That's the Chat Log. The value my business but make me wait hours to terminate services? I absolutely hate the fact that in the area where I live they seem to have a monopoly as they are the only cable company that services this area. Time Warner was an ethical company in comparison to this overpriced customerserviceless unethical corporation!
They are negotiating pricing with the Disney Corp. That means ESPN network and ABC is not available and they only compensate $15 for the entire month and my bill is $290. I can't watch College football games but they apologize and appreciate me a valued customer?
This is one of the most unethical comapines there is and filing a compalint with BBB is an absolute waste of time! IF AT ALL POSSIBLE, NEVE DO BUSINESS WITH SPECTRUM.NET
What else can we help with?
The wait time to terminate services on the phone is over 1 hour
Hi, you're connected with renard
Hello, my name is Renard with Spectrum. I see you need assistance with talking to an agent. I am here to help. May I please have the name of the person I'm chatting with?
Enrique A
Thank you for chatting in with us today. What can I assist you with today?
I want to either terminate my cable service or get the most basic package
Awesome! Thank you for confirming this for me. One moment please.
Ive been on hold for 45 minutes trying to cancel services
I completely understand. One moment please.
The wait time to terminate services on the phone is over 1 hour
Please call in to our Retention Team at *******328. You can also find that information at www.Spectrum.net/contactus. They currently do not have a chat team. Due to the higher than normal call activity, there maybe a longer than normal wait.
Retention is the only team, that can assist you with your request.
Is there anything else I can assist you with or have I addressed the reason for your chat?
These are unethical business practices
I completely understand where you are coming from and I am sorry to hear that, we really do value your business.
Is there another matter, I can help you with today?
I will copy this chat and complain to the BBB
The wait time to terminate services on the phone is over 1 hour
Spectrum Drivers have gone rogue. I noticed being followed by Spectrum Vans & Utility Trucks at my bus stops. Then one of them spent the night in my apt complex and followed my buses all over BAKERSFIELD. A Spectrum Repo Guy told me if I rented their modem, and failed to pay 1 month, THAT THEY HAD THE RIGHT TO FOLLOW US TO SEE WHERE OUR MONEY WENT! Guys-I'm not even a customer. I live with someone who was a customer. They GOUGED her on the initial installation, installed an extra Satellite Dish she did not need because she Streams from the Net, & now it's clear the field techs have converted these dishes to FREE WIFI ACCESS POINTS FOR AS MANY AS 20+UNKNOWN DEVICES. THE DISHES SHOW UP AS NAMELESS ACCESS POINTS ON ANALYZER APPS. WE FOUND OUT WIFI DISHES CAN BE USED AND CONVERTED TO WIRELESS ELECTRICITY IF A DISTRIBUTOR IS COVERTLY INSTALLED UNDER ROOF SHINGLES BY ROGUE ROOFERS INVOLVED IN DRUG PRODUCING.
SPECTRUM DRIVERS INSTALLED AN ISMI CATCHER ON THE FRONT DISH THAT OVERLAPS OUR WIFI. THEY HAVE THE USER ID OF MY PHONE AND CAN MANIPULATE MY PHONE BY MAKING PERSISTENT SPAM CALLS EVERY OTHER DAY. THEY DID THIS TO BOTH ME AND MY ROOMMATE. YOU WILL KNOW YOUR WIFI IS BEING CLONED FOR POWER THEFT IF YOU HEAR ANNOYING LOW ULTRASONIC SUBS WHILE YOUR CHARGING SLOWS DOWN CONSIDERABLY. THEY CALL ME WHEN I GO TO THE BANK, GO SHOPPING, GO TO THE DVM, THE DOCTORS OFFICE, AND THE PHARMACY TO PICK UP MY RX.
I filed an Arbitration Case, and Spectrum Drivers very astutely Grabbed my authorization for Arbitration Document and replaced it with the Logo of the Arbitration Association.
They carry RECTIFYING ANTENNAS WHICH ENABLE THEM TO HACK INTO PHONES, REGISTER READERS, AND SURVEILLANCE CAMERAS. THEY ALL JOINED THE UNION CARTEL AND HAVE GONE ANTI-GOVERNMENT. YOU WOULD THINK THE COMPANY WOULD DO SOMETHING, BUT THEY WON'T. AND LAW ENFORCEMENT HAS NO SKILLS IN RECOGNIZING CYBER STALKING OR PHONE HACKING WITH DOCUMENT GRABBING.
OUR BILL KEPT GETTING HIGHER AND HIGHER ALONG WITH THE ELECTRIC BILL, THAT WE HAD TO DUMP THEM. VERY DISHONEST CABLE GUYS COLLUDE WITH THE ARYAN DRUG SYNDICATE AND UNION CARTEL TO SUPPLEMENT THEIR INCOME. SO SAD...
I get it. Prices go up. We should all be aware and take advantage of "specials" and "bundling." But at a certain point it's just.not.worth.it any longer! We're mostly part-timers, so opted for basic TV service, bundled with the fastest wifi/internet service. We pretty much ignore our terrible picture quality, along with never-ending - and more frequent - buffering as our TV tries to attain signal because we don't watch that much TV. Making frequent calls to Spectrum to see what their "discount of the month" might happen to be just wasn't worth it due to long phone wait times and obvious attempts to "up-sell" us on more channels, additional bundled services.
A year ago we were fed up enough that we called to see what could be done, and were told we needed to return our cable box to the company. The CSR said if a cable box isn't used at least once a month that it turns into a "brick" and can't be revived remotely. We stood in line an HOUR to turn in the box at our local storefront in Bradenton - and *that* was pre-COVID! We decided our continued reception deprecation was the price we had to pay - UNTIL WE GOT A ROKU! (But this isn't about Roku - it's *all* about Spectrum!)
Thanks to support from both our son and from advice read both online and from the "Cut the Cord" Nextdoor group, I called today to terminate all TV portions of our Spectrum service. (We've honestly not had problems with the wifi/internet as we're often not here so have not been impacted by outages we've heard about.)
I was on hold for a short 10 minutes to get to the first Spectrum CSR - who sent me along to the CSR who would do the actual termination of my TV services. After 30 minutes, an initially pleasant woman came on the phone - until she understood I wasn't going to be up-sold or scolded into not having called regularly to take advantage of new plans or additional bundling that they would have offered me.
The kicker, though was that if you don't call them just before your monthly billing timeframe ends - they DO NOT PRO-RATE! I am going to have to pay for the ENTIRE billing month before my new rate takes effect, even though we're into the billing period by some 5 days! I said in that case to just keep me on the TV service until the end of the timeframe - NO CAN DO! I'd have to call back and spend ANOTHER HOUR on the phone repeating all I'd just said and done to terminate the TV portion!
(Incidentally - I had just completed a survey from our VA Comcast/Xfinity company - to whom I gave a GLOWING review as
1) they don't raise their prices 3 times in a year - as Spectrum has done;
2) whose reception is stellar, and
3) whose customer service is spot on and who don't try to up-sell me on what they have to offer on the rare occasion I do have to call them for a remote re-set!)
I guess when you're the BEST, you don't need to advertise or be misleading! If not - you make your payroll by fleecing your customers.
Cable companies are terrible anyway, but this one is the worst I've experienced in my life. I moved and really liked the place, except they have a contract with Charter/Spectrum; no choices. I asked lots of questions from the complex management and of course they couldn't tell the truth, because they didn't know the truth or didn't want me making my decision based on this cable company.
As much as I fussed & fought with Xfinity for 7+ years, I'd read reviews about this company a year or two ago and was horrified. I wanted to replace Xfinity because of the consistent rise in cost, poor service, and a school got built across the street that caused our services to go out constantly. Those employees didn't want to work on the weekend, so if we lost it on Friday, it wouldn't be back up until Monday morning.
Back to Charter/Spectrum, OMG! I went to pick up my equipment and thought I was in the wrong place. It looked like a check-cashing office without the bulletproof glass (or did it have that glass?). When I asked questions of the employees, they had no clue about anything. I guess their only purpose was to hand out equipment, which is probably the only thing they were good at. Don't have to pay people much for that.
When it came time to hook up my equipment, it wasn't plug-n-play; none of it. I had to call in for the internet, and the equipment is large with extremely huge AC plugs at the end of the chords. No 2-for-1 routers, but 2 separate boxes (1 modem/1 router); taking up too much space and I use UPS boxes for all my equipment. The AC plugs are so large, they wanted to cover up 2 plugs in my UPS box, so one is in the wall. I have a limited number of plugs in my expensive UPS box, and OH NO they're not covering up ones I need for MY equipment. I don't care they recommend using surge protectors. Unless they provide them, I'm not buying one just for these cheaply-made boxes.
When I moved in, I hooked up the TV in my bedroom and took a couple of days before I did in the living room; Basic service. The Smart TV in my living room kept wanting me to subscribe to all the channels. I made at least 3 calls to customer service who said there was a service-outage in the area. I told them if that was the case, the TV in my bedroom wouldn't be working, so nonsense. Customer service was rude, and tossing around lingo that they didn't know I already understood, i. E., nodes. I told them nodes are not particular to outlets inside my apartment, but to entire areas, so stop blowing smoke up my you-know-what. On the last call, someone finally said that their system thought I only had 1 box, not 2. I asked how that could happen since I picked up 2 boxes at their check-cashing-looking office? He couldn't explain, but switched it online.
I noticed immediately that my soundbar would not sync up with the cable box. It synced up with my smart hub and my blue-ray player, so it was their box causing all the trouble. Another call to tech support, and I was treated rudely again. I was told their only function was to get me the equipment, but they were not equipped to deal with entertainment systems; nonsense again. I was so infuriated, I asked for their corporate phone number or email. That guy said they didn't have one, which I called bull-crap on that. When my services were finally up, I found every corporate executives' email addresses and sent a long letter to them. I would put all that in here, but it would take up too much space.
I got calls from several people to get senior technicians to come to my home and resolve the issue, and that's what happened. They did have people who could deal with it, so why did that tech say they couldn't? Lazy or inexperienced, and this kind of thing is going on with all cable companies and other kinds of businesses. Capitalism is turning into one big monster, where too many front-line people aren't even in the U.S. and if they are, they are untrained to do their jobs properly.
Even though I like this place, I will not stay here and get stuck with Charter-Spectrum, who has a bulk deal with this complex. We have no choice and pay for it out of our rent; their Basic service of TV & Internet; not even phone. For that, we have to deal with the company directly and pay them in a separate bill. I got a DVR, and even that thing is legacy-looking; nothing you can read on the box and recording programs on-the-spot ends up chopping them off before the program ends. You have to get in there after pushing record and extend the program. At least Xfinity technology was smart enough to automatically extend programming for movies & sports.
Three days ago, the box in my bedroom suddenly stopped working, and again, the people answering the phone couldn't handle it or fix it. Another technician sent to my home. The night they were supposed to come, I get a call that the tech in my area was too backed up, and I had to reschedule for the next day. UGH! He finally shows up an hour late, and when all was said and done, he called whatever number he has for senior tech support who tweaked something and made the box come on. Now, why couldn't they have passed me to that one, instead of wasting my valuable time to have someone come out here? Double, triple, quadruple UGH!
Can't talk into this remote, the ones they had to give me to solve the soundbar problem don't light up, and my DVR doesn't bounce a signal to the box in my bedroom, so I don't have to pay for another DVR in there. Archaic, I tell you. They're charging too much for this thing, too, so I won't be upgrading my services anymore. Light years behind Xfinity. To say I'm unhappy with this service is an understatement. All the networks in this area are fighting with the FCC, and Time Warner being purchased by Charter-Spectrum is a big mistake for customers. I've been with at least 5-6 different cable companies since cable began, so I speak from experience when I say this one is the worst of them all.
Here is a cut and paste of my chat tonight. I have deleted personal info. I have TWO accounts with them unfortunately. They are totally useless. Still can't get Internet to work at the second house. After I asked to speak with a supervisor, "Jasmine" disconnected me.
Welcome! An agent should reply within 2 minutes
Jul 17,6:33 PM
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Chat
You are now connected to Ask Spectrum
Jul 17,6:33 PM
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Hi, how can I help you today? I can answer questions about your Spectrum products and services, or transfer you to an agent for more assistance.
Jul 17,6:33 PM
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I can help you quickly with most issues without waiting for an agent.
Ask a brief question like the examples below:
How to get a New Remote Control
How to make a payment
Problems Logging In
Jul 17,6:34 PM
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Customer service
Jul 17,6:34 PM
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To connect with a representative select "Live Chat". If you need additional assistance call us at *******357.
Launch Live Chat
Jul 17,6:34 PM
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Launch Live Chat
You are being transferred to another agent. An agent should reply within 2 minutes.
You are now connected to Joshua M.
Jul 17,6:34 PM
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Hello! My name is Joshua and welcome to Spectrum's billing chat!
Jul 17,6:34 PM
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Will be more than happy to assist with your question or concern to find a resolution today and thank you so much for the previous information you had entered!
Jul 17,6:34 PM
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How are you this evening xxx, did we have a good day there?
Jul 17,6:35 PM
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I have two accounts. For some reason, my first account does not contain any information any longer
Jul 17,6:35 PM
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Apologies for the inconvenience then, but happy to help review what might be going on there
Jul 17,6:36 PM
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What is the other address?
Jul 17,6:36 PM
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Xxxx
Jul 17,6:36 PM
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Thank you and which one is showing nothing when you try to login
Jul 17,6:36 PM
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Xxxxx
Jul 17,6:37 PM
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Thank you ma'am
Jul 17,6:37 PM
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Please bear with me just a moment to poke around here
Jul 17,6:38 PM
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OK. And that's not even why I am contacting you.
Jul 17,6:39 PM
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When I login onto the My Account it fully populates with the information so must be an issue with the page communicating with your computer, but can get you with a tech specialist afterwards to help troubleshoot if you would like to move on to your reason for contacting us today
Jul 17,6:40 PM
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OK, so we are moving (the new account), but have still kept the old account until we move. When we move, can we take some of our boxes and reactivate them under the new account?
Jul 17,6:41 PM
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If you were to move services directly to the new location yes, but equipment could not be transferred from one account to anothere
Jul 17,6:41 PM
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*another
Jul 17,6:42 PM
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So how do I return the old equipment?
Jul 17,6:42 PM
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You could do so at a Spectrum retail location or a UPS Store if you have a location near you
Jul 17,6:42 PM
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Oh, well that's not very convenient.
Jul 17,6:43 PM
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I am sorry to hear that xxx, but you could return the equipment at your own convenience
Jul 17,6:43 PM
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Any charges you may get for the equipment not being returned would be fully forgiven once you could get them in
Jul 17,6:44 PM
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OK, thanks. Got what I needed. Yet, my old account is still not working. Can't troubleshoot or access my DVR options, etc.
Jul 17,6:44 PM
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Unable to retrieve account information. Error Code: NO_ACCOUNTReference ID: 679LP-EYHU6-9492K-S2LBS-3CBP4
Jul 17,6:45 PM
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Apologies for the issue, but I can now get you now over to a tech specialist to help troubleshoot the My Account and service issue
Jul 17,6:45 PM
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If you have no billing questions for me, would the transfer be okay?
Jul 17,6:46 PM
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OK
Jul 17,6:46 PM
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Thank you and please hold for just a moment and I will get you over to a specialist
Jul 17,6:46 PM
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There may be a wait time due to high chat volumes so please bear with us as I transfer you through, but thank you for being the best part of Spectrum and have a great rest of your day!
You are being transferred to another agent. An agent should reply within 2 minutes.
You are now connected to Jasmine E
Jul 17,6:46 PM
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Hello, my name is Jasmine E. How may I be of assistance today?
Jul 17,6:47 PM
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No information is showing up on my account when I log in.
Jul 17,6:47 PM
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Unable to retrieve account information. Error Code: NO_ACCOUNTReference ID: 679LP-EYHU6-9492K-S2LBS-3CBP4
Jul 17,6:48 PM
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Actually both of my accounts are showing this.
Jul 17,6:49 PM
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Oh no that isn't good, I understand. Can you please provide the full service address?
Jul 17,6:49 PM
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First account is xxx
Jul 17,6:51 PM
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Hello?
Jul 17,6:52 PM
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Yes i am here
Jul 17,6:52 PM
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Waiting on the other account address.
Jul 17,6:52 PM
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You didn't ask
Jul 17,6:52 PM
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Xxxx
Jul 17,6:52 PM
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Can we move this along? I have spent way too much time on this.
Jul 17,6:53 PM
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Unable to retrieve account information. Error Code: NO_ACCOUNT Reference ID: MZHQF-STYYS-6PU69-8D6CR-D7WAL
We're sorry it's taking longer than expected to reply. Your agent will respond shortly.
Jul 17,6:56 PM
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Hello?
Jul 17,6:58 PM
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Helllooooo?
Jul 17,7:00 PM
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Are you going to help me?
Jul 17,7:01 PM
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Thank you
Jul 17,7:01 PM
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I am here
Jul 17,7:01 PM
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Just a moment
Jul 17,7:02 PM
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When are you going to service my accounts? You are helping other people and I need help now. I have been on this chat over 30 minutes.
Ul 17,7:05 PM
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The online account errors that you are seeing seem to meant the online account is unavailable at this time. This could be cause due to updates. I recommend waiting a few hours clearing cache and cookies and then try logging in
Jul 17,7:06 PM
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That's it? I waited this long for a stock answer?
Jul 17,7:07 PM
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Have anyone who can speak proper English?
Jul 17,7:07 PM
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I want to speak with a supervisor.
Jul 17,7:02 PM
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When are you going to service my accounts? You are helping other people and I need help now. I have been on this chat over 30 minutes.