• Spectrum

Spectrum

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Overview

Spectrum has a rating of 1.43 stars from 79 reviews, indicating that most customers are generally dissatisfied with their purchases. Reviewers complaining about Spectrum most frequently mention customer service problems. Spectrum ranks 36th among Cable Television sites.

  • Service
    34
  • Value
    31
  • Shipping
    15
  • Returns
    19
  • Quality
    30
Positive reviews (last 12 months): 10.5%
Positive
2
Neutral
0
Negative
17
2
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What reviewers want you to know

Positive highlights

No positive highlights yet

Critical highlights

  • Gouging and taking advantage of situation, no customer service, just unauthorized charges.
How would you rate Spectrum?
Top Positive Review

“Excellent Service, Excellent Company, Excellent Content”

April M.
8/20/23

This company is Dishes competition and they are so much better once again a few of the untrained employees have opened up spam at Dish so we can't close any accounts. Like our customers I too am going to Spectrum for employment

Top Critical Review

“Unauthorized charges”

Marcos J.
2/22/24

I made two complaints about undue charges and was not reimbursed even though the attendant recognized the error. I don't understand why I paid $299.68 in November, $44.98 in December and 44.98 in January, whereas cell phone internet service is only $29.00 and the condominium's internet and TV are already discounted internally. Furthermore, when I made the complaint in December, the customer service representative was extremely rude and impatient with me, threatening to cancel my account.

Reviews (79)

Rating

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Reviews that mention popular keywords

customer service (25)
Thumbnail of user bexym
3 reviews
34 helpful votes
March 7th, 2024

A month or so ago I started received daily (at least) adverts in the mail to switch to Spectrum Internet. I live in somewhat rural area and AT&T has long been the only option and their service is very slow and expensive so I thought I would give Spectrum a shot. Despite entering this relationship with low expectations, Spectrum nonetheless surprised me with a level of incompetence hitherto unimaginable. After five visits to the property and exactly zero progress I realized the company was telling me everything I needed I know it about how it functions and more importantly values their customer's time. No person that I ever talked to (in person, by chat or on phone) ever has any meaningful info. Instead, they admitted they didn't know anything or they read from scripts barely related to my issues. I often was transferred to other people and had to repeat the same story only to get the runaround one more time. While I am desperate for faster internet, I cancelled my attempt at trying to Spectrum internet before it even started. If you value your time, I suggest you skip Spectrum if at all possible.

Service
Thumbnail of user annamaries31
2 reviews
0 helpful votes
December 31st, 2023

In the five years since we moved to a home where Spectrum was the ONLY "hi-speed" internet speed service available, our experience is that, while individuals may attempt to be helpful when interacting face to face, the company persona is one of 'laziness.' When faced with internet speeds well below what we were paying for (more like telephone modem speed from the old days), the answer every single time was to replace the equipment provided by Spectrum. No one ever attempted to figure out whether there was an actual issue with the cabling coming into the house, or with the box on the street until several neighbors bonded together to lodge our frustration. A technician was sent out, the box on the street was replaced along with some cabling, and the results were speed and capacity that we were paying for... for all of about a week. When we called to log a ticket once again, we were advised "there is nothing more we can do, and we are seeing bandwidth capacity and speed in the pipeline coming to your house that is correct. The fault must be that your router isn't close enough to your computer equipment" (it is 7 inches away!). If you sense we are frustrated, you are absolutely correct, AND there is no other option on our street, although Frontier is coming to the neighborhood in the next 2 years.

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Value
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Thumbnail of user moterhedd
3 reviews
1 helpful vote
July 15th, 2023
Verified purchase

First of all, Spectrum does NOT lean right. In Ma., they only tell the democrat side of every process. They speak as if there is only one political party in the United States. I just got done looking at a news broadcast and all they had was the democratic view of supposed Ethic violations in the Supreme Court. Everybody knows that the Supreme Court has voted down some Extremist left policies lately and all of a sudden the democrats feel the need to investigate Supreme Court Justices? No mention of how the Justices are harassed at their own homes. No Republican comments on the supposed Ethics problem. Why? Because there isn't any ethics violations. They go on to report how a hostage situation in one of our cities is being handled by the Crime Alternative programs where hugs and sodas replace personal responsibility for breaking laws. The reporter was nodding his head like a bauble doll. Do you really expect people to get behind this? The only ones who approve of it are the people employed by it and the clearly biased press. Get some real reporters instead of 20 year old woke puppets. I am forced to go to FOX for accurate news, polls and what is going on in my own state. I realize that they could be biased sometimes but, at least they will report on the Democrat side of things where in contrast the Spectrum news doesn't even appear to realize there is another side at all. While the democrats are wrestling with major issues like why Plantation street needs a name change because some might find it offensive, the rest of the Country is worried about inflation, grocery bills doubling, the strain that EV's are putting on an already under-powered electric grid, the reduction in Strategic Oil Reserves, and all the rest of the policies that are making day to day living in the USA hard.3 times this week alone, I have received e-mail notices to restrict my electricity usage between the hours of 3:00 pm and 8:pm. Nobody reports on that problem in Spectrum local news. I find that effects my family a lot more than changing a street name that has existed for 100 years. Instead of going woke why doesn't Spectrum concern itself with waking up to the problems in this Country and my state.

Tip for consumers:
I have always advocated cable online services in my Computer Store but, they have gone progressively downhill. Both times I got boxes, in spite of the house already having Spectrum and I had it in my Apt. It should have been a simple account change but turned into 2 Tech visits. (My father bought the property, built the house, left it to my younger sister and I) my mother had my name removed and left everything to my sister who didn't want it, never occupied it and I had to buy it from her.

Products used:
I have 2 spectrum cable boxes. When I applied for the 2nd it did come in a reasonable amount of time but when I tried to use it, wouldn't activate. I called and after a long time on the phone,was informed it couldn't be activated. I got an appointment with a service tech. He came to the house and activated it from the doorway. I was then told it should not have required a visit by the Tech. The Service Techs are very good, customer service is terrible.

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Value
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Thumbnail of user jimb1615
3 reviews
8 helpful votes
October 25th, 2023

Spectrum no longer prorates the service fees for your final month of service. If your billing period begins on the 1st of the month and you cancel on the 2nd, they will bill you for the entire month of service.
Their explanation is that is simpler for the customer to understand. LOL.
This explanation, while laughable on its face, makes even less sense when they do prorate the equipment fees. Consistency is apparently not one of their strengths.
Its actually too bad because I was considering returning to their service but clearly not now.

Service
Value
Returns
Quality
Thumbnail of user reneel328
1 review
6 helpful votes
January 1st, 2022
Verified purchase

They bumped my end of subscription to the 1st of the month so they could cleverly rip another 200 out of us. LOL Lied and said I never called when the proof was right there in front of them. On top of that, raised the bills over 60$ in 6 months, driving us to switch. WORST SERVICE EVER. WORST, slowest internet ever and the most expensive.

Tip for consumers:
Dont

Products used:
Internet and cable

Thumbnail of user mingc7
13 reviews
26 helpful votes
January 17th, 2022

It's 2022 and this irresponsible company does not verify customers' email addresses. Nor do they provide unsubscribe functions with their emails, in violation of the CAN-SPAM Act of 2003.

If someone ever signs up to a Spectrum/Charter service using your email address, you will receive their spam forever.

All attempts to contact the company and have your email address removed will be ignored. You will continue to receive spam emails and occasionally the customer's personal information.

Service
Quality
Thumbnail of user edwardb1100
2 reviews
1 helpful vote
February 3rd, 2023

Their corporate model is overcharge the existing customers so we can bring in new customers at bargain rates. For example, I've been a customer for over 10 years and when I complained that I could get cheaper internet from another provider they agreed to reduce my internet bill to 49.99 for 1 year. Not 1 month later they raised the rate to 54.99. When i complained that they lied to me, they basicly said tough, we raise rates whenever we feel like it. No, we won't honor the lie we told you. Guess what Spectrum, I am now a that compeditors customer.

Tip for consumers:
As soon as someone else is available in your area, take it.

Products used:
Internet service

Service
Value
Thumbnail of user rogerz43
5 reviews
3 helpful votes
January 7th, 2023

I called customer service to asked about a charge. The representative did not like my questions and said something smart allect and hung up on me. I called again and the representative said to report fraud, so I did. But they are the FRAUDS.
Terrible!

Thumbnail of user brir19
2 reviews
2 helpful votes
April 24th, 2023

You get hit with bills almost doubled after a promo ends. The price goes up without any notice. You are offered these amazing deals with bells and whistles but then come to find out, they jus downgraded your service without telling you until you try to watch showtime or a family channel you once had. They have zero respect regarding the lies their agents tell to keep their services. Management had no problem telling you that YOU'RE THE PROBLEM, and continue to not assist with the actual problems. They have zero flexibility and no interest in helping users when they need it.

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Thumbnail of user jhhall1415
1 review
1 helpful vote
August 25th, 2023

The customer service department needs a lot more training tell you one thing and do something else we have outages every day and they don't care spectrum sucks

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Value
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Thumbnail of user urbanog1
1 review
0 helpful votes
April 7th, 2022

We're starting off training was rushed and very terrible thrown in with this thing called nesting two weeks of practice my systems that we have to use are very confusing and mine never worked even with training before nasty and after that they throw you in with everyone else and lack of help or support system very poor with a lot of politics within the company great pay terrible community.

Thumbnail of user ruthl704
15 reviews
3 helpful votes
August 13th, 2023
Verified purchase

Spectrum has had 2 outages this week. Always the same time 10p until the next morning or mid afternoon. When you call them, csr only wants to discuss your billing. When you ask about the outage, they say unable to say when back on. When you ask them for credit csr says they can't. I ask for a supervisor, only then do I get told that I'll see on next billing. I told her that if the csr would have offered the credit I wouldn't have needed to talk to her. That's when she stated "We don't offer credit" WOW
So then another outage 3 days later, called again, spoke with csr, told again, times not available for Cable restoration. And he sent me a text will get 4 hrs credit! Cable has been out longer than that. They never call back to give you credit...

Products used:
Spectrum Cable TV outage, so they say. But my Spectrum Cable on my mobile phone works....

Thumbnail of user johnm12851
1 review
1 helpful vote
September 3rd, 2023

Its absolutely amazing to me how spectrum increases my rate just months after i cut service... some incentive program just happens to expire... must have happen 7/8 times over the years i didnt know there that many incentives attached to my original contract

Thumbnail of user susank2418
4 reviews
0 helpful votes
March 11th, 2023

I received a credit card through the mail with a refund that came from Spectrum. I had to waste over 90 minutes of my time so far, to make 4 phone calls and write this review. I was attempting to reach a live person. I questioned their policy on how to avoid the $3.50 monthly charge on the card and I wanted to REGISTER MY OBJECTION TO THIS QUESTIONABLE PRACTICE. There may be a way to transfer these funds to your bank, but why would I ever give them my banking information to do so, placing me more at risk?

Of course, this is a program designed to make Spectrum money, otherwise they never would have initiated it and would have simply sent a check or put the refund toward my account, which I would have preferred. I have another credit card that I need to charge right now in order to receive my reward bonus, thus I do not want to use this Mastercard issued by Spectrum, North Lane, and Sunrise Banks for my purchases. However, the refund card from Spectrum has a specific amount of time in which it must be used, prior to charging you the $3.50 charge per month.

BAD IDEA. Spectrum likely paid a lot of money or made a deal with North Lane, Sunrise Banks, and Master Card (ALL PLAYERS IN THIS QUESTIONABLE DEAL) to set up this program, develop the program, pay for internet access to house my personal information, send the cards, pay for mailing, pay for customers to have to activate their card, and answer questions.

Therefore, you know they are counting on people losing cards, forgetting to use them, charging people $25 to obtain a replacement card with expedited service, or $6.95 with standard delivery, and charging monthly fees.

Additionally, 3 more companies, North Lane, Sunrise Banks, and Master Card TOOK my personal information, WITHOUT MY CONSENT. I KNOW that North Lane has my personal information online and it is most likely that the other 2 companies do as well. This places it at risk to be hacked by thieves. TERRIBLE IDEA. SHAME ON SPECTRUM. I will be complaining to *******@pinellas.gov.

Tip for consumers:
Complain about this practice that gives multiple companies access to your personal information placing you at increased risk for identity fraud. This was done by Spectrum without my consent.

Products used:
This was a refund credit card.

Service
Value
Quality
Thumbnail of user rl160
3 reviews
43 helpful votes
April 12th, 2023

We decided to switch from my name to my partners name, thus creating a new account, to receive a discount. Spectrum because they run on 'subscription' service, they do not prorate. So we only used the service for SIX days and were charge for 30. And they keep telling me I have to pay the full month. I pointed out that every time the service failed you only gave me a credit for one day, not the whole month. They did not care. So now I have been sent to collections, even after trying to get them to understand my point of view. They do not care. Plus there On Demand has become bits and pieces. The cable service was unreliable, always glitchy. They were out to our place so many times. If we had the option for a different provider for internet we would switch but considering they have a monopoly on the area (which is illegal) we cannot. So we have internet service with them only. And pay less than our cable bill by subscribing to multiple streaming services and have better options for movies/tv/on demand. If you can, get a different provider... Spectrum is a rip off!

Products used:
Cable box, router.

Service
Value
Shipping
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Thumbnail of user michelleh1743
2 reviews
7 helpful votes
April 6th, 2022

They screwed up a recent transfer so badly and got lots of extra fees (if you want internet you'll pay up) then don't prorate your bill so they demanded I pay for 30 days of service for 10 days then another 30 days of service for 2 weeks. When I paid for the old residence over the phone they accidentally shut off my new address and I spent hours and hours on the phone getting it fixed. They shower me with emails, physical mail, phone calls, forever trying to get other business out of me. Infuriating. Why do we put up with this stuff.

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Thumbnail of user craigm967
3 reviews
2 helpful votes
January 12th, 2023

Just an FYI, don't connect anything via Ethernet cable to their equipment. They do not follow NEC code during install, which can lead to a power surge coming through their line and ruining your expensive electronics. Also, if you're not getting the advertised speed, keep calling for them to send someone out. It took me many tries, but I finally got a decent tech and the correct speed. He advised me that there was too much noise on my line and that's why my speeds were diminished. The funniest part is if they did half their job correctly, I would have had the correct speed via Wi-Fi and never had to plug in a cable. Now I wonder how many times I would have replaced their equipment because they only do a visual inspection of the ground. So long as it's hooked to something, they claim that's fine. That's amazing to me in the year 2022 with all the tests we can run with a simple multimeter.

If you call the retention department, they'll usually knock some money off your bill to keep you as a customer. Those people are super nice too because they give out free money all day lol.

I've been fighting with them so long now it's laughable and I could probably pass the electrician's exam at this point. The only damage after the storm that started this mess was their equipment and anything connected to it starting with a splitter in their line (where the power surge obviously came in). I doubt they'll ever make it right, but they did lie to the FCC so I'm hopeful something will happen now.

Thumbnail of user fredj212
1 review
0 helpful votes
July 28th, 2022

Worst customer service the store on mccarran in reno came in around noon on sunday took a number to pick up cable box I was number 5 in line and after 2 and half hours I only moved on space in line Both customer agents did not know what were going at all! Just sat there and BS with customer 1 and two for 2 hours everyone in the store was extremely mad at very stupid agents spectrum need to fire those 2 employees and get someone that knows what they are doing and respect peoples time!

Tip for consumers:
do go to spectrum store on s mccarren the 2 employee there are IDIOTS!!!!

Products used:
cable box

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Value
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Thumbnail of user justint501
2 reviews
0 helpful votes
July 25th, 2022

Decent internet, rare outages. However my $49/month became $59, then $69, eventually I gave up and went with Fidium whose $35- beat Spectrum (after a month's use). Ping with Fidium is better and 50 up/down is just fine. The problem: Close account? Like the Hotel California, you can "check out anytime you like, but you can never leave." Yup, my "closed" account is still quite open. Worse, now I'm getting USPS mail: "Return your equipment." Uh, I'm not so stupid to "rent" equipment from you, I have my own router, thank you. Ok, I'll call and tell Spectrum that: Hmm... 60+ minute wait. Find another inet provider, if Fidium is available I'm very happy with them.

Tip for consumers:
If you have Fidium go with them. Spectrum slowly, and incessantly increased their fees and now is trying to charge me for equipment that I never use. I have my own router, thank you, who's stupid enough to rent a router per month?

Products used:
Internet

Service
Value
Quality
Thumbnail of user joeg673
3 reviews
9 helpful votes
January 17th, 2022
Verified purchase

It took nearly a year to get internet service and for the 2 years I did have it, I never had more than 18.3 mps Internet speed-whereby leaving Netflix and other media almost impossible to watch. The promise of 200 mps is pure BS! Try canceling your contract. You'll get hours of harassment and more false promises. If you have cell phone service with them also, they'll ake sure you cannot porty your number over to a new provider! Spectrum should be fined by the FTC and FCC for reducing the speed and data you pay for Internet service at $79.99 per month, and should also be fined additionally for harassment and malice toward customers when you cancel your service. A disgusting, disgraceful company! Minus 2 stars in my book for the crooks they are!

Tip for consumers:
If you intend to cancel you should do so at least 1 day prior to your next billing date or you will be charged the full amount due even if it is 1 second after midnight! You will also be hounded to the ends of the earth and have your credit score reduced every month until you pay! It is the worst company "anywhere in the world" that I have ever had to deal with!

Products used:
Internet and Cell phone services.

Service
Value
Quality
Thumbnail of user ginay85
48 reviews
59 helpful votes
August 22nd, 2023

I signed up to get a great deal with a phone line and internet service with Spectrum. There was a hidden one time fee of $59.99. I called Spectrum and they said they would only charge 24.99 one time fee. Before the phone phone call ended it was a hidden fee of $80+. I said no thanks and hung up. She didnt know i was suppose to have a phone line switched to Spectrum. I asked the first i spoke with from Spectrum not to include streaming tv free and i would have to pay the following month if i didnt cancel She put the streaming tv on my account anyway. This has not been a good experience at all. The one-time hidden fee changed three different times in one phone call.

Products used:
Not sure yet

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Value
Quality
Thumbnail of user nancym2654
2 reviews
0 helpful votes
November 1st, 2022

This company seems to hold all of the cards in a deck that is stacked against the customer!

Poor quality and extremely poor customer service!

Do not subscribe to any of this company's services... it will only bring you misery!

Service
Value
Returns
Quality
Thumbnail of user reggieg23
2 reviews
0 helpful votes
January 14th, 2023

All I wanted was to remove the primary email and the chat service rep could not handle that. All they wanted do was argue with me.

Tip for consumers:
If you can avoid using spectru do it.

Products used:
sevice request

Service
Thumbnail of user mariajcav2
1 review
1 helpful vote
March 30th, 2023

Due to spectrum rising prices, I decided to switch to a different provider. I very intentionally contacted Spectum to check their cancellation policy. They ASSURED me that I would get a prorated refund for unused dates if I were to cancel at any time. So, I cancelled and switched to the new provider. Spectrum then refused to give me the prorated refund they assured me I would receive! Unbelievable. Had I known they would not refund, I would have waited until the end of the period I already paid for before cancelling. The reason I cancelled prior to the end was because I was assured of a prorated refund. They kept my money! I will NEVER again use spectrum and I have made many people aware of their unethical practices. Beware. On a side note, my new provider is excellent... MUCH cheaper... amazing service... no more rate increases! So happy I dumped Spectrum.

Thumbnail of user danielt1587
2 reviews
0 helpful votes
May 30th, 2023

My Grandma got a phone from the Spectrum store after she had just moved. Spectrum told her the phone was brand new and that it did work. She believed what they had said and she got the phone. She was happy with it for a while until a year later.1 year later, the phone started going crazy. It was dialing random phone numbers, the screen kept going blue, and several more crazy things started happening. 2 years went by and the phone completely broke. The phone kept shutting off and wouldn't load Android. She brought the phone to Spectrum to see if they could fix it and they said that they would try. Thankfully, whoever fixed the phone was able to save her pictures and data. She bought a new phone and they loaded her service, pictures, and data onto the new phone. Make sure to be cautious when you buy a phone from the Spectrum store.

Service
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