Spectrum.com
Reviews and Complaints

To Whom It May Concern:

I am writing about Spectrum’s deceptive notification practices and failure to continue paid-for subscriptions through the end of their billing cycle. I spoke with several Spectrum representatives on September 16th and October 18th and have not received a satisfactory explanation or recompense. I am asking for a remedy of $75.12 to reflect services paid for but not rendered.

In short, Spectrum: • Provided minimal notification of their change in refund policy, including failing to inform me on the day I called to move service address on my service • Prematurely turned off all services I paid for through October 14th, no internet was accessible because Spectrum chose to not provide services • Required that I return equipment, paid for through October 14, prior to October 18th to avoid a late fee

Background

On November 16, 2022, I called Spectrum to change my service address for my services. I was informed that Spectrum was unable to provide me services to the location I was moving to. The customer service rep closed my account as they were unable to move services to my new address. It was never mentioned that, because spectrum wouldn’t be able to provide the service they claimed to be able to, I would be charged a full month even with their lack of execution on our service agreement.

Upon getting a bill for no services being provided to me, I was informed that Spectrum was now a “subscription service”, and that I was not discount on fees expected, even tho Spectrum was unable to provide me services. I spoke with three customer service representative via phone on October 18th. All confirmed that I was not eligible for any prorated amount from when they turned off services for not being able to supply internet. On October 18th I spoke with customer service management who would pass my arguments on to Spectrum upper management. I have not heard back.

Minimal Notification of Policy Change Is Anti-Customer

Spectrum did NOT notify me of their prorate policy when they proceeded to close my account due to their incapability of providing me services. I do not have a copy of the call; Spectrum would have one available and I grant release of that recording to you, if desired.

In short, Spectrum did the bare minimum to notify me and other customers of their policy change to no prorated services, even in their failure to supply goods to their customer per a service agreement. And when I called to cancel my service, I was not reminded of the altered refund policy. By inadequately informing customers that accounts cancelled before the bill date are not entitled to a pro - rated refund of services, Spectrum appears to be prioritizing revenue over fairness. The irony is that Spectrum employees spent, at minimum, 4 total person-hours explaining this policy to me after the fact. Couldn’t they have been more efficient by sending an email beforehand?

Premature Cancellation of Paid-For Streaming Services

The Spectrum customer service manager informed me that Spectrum cable is now akin to Netflix, where service is pre-paid through the end of the billing period and customers are not entitled to a refund. However, with Netflix, a customer can continue to access pre-paid services through the end of their bill cycle. This is not the case with Spectrum. Even though I have been charged for services through October 14, 2022, Spectrum terminated all access to authenticated streaming/internet services soon after I called to change address and instead had my account canceled by spectrum.

Spectrum carries BeIN Sports, which provides coverage of La Liga soccer. I had previously watched games on my phone by authenticating to my Spectrum account. In late september and early october I tried to log in to watch a game and was denied. I also lost access, on September 16th, to any access to information about my account.

Spectrum should not be allowed to have it both ways. They cannot claim that they are a subscription service and then turn off access to services that are paid for through the end of the billing cycle. Because Spectrum terminated my streaming access before October 14, I believe I should not be fiscally held responsible for services that Spectrum could not provided and they actively closed where services were already provided.

I am asking for a refund of $75.12, equivalent to the amount of time that Spectrum was unable and unwilling to provide me services. Spectrum turned off streaming access on September 16, 2022.

I believe the Texas Department of Commerce should encourage Spectrum to more clearly inform customers of their revised refund policy. While I respect Spectrum’s right to make a profit, they should not be rewarded for hiding a significant policy change from their customers. At minimum, any attempt by a customer to cancel should trigger a reminder to the customer that they are not entitled to a refund of fees, based on Spectrum’s “subscription policy”.

Spectrum should also allow customers to continue access to streaming services through the end of their bill cycle. The customer has paid for access; they should be able to stream until the end of the bill cycle.

Thank you for your consideration in this matter.

My daughter contacted sales, spk w/a Woman out of St. Louis MS, sold her a cable internet mobile phone service, advised there would be a payment of $177, I, the MOTHER, paid for that out of my CapCom Visa Debit. My card information was stolen and or whatever by your Company and has been run 3 times thus for for $172, $122, and $178. I need a refund for all three of these amounts

I have called 8 times and no one will help me.

The initial phone call to sales was the 10th, card ran thru on the 11th and 12th

Please I am begging you to have someone contact me @ [protected] OR [protected]@gmail w/response to this ASAP

I made a customer concern about the way they treated me in changing over to their services from verizon. I was contacted by a supervisor and told she would get back with me today at about 1 pm. I spent the afternoon waiting for her to call. This company has been the worse experience I've ever had from the beginning, they screw up my order from the get go and I've found myself on the phone with them over and over again trying to correct the matter. This matter started back in August and is still to be resolved.

I have been charged $239, $248, and still have a bill showing I owe $378 in 3 months service. In 3 months, they are trying to make me pay around $800 and this is only for Basic TV with a $12 sports package added, 1 HD box, Internet and Wi-Fi (last 4 days Internet was cutting in and out often throughout day). This isn't including the 3 mobile phones I have with them. While disputing my billing issues they lie about when disruption of service would be and cut off Internet. During which time my mobile phone would not allow a call/text and could call out or send a text. I spent several hours trying to get mobile phone working while being transferred and hung up on at least 10 times. That night due to Spectrum not willing to help with phone issue and them cutting off my internet knowing I was disputing my bill I also had a family member pass and wasn't able to be at hospital or even know what was happening because Spectrum didn't worry about my phone not working or the billing issue and only cared about a bill being paid that was not the correct amount I should be paying. I'm still having mobile phone issues and internet issues but have now stop trying because of how hard it is to talk to someone who only wants to transfer me or hang up on me. I'm stuck with this horrible company because I still owe $500 on a mobile phone but as soon as I can recover from the bills, I've had to pay Spectrum and get the money to pay off that phone I will cut all services and recommend everyone I can reach to avoid this company and get services cut off with them as soon as possible. They did give me a $25 credit thinking that was good enough for all the troubles.

At 805 Sullivan street Greensboro nc 27405 I have called since Tuesday after the storm bc of no internet it is a business account. The guy Eric was supposed to be here yesterday 8/1 and never showed after 4 calls to spectrum throughout the day I was told I will get a call within the hour. Nope never happened still do not have internet n no one coming to fix bc no one call back. Today called again said someone will call back within hour not holding my breath bc I would be dead bf someone call back n gets here to fix issue

This evening at ~5:45 pm 7-25-22 I was driving westbound on Clearwater Ave in the right hand land when the spectrum driver (lic plate C91388H) ran me off the road - into and up over the curb to avoid him side-swipping my vehicle as he suddenly moved from the left lane into the right lane. Had I not been paying attention and reacting quickly -he would have side-swipped my vehicle. We were approaching the - round-about - for clearwater/leslie when I flagged him down to ask him to pull over. He was he aware he ran me off the road, but said - he had no choice - rolled his window back up and kept on going. I am a charter customer and I am very upset that he did not have the courtesy to stop or pull over, get my name and see if there was any damage to my vehicle as a consequence of him moving into my lane of traffic unsafely and my having to go up over the curb to avoid him hitting my vehicle. I would like you - the employer - to take disciplinary action against this driver. He is a white male - dark brown curly hair between the age of 25 to 35 (best guess) and did not have any glasses or other distinguishing features.

On or about June 2022 I reached out and spoke to spectrum services regarding two matters 1) my malfunctioning internet which remained that way for 1 week with no compensation and 2) the procedures regarding cancellation of services given upcoming move. I was informed that I could drop off my equipment any time and services would be canceled. I specifically spoke to them in reference to timing for disconnection and was assured that I could disconnect for only time used. When I called on 14 Jul to proceed with disconnection the individual on the phone was short with me because I declined interest in speaking prolongly about any other services. When he confirmed cancellation he informed me that I would be charge full service for having requested cancellation 4 days after. I requested to speak with someone about prorated services and he informed me prorates did not occur. I spoke with spectrum customer services in spectrum and they provided me a number. I called this number and spoke to a supervisor who informed me that in my co Tracy it specifies spectrum does not allow for prorates and suggested I should have read my contract. While there may have been soMething in Writing about this, confusion on the matter occurred when discussions with representatives do not explicitly explain this. I have been a loyal customer for Spectrum for over 20 years and remain so despite co at any move as a result of my military job. I am still requesting prorate as given discrepancies on verbal instructions are what resulted in confusion. If you track usage you would see I barely even used my services but kept it on. Had I known possible penalty I would have disconnected sooner. I believed my monthly period would end before the next I stallion payment. Account is currently deactivated but I still request a refund or prorate . I do not believe I should be charged 176.67$ for 4 days over because of miscommunication from your own representatives

June 20th at 1:56 pm, driving north down research between Duval and Oak knoll a driver in a spectrum truck turned right into research and hit a cyclist, throwing him off the road into the dirt to the right. He didn't stop or slow down, and made a quick exit after he saw me taking pictures of his vehicle and plates. There's no where for me to report the driver, and I can't make a police statement because I didn't capture the actual incident on camera, nor do I know the gentleman's name who was hit. If anyone knows where I can file a formal complaint against the driver, please let me know. The photos I have are time stamped, as well as location stamped.

I already submitted a complaint through FCC (Federal Communications Commission). I do not like the way it was handled, so I am filing another complaint.

For the FCC complaint, Stephanie L Miller handled the best she could. I hope this complaint goes to someone other than Stephanie L Miller for resolution.

I was charged for 3 months in Spectrum even though the router and modem was disconnected since February 19 2022. I think it is unfair of Spectrum to bill me when I am not using their router and modem at all. I wish Spectrum would use their technology to confirm that I did not use their Internet at all after February 19 2022 and refund me the money.

I have asked Spectrum for a refund again and again.. I have been told "no" so many times. Spectrum says they don't bill based on usage. I am exhausted. I am sad. I am resigned. I am unhappy. I am miserable. I am really disappointed.

Spectrum only allows cancellations via phone (illegal in some states) The obvious reason is that will retain some customers due to the necessary effort and time required. Also they have a policy of only a $10 credit to be applied by their "Cancellation Department" when they have failed to cancel your service for over 6 months...

In changing over service, we were never advised that a full month would be charged whether I canceled on the 2nd of the month or the last day of the month and the agent called me when the new tenant called to change service. They should have told us that we would both be billed for the same period of time. This is a deceitful practice and double-dipping.

For at least 6 months Spectrum's online bill pay sign-in has been problematic.

Calling Spectrum to learn why this is an ongoing problem I was told by Alan in tech support (refuse further ID) "It is a known issue and we are working on it"

This is the same excuse last month and the previous month. Spectrum is a tech company. They are expected to fix issues in a reasonable time. Monts after months of frustration for so many customers is NOT reasonable.

Spectrum uses this "online issue" to profit. They will take your payment over the phone and surcharge you for the inconvenience. Yes, they create a problem, perpetuate the problem, and make money on your frustration and wasted time.

Concurrently I will file a complaint with the CA Public Utilities Commission [protected]

I cancelled my service because we sold our home and move out. We moved out on February 14th and my current bill says I am to pay the full amount $74.99 for services from February 8- March 7th. I called to see if I could get a credit of $56 for the days I will not have service and was told per their policy they do not offer any credit for any cancellation of services. They claim to bill monthly, however the supervisor admitted that they actually bill 30 days from when you start service. I also have gotten credit for days that my service has been interrupted, so they do a have a daily rate established. They new owner started their service on February 14th, so Spectrum is double dipping and getting paid by 2 customers for 1 location! I am being charged for a service they are not giving me and they are also charging another person for the same service location that has already been paid! This is FRAUD.

High priced service my bill has more than doubled since they merged with Time Warner. Everything is not working like it used to. TV is intermittent at best, everyday it's another channel that suddenly goes dark. I even have an 80+ year old neighbor that calls me because she cannot view the news. Have to tell her to up a few channels and then back- sometimes this works.

The high speed internet is a joke, they advertise 100 mbps of download speed, we are lucky to get 30 and maybe 9-10 upload speeds and often the page never loads--just see waiting for server to respond is all I get. And yet they send an insert with every bill that says for $20 you can get 400 mbps of speed, They are crooks.

Their E-mail account is also not working, My husband used to be able to send me an e-mail from his office Computer to my office computer--Not any more, and last year his account sent multiple old deleted e-mails out that were originally written in 2016, 2017, and 2018. Excuse was they were changing e-mail servers. In addition, I am no longer able to receive e-mails from some of the businesses that I have been using for years. My health insurance summaries stopped in May 2021 and I am still trying to get them to check against my Medicare billing. Try as they may, they would not come through, so now I am back to paper statements. Never getting the your bill is available e-mail they claim they and many others sent--all the while everyone wants us to go to paperless billing.

Customer Service usually requires a long wait, or we can call you back at this number when it is convenient for us!

And recently I called to report a scam call, that said I could reduce my bill to about $159, but I had to have automatic billing against my credit card. The caller said I did not have to pay my next monthly the credit card would be charged at the new rate and would be billed monthly against the card.They said do not pay your next Spectrum bill and that all billing would be resolved with a month or 2, but my credit card would be charged and Spectrum would not charge me late fees or send it too collections.

I contacted Spectrum and they told me that they had recently contracted with a third party to promote their product at a lower price. And that they did have authority to set up the new program. Something smells here, where are they advertising this and is it really a scam.

We have Spectrum cable & internet. 2 yrs ago we had spectrum mobile. I had half of my foot amputated and we could not afford the mobile service anymore and it was canceled. The cable internet and mobile accounts were 2 different accounts that were billed separately. We called in to see if we owed any money on the canceled mobile account. We were told we did not owe anything. That was approximately 2 yrs ago. On 12/23/2021 Spectrum added $406 to our cable bill. The mobile services customer support said the account was closed and dismissed any charges that were due on it. On 12/18/2022 they canceled our cable and internet service. Our cable is paid by a government program because we are a low income house hold since my wife collects disability and I am out of work while healing from amputation surgery. After 3 hrs on the phone we had 2 supervisors admit on a recorded line that they could not add mobile account charges to a cable account. They are separate and different accounts.

I returned all of my equipment to Spectrum in Florence, Kentucky, and have the receipt for this return. (Uploaded below). However, I continue to received invoices from Spectrum for the same $59.00 worth of equipment that I returned last September. In October 2021 I waited on the phone over an hour to speak with a human, and they resolved the issue, and changed my balance to zero and closed my account. However, on November 7, 2021 I received a new bill for $59.00 for the same equipment I had already returned. Since my account was closed, I could not login to my Spectrum Account. I called them again, and again waited more than an hour on the phone, and the again fixed the issue, and corrected my balance to $0.00. However, again on November 19th Spectrum changed my balance to $59.00 again. I just ignored it this time. Then yesterday, 2/5/2022, I received a Collections Demand from Credit Management, LP for this $50.00. I again got on Chat with Spectrum, and they were very rude and unprofessional. Unfortunately I was unable to get them to send me a copy of the Chat Session, or any email proving that my account balance was $0.00, but they did acknowledge that my account had no balance . I attached some notes from this chat session today.

All Spectrum emails contain tracking pixels. Also known as web beacons, these secretive codes are embedded in emails and are designed to collect IP address, device and browser details, etc. Unlike cookies, there is no request for customers' consent.
After years of reports to the customer service, domain registrant, admin, tech and abuse departments, no one bothered to even respond. After forum post, my threads were removed and my account was banned.

We recently requested a return of one of our two spectrum boxes.

A few weeks ago (before Christmas) we drove to the Spectrum Store located at 68 Stafford Street in Worcester. Altho the hours posted online and on the store door stated that they opened at 10, the lights were on at 10:20 but the doors were locked.

Yesterday (Jan. 3) I made an appointment at the same store for 11 am. (appointment confirmation # [protected]) I arrived at 10:45 and after checking in was listed at the top of the computer screen and told I was next. Well...
although there were at 4 people working, there was only one register open. After about 15 minutes, another person opened a registered and helped a walk in customer ahead of me. Then he helped someone else. This person needed help with a phone transfer and the whole store heard verizon tell the staffer that there was a minimum of a 27 minute wait. (there were at least 7 people waiting now, 3 of us with reservations!) I politely approached him and asked if he could help me during that 27 minute wait. I was told I had to wait - in spite of my reservation - that they were ignoring reservations at the time. WTF Why make a reservation, and have the computer board state that those with reservations are served first only to be told that they were ignoring reservations.
So the 27 minutes came and went, he is still not helping anyone and the customers are increasing in number. I finally left after 1 hour and 15 minutes. I got a text that my turn had finally come at 12:20 - over one hour after my reservation AND I could have and should have been helped at about 11 when the staff took a customer.
The attitude of the staff member was rude and uncooperative. (the man than originally greeted me was helpful tho he did telll me 'You are the next customer" which obviously was not true.
I believe the manager was Adna R (that was the name posted at the top of the computer 'welcome screen' hanging on the wall).
The staff that were working - three of them with one customer - seemed inefficient and untrained.. The significant time searching for forms, then misplacing items they needed. Three of them with one customer for over an hour! REALLY?
Needless to say we are now looking to switch to another company as are others that I chatted with while waiting.
I will see that online ratings reflect our frustrations with Spectrum/Charter.
You need to do better.

K. Sessa