" said the robotic reply of the guard dog. The elderly woman seated on a window sill a few feet away shook her head slowly. "No way" she was telling me. "I don't have 30 minutes" I quipped. "You can return it UPS" the guard dog replied. There are of course 2 dedicated personnel standing idly by, chatting away behind the counter waiting to accept new business, but the long counter of serving stations for what I would presume to be day-to-day business was as empty as the wasteland in a Mad Max movie. Honestly, in my many years of dealing with cable company offices, this is the first time I've been asked to wait an hour to drop off equipment. Usually there's a big box and they point to "drop it in there". Thanks Spectrum for not disappointing me, and going the way of AT&T (which I swore off of 20 years ago, and still refuse to do business to this day). With all your cheery rhetoric about how much you're there for the customer, and all your automated surveys to collect data on customer satisfaction, well... you're just another BS artist. I guess you don't care because you assume people will expect you to provide poor customer service, and you don't want to disappoint them? I'm just adding you to the trash heap of businesses to "avoid at all costs". And oh yes, it turns out where I moved to offers Spectrum cable. The one caveat is they have a competitor (not AT&T) hah! No business for you Spectrum. Your guard dog and crappy policies have seen to that. read more

They do not know what customer service is and their products are crap. When I took the dvrs back they did not ask me why I was ending my service. They didn't even try to talk me into keeping it. With 15 people waiting in the store they had only two people working with people. read more

Worst cable company in the history of the world. Had left them in Charlotte years ago but decided to give them a try again in Holden Beach NC. Sales person was a liar and additionally failed to mention that you had to be present to sign for an apple device. Once we found out- cancelled this part on 10/26 after dealing with 4 different reps on the phone -1.5 hours of customer time. UPS apparently tried to deliver anyway on 10/28 and 10/29 (uhh- we don't live here full time AND we cancelled). Now Spectrum is trying to charge me for a device I never received and cancelled before the first delivery attempt and have now had 3 calls and spoke to 8 different employees telling the same story over and over. I have 5-6 hours in now trying to deal with an incompetent and utterly ridiculous company who says they hate to lose a customer but has done NOTHING to FIX THIS CRAP!! Run far and fast to any other provider. read more

Months now getting them to acknowledge that I gave my box to the local storefront in Wilmington, NC. They still refuse to acknowledge that the box was dropped off and will not veer from a $120 charge that I refuse to pay (for equipment). Class action lawsuit anyone? wilmingtonsummer@gmail.com I'm in. read more

When it comes to visiting this location, 5 stars. The customer service is outstanding, all 3 times this year there has been virtually no wait. There are limited options for cable in the area and I believe they are trying to accommodate the demand. today, Rob helped me and he was quick, efficient and super helpful. Thank-you. read more

I visited the store to pick up my installation kit. I was told it was going to be a 5-10 minute wait it ended up being 20 minutes. That was the only negative though. The gentleman that helped me was extremely nice, helpful, answered all my questions...he showed exemplary customer service! read more

Worst internet I've ever experienced. I call weekly to have it fixed. If you can find a better provider, pay the extra money.

Good now my Internet never goes out. There was a problem for a while of loosing internet. They found a bad connection outside. Thanks spectrum for fixing that. I only feel the monthly charge is a little to high. Just for Internet. There are some other options that are cheaper. But I am happy with how well it works. read more

Poor customer service, they have people restringing lines and they don't know what they are doing! Our line was cut so can't get my service. Nobody seems to know what each of them are doing. So tiered of excuses. I would highly advise anyone to stay away from this service!!! read more

Service is awful. When service goes out (which is common) it takes 45 mins on the phone with someone "troubleshooting" by telling you to unplug it and plug it back it (the router) before they'll send anyone out to fix a thing. read more

I am paying for internet that only works half of the time. The half of it that does work is so slow that it's near impossible to stream anything. Have had issues with cable going out as well. Want a bunch of random numbers calling you all day on your land line? Get spectrum phone services. read more

I am presently on hold with the second loss retention agent I have spoken to. Have been on the phone for over 2 hours. They have no idea how to fix the issue that I am having. Was told no supervisor was available, then I over heard the agent speaking with someone, she then informed me that her supervisor was helping her...this al started because my bill went up recently. I called spectrum to see what they could do. They called it a basic package that gives me 30 channels. They failed to mention that those channels consisted of CSpan and HSN's spread out over 300 channels. Now I am stuck with this package unless I want to pay $20 more dollars a month for the same channels as before. Not to mention dealing rude customer service agents who acted like I was bothering them by calling. The last loss retention agent blamed me at first, saying that if I want my bill reduced, I have to lose channels...duh! my thing is that I was told I would get 30 channels, not the same 2 over on different channels. I was mislead. Definitely finding a new provider! read more

The same old saying... if I could leave 0 stars I would. This company isn't worth even a half a star. The local office sucks you go there and wait an hour or longer to talk to someone, the 800 number sucks, the cost is way too high which gets me to my main grip! We decided to cancel our service and go with a cheaper service so we call and cancel, Our bill arrived and lo and behold we were charged for the whole month instead of it being prorated for the 6 days we actually used the cable. This company is crooked and are thieves. They would not budge on prorating our bill at all. We have 6 other properties that are rentals and all of them have charter/spectrum. We are currently in the processes of replacing the service in all our properties with a cheaper, more honest company. There is nothing I hate worse than a crook stealing from me. Beware and stay away from this company. We went with Slingtv and it is only a quarter of what Charter/spectrum was charging us for the same channels. Don't get ripped off like we did. They stole 200.00 from us but they will be loosing about 800 a month after we switch charter out of our rentals. Good bye Spectrum/Charter! read more

This store is clean and organized but get there early because it fills up fast. We were among many who were exchanging boxes. I think Time Warner's product is going down hill. After spending hours on the phone with technical support and exchanging a modem/wireless router, I am still no closer to a resolution of my problem. A service tech cannot be dispatched until Wed. That was 6 days after my call. read more

The physical setup of this service location makes no sense. Are they trying to drive customers away? Maybe the weird layout, cacophony of noise and inadequate staffing are to incentivize customers to schedule in home visits or use customer service instead. Anyway, if you can avoid it, don't go to the store. read more

Their customer service is awful. When there is a problem all you get is a recorded message acknowledging there is a problem and that's about it. There is no way to speak to anyone about your issue. It's basically their way of telling you to go pound sand. We will fix it whenever we get around to it and there's not much else you can do about it. This happens quite frequently. It's amazing to consider that I pay thousands a year for their service and it's about impossible to talk to anyone on the phone. read more

This relates to my order of upgrades services from Time Warner Cable. I previously have had their internet service for over a year. I love the service (but not the pricing - oh well). Approximately 2 weeks ago I ordered a bundle of services from TWC, Upgraded internet, cable tv package, and home phone. The installation was scheduled for the afternoon of 9/9/15. From there things went downhill. I have over 2 pages (single spaced) of notes regarding this. I will only share the highlights here. - Technician arrived more or less on time (ok a little late). He was very professional and seemed to know what he was doing. Internet upgrade worked fine. Then he installed a new cable box. Didn't work. - He left, went to meet another tech to get a different cable box. Didn't work. - On the next day, 9/10 he came back with another box which would not boot up as well. Multiple phone calls to his supervisor followed with the result being a promise that the system would be working by 8am on 9/11. - I left for work at 6:50 on 9/11 but just in case, I checked before I left. There was no change. That afternoon I got home around 4:15 and was shocked (not really) to see that the system still was not working. - Over 2 hrs of telephone calls followed with the following results: 1. I started with the demand that if I did not have service Friday night, they could cancel my account. 2. The earliest they could schedule a tech was Tuesday, 9/15. I explained that in that case I wanted them to close the account immediately. The rep on the phone explained that she could not do that and she would connect me to someone who could. 3. This gentleman magically found a service appointment for Saturday morning 9/12 between 8am and 10am. He said they would make adjustments to my account for the service I had not received AND that he would issue a $300 reward card for my inconvenience. 4. I reluctantly agreed to these terms. - Saturday morning 8am....9am....10am all came and went. I called TWC at about 10:30 and was told my service appointment was scheduled between 11am and 12pm. After a pointless discussion i agreed to wait another 2 hours. I asked the rep to verify that the rewards card that was mentioned on Friday night was in process. Of course she had not access to check that and needed to transfer me to someone else. As she was "transferring" me the line mysteriously went dead. i'm sure she didn't hang up. - At 11:46 TWC called me to inform me that the service appointment would happen but that the tech had been delayed and he would now arrive between 12pm - 1pm. I again asked this rep to verify that the reward card was in process and she gave me a phone number where I could call and check on it myself. I called the number and got an automated sales system of some sort, the first ad I hear was for a security system (not a Time Warner one), other various ads followed, the best, or at least most ironic one was an ad for Dish Network services. Maybe I should have listened closer to that one. - After being unable to reach a live person to ask my question I hung up and went online to verify the number. I googled the number and it is listed as TWC customer service. I redialed it only to get the same automated sales system. - Since I couldn't get anyone at TWC to speak to me on the phone I began posting on their Facebook and Twitter feeds. To their credit I did get responses from them. - At 1:07 the tech called to say he was 5 minutes away. He arrived at 1:30. - No complaints with this tech. Within a few minutes he identified that my new equipment was hooked up to some of my old satellite equipment. After double checking all the outside connections and properly hooking up the inside connections he had the tv working, programmed my remote, apologized profusely for not having a channel guide to give me and he was on his way. At least now I have service but TWC can seem to find no indication that I was promised a reward card. From what I have read they make you jump through so many hoops to redeem them that they're hardly worth the effort BUT, I was promised one. Sadly the promise was only verbal and I have no recording of the call. It's just sad that companies seem to hold so little regard for their customers. I took time off from work 2 days to deal with this plus cancelled plans to spend Saturday doing some fun things with my wife. read more

Worse internet ever. It never stays working and when you call they are no help. The people who come to your home is nice but that's about it. They will charge you over 40bucks each time they send someone to your home. I'm leaving spectrum because I can't take it anymore. Would never recommend to anyone. STAY AWAY read more

Wed, August 19, 2015 3PM- After a local storm, my cable and internet were out. I called Time Warner to report the problem and was connected to a girl in the Phillipines. She directed me to unplug the cable to the modem and back of the box which I have done plenty of times before. She did not check for an outage at that time, but finally did after I had been on the phone for about 40 minutes. No outage but I should take my box back to my Time Warner store. After being cutoff, I called again and got what sounded like the same girl. She said it wasn't her so we started the whole process again. This time there was an outage, and she offered to set up an appointment for the serviceman to come out. She gave me an appointment for Friday, Aug 21st and I pushed for a better time. That was all they had, so I asked to be connected to someone closer to home who might be able to help me get my internet back on sooner than 48 hours. I was told that I could call the same number again but might still get someone in the Phillipines. I asked for a supervisor, and got someone else who told me there was no outage. She assured me that she would make my appointment a priority and make sure that someone would come out the next day (Thursday, Aug 20). I did not hear from anyone, so the next morning I called the number again and got a nice fellow in Greensboro NC USA. He told that there was an outage at 4 homes on my street, and that he saw on my account that I already had an appointment for Saturday, August 22 in the afternoon (so the girls in the Phillipines had lied to me several times). He said since it was an outage that he could get someone right on it. Within an hour the Time Warner truck was at the house. While I appreciate the quick service after I got to someone who actually cares about the customer, the 5 hours I spent on the phone trying to get someone to help was a waste of my time. I would love to find some other company for my $1800 a year. All my Facebook friends have had the same experience with Time Warner. read more

Most unacceptable, unreliable, extremely rude customer service I have ever had!!! They ignore your question and try to fill your head with nonsense that doesn't even help nor relate to your question to try to get you to forget about the question, because they have NO knowledge on how to fix your problem. My friend and I had paid for the cable to be back on yesterday. The lady named BROOKE told us it would be on within 10 miutes. We weren't home so we asked if there was a direct line we could call in case it wasn't back on and she fought with us about asking for it then argued until she had her way on saying she'll call us back!...She NEVER did nor did it ever come back on! It still has yet to work. We called again and the automated lady told us we had an appointment tomorrow for an installation which WE WERE NEVER AWARE OF! On top of that we called back and I don't remember the name of the guy, but he was extremely rude as well, finally transferring us to the supervisor NINA who was as rude as all of them combined, had the biggest attitude I have ever hear, as well as talking to us like we are stupid, while being the one to not obtain any knowledge of her own job. read more