I had a technician come out today that was terrible. But the reps I have worked with on the phone have been wonderful and have been able to walk me through fixing the issues every time. The tech today was supposed to come out and move our router and modem to a centralized location in the house and add an additional pod along with fixing our current pod that has been having connectivity issues. Instead he swapped our modem for a residential one and told me there are connectivity issues happening outside that someone would be out to fix. He made sure to let me know this would not be an over night fix but something that would take place over the next week or so. NOTHING ELSE HAPPENED. No moving the modem and router to a centralized location, no additional pod, no fixing the current pod. Nada. I was extremely concerned with the swapping of modems and still haven't gotten a clear answer as to why. As for my maybe... the people on the customer support end have been great. Each one have been able to walk me through technical issues and have us up and running. I'm not tech savvy but I can take directions well and I'm patient. When you treat people with kindness it's typically given back and that's been my experience over the phone. In fact, even calling in about my experience I was told my 2 different reps it was the calmest freak out they've witnessed. My main reason for writing this review however was to make sure I specifically acknowledged Justin from New York who helped me over the phone at 12:30am my time,1:30am his time. Yes he listened to me and he understood where I was coming from as a customer. He scheduled a technician to come out and fix my issues that should have been fixed today when the first tech came, all of which I greatly appreciated. But it was the end of the call when he empathized with me that really made me feel heard. So Justin, if you ever read this, thank you. I didn't know how much I needed to hear that and I appreciated it more than you know. And thank you for scheduling a new technician and listening to my experience. I know it was a lot to hear at 1:30am. My rating is based on this experience alone, so spectrum, you have Justin to thank for these stars and should find him and give him some sort of incentive (as your overall rating could really use a lot more 5 star reviews and I would give your in person tech 1 only because you can't do 0). read more

I discontinued my on April 8 and return the equipment on that same day. Today I received notice from American Express that I had been charged $100 so I called. I was told since the billing cycle started on April 6 and I didn't return the equipment until April 8. I would the $100 charge. I think that that should have been prorated regardless since been a customer for 7 1/2 years and the bill every month on time. Their response was that company policy that the billing cycle is for one month no exceptions. read more

CUSTOMER SERVICE WAS HORRIBLE! I typed my name in, sat and waited for my turn, my name was called and the representative said, from across the store, "Wait, Mr, I'll take care of you in a minute," then proceeded to call a friend of her's to the desk to wait on him. I heard their conversation and it was very flirtatious. Completely unprofessional and disrespectful. I will never come back. read more

I went to the town Center Wilmington NC Store. Those people in there did not know a thing. We started with one guy. Dumb, got another guy, Dumber. A third guy came by then left. We waited another 30 minutes, then we left. We had to call a gal in NY to tell us that we already had a DVR that someone else told us we had to go to the store to get it installed. What a mess. I know we are seniors but IF we keep spectrum it will be your lucky day. read more

Now I see why this store has so many bad reviews. The phone that I purchased lastweek did not meet the needs of what I was looking for. I emailed the service rep that I had and asked her if I could trade the phone. She said there was a $50 restocking fee. I understood and made an appointment which was actually very easy and I highly recommend doing. The gentleman waiting on me today told me about the restocking fee and then Rang me up and said "Nevermind you don't owe anything today" I couldn't believe it and so I asked him to make sure He double checked and said that I was good. I have the receipt that says I owed $0. I was so happy and felt extremely blessed. This made my day! Thankfully, I checked my back account and $89.11 was taken out today from Spectrum. I called customer service and they told me that they couldn't help me. I am very upset because I didn't approve or authorize that amount nor did I get a receipt that said I owed that. Spectrum needs to own up to their mistake and delete that charge. Very upset! read more

Spectrum - As you can see - I paid $0.00 How did they charge me 89.11? - Internet Service Providers Near Me - Wilmington, North Carolina

Frederick 5 stars! Great customer service. Made an appointment to get my new phone from best buy activated here. Wow long wait time when with an appointment. He was patient and very informative with all my questions. This place was slammed with people. I believe he said they had a BOGO going on. Every employee seemed helpful and kind which was great! read more

More than one employee working - there was only 1 person working and numerous customers- no way good customer service could be achieved- I feel sorry for her - she was doing the best she could but was obviously overwhelmed read more

This business is ridiculous! Our internet went out Friday morning Ok , that happens. Come Sunday they say internet is restored. Ours, was still out. All the imediate neighbors are good. We call them. After taking hours on the phone, 6 times that is. Every operator had a different answer and different promises of a tech. 2 said a tech would be here Sunday. They will call us in a hour tops. No calls, and no one shows up. One operator even said a tech called and left a message. We have no call or message on our phones. They now say a tech can't be here till Tuesday afternoon. They have ridiculous customer service, with operators that flat out lie to you. They are unable to fix the problems that arise in a business that claims excellent service and can face any adversity They are just unbelievably horrible! If I could leave zero stars, I would. read more

TLDR: Spectrum increased my bill to 2.5X what they charge for the comparable service for over 1.5 years. I did not check on this because I set it to autodraft. The top complaint fielding supervisor kept insisting that they were in the right because i should have checked my bill. I said yes, you are legally in the right, you legally pulled one over on me, but that doesnt change the fact that you run a predatory and bad faith business model that needs to be checked up on, shame on me for thinking spectrum ran an honest business, shame on them for not running an honest business. I had been a spectrum customer for years, paying on time. I went to graduate school in a different state and discontinued service. When I moved back to North Carolina I went back to spectrum. I told the rep at the time I just wanted the middle speed internet, and was told that the cheapest way to do that was to bundle it with a bunch of TV crap i dont use or care about. All well and good, I got the service for about 70 per month. I set it to autodraft because I work very hard at my career and felt that I was paying spectrum to take care of my internet in a manner that I would not have to spend my time and energy constantly checking on it to make sure it was okay. Fast forward to today, 2.5 years later, my internet went out in the middle of me using the internet for work. I went to my account to look at the autodraft to make sure my bank account did not mess up the bill or something of that nature. I noticed I had been jumped to 128/month for the same internet. I promptly called them and they told me that not only was i always on the lowest version of the internet, that my bundle from the time was no longer offered so they kept me paying for the services I never wanted and the promo wore off. I explained that all i wanted was the internet and they actually moved me from 400 to 500mb/s for 50$/month. The employee in customer solutions was very helpful in setting this up and helping me to understand what had happened. 50/mo is the current price of someone signing up. This means essentially that for nearly 1.5 years I have been paying 78$/month more than what they charge for a slightly better service. Now, as I told the top complaint supervisor, I fully understand that they are legally in the right, they screwed me over with the fine print, I should have been nitpicking the billing statement and looking at my autodraft, they are legally not wrong, however this is just bad and predatory business. I have been a loyal customer for years, i have multiple family members that are loyal customers for years, we all pay on time, and we have not caused any problems. While I recognize that i should have checked the statement, this recognition also means that I now understand that they are predatory and bad faith actors that need to be checked on. I personally would never do business like spectrum does, I do not take advantage of people, i do not screw them over with fine print I know they arent likely to check because their world does not revolve around the ins and outs of my business the same as mine does not revolve around the ins and outs of promotional deals of spectrum. So essentially what this means is that spectrum screwed me over by making me think that they were not bad faith actors that make weird increases, and subtly take advantage of their customer base up to making them pay 2.5x what they should be paying for the service they offer and charge their new customers, they legally tricked me into thinking this, sure, and it is on me for believing them. What this also means however, is that going forward I will be checking up on spectrum because I now know what they are, bad faith actors who engage in predatory business and take advantage of their loyal and long lasting customer base. I expressed this all the way up the chain to the supervisor who fields complaints. The supervisor took zero responsibility and kept insisting that they provide the billing statement. I told him that yes, they managed to pull one over on me and I will from now on be looking at the billing statement because I will be suspicious of them trying to screw me over and take advantage of me at every turn, because I now see them for what they are. I was offered a $20 credit. Considering they managed to scam me out of $1404 of extra money by me paying 128 for 400mb/s for what should have been my current rate of 50 for 500mb/s, for 18 months, I am not feeling that this $20 makes that right at all, and I, as well as my sizeable family that uses this provider across multiple states and households, will be looking at other options for an internet provider as we now see spectrum for the dirty business practice they are. Shame on me for not catching them earlier, shame on them for being this way. read more

Customer service and accountability never called back when told I would 3 days in a row

We have jumped through every hoop and provided every document pectrum has required yet. They refuse to honor their deal to buyour phonesinexchange for bringing over 6 lines of service. As well as we were told we would get home internet free for 1 year. Free lasted 2 months. Spectrum is a corrupt company. Do not get tricked into doing business with them . I would give then 0 stars if i could. I will be contacting the BBB. read more

Keep the internet up and running. Constantly going down. No customer service over weekend

I tried to call spectrum to find out about my bill. The customer service representative was so lost and confused about finding my account. I still have no idea about my bill. People in the workforce is very incompetent. No wonder the world is short staffed. read more

The best costumer service best people great amazing not even them getting mad all you have to do is just give them the billing paper and done read more