You won't get any answers by calling customer service. I had a question about some charges on my bill that weren't there before Time Warner was bought out by Spectrum, so I called them. When I REPEATEDLY asked the agent what they were for she just kept saying "you're not being overcharged". What good was that?! So I asked for another agent and that one just said the same thing, before hanging up on me! The call center was obviously overseas where English is (how can I say this nicely) not a first language so just normal conversion was difficult - but it's also obvious that the agents are just parroting a script that they were taught to say so it's no use asking any questions.
I never had this problem when dealing with Time Warner. The call center was local and the agents were residents of the same city. They believed in retention of their customers and keeping them happy, and they PLEASANTLY went out of their way to do that. From what I've read online from well- respected news outlets, Spectrum doesn't care about retention. They figure that losing customers isn't a big deal because they are are a cable monopoly and they'll continue to make big money. If you haven't signed up with Spectrum yet, don't!! If you can get your internet elsewhere, sign up for a streaming service. The quality is dependent on your Wi-Fi, but still very good and much cheaper than cable with Spectrum; plus you actually know what you're getting as long as you understand how it works. Good luck!