Spectrum.com
reviews and complaints

T-W is my only internet service provider option in my area in coastal NC. I already had internet with them, and my modem went down, as confirmed by them. As they could not get a tech to replace the modem within 5 days, I agreed to go to the local T-W location (15 miles away) to pick up a new modem. In the meantime, I decided to call and check on their "Triple Play" package, as I thought the happiest day of my life would be when I got rid of DirecTV. We set up an installation for 2 days later, as I would be on business travel the following day. When they did not show up within the appointed time, I went online to see they had, arbitrarily changed the date for 3 days later...when I was out of town, and they did not contact me, as the individual of record for contact on the installation. My documented transcript documented the proper date and time, and of course, T-W advertises their "on time guarantee", which is nothing more than bad lip service, at best. After chatting with 3 "customer service" agents and receiving a phone call from 2 persons (one was transferred), what I heard was "we are sorry that we made a mistake, and there is nothing we can do". I requested they cancel the installation that had been scheduled for 3 days after I was leaving.

Folks, I can't make up this, so please bear with me...it gets much worse. Realizing I needed to get the new modem for my wife while I was gone, I traveled 30 miles to the closest T-W store to pick up a new modem. I get home and do a proper installation (I was a professional musician for many years, so I have a pretty good understanding of this type of installation). When it did not send an internet signal, I went onto the website to have the modem "updated". Nothing..so I did a "chat" with a tech, and he said the modem needed to be initialized and requested to have access to my computer...this I granted, with hesitation and only requested a guarantee no personal files could be accessed. After waiting 10 minutes (he said to give him 2), I sent a note that I was not a happy camper with T-W considering all I had been through today. Transferred me to sales who again tried to ensure the installation on Saturday...I said I only wanted to get my internet up. These "specialists" transferred me 4 times, and no one helped me get the modem initialized...after specifically requesting that was all I wanted. Still don't have internet...and I had to demand to speak to the highest authority possible to ensure the installation was cancelled...all this after telling, no less than 5 persons to cancel this...by they way this is not an option online. It took a final ditch request for a phone call...that was transferred to another person to finally secure a confirmation the installation for other services was cancelled...BUT that we needed to ensure the tech still comes by the next day to fix this internet problem. I wanted to get rid of DirecTV because of their lack of customer service, but compared to what I have experienced (14 pages of chat notes) with T-W, DTV looks like a beauty queen. After today, I do not believe T-W has any ethical value. Beware the classic bait and switch, and don't expect any help in the process.

Hello my name is Kimberly Scott and I set up service with Time Warner for WiFi in my home. When I first scheduled the appointment I was told that I had a deposit of $50.00, which I said ok so the service was entered to have a technician to come out Friday [protected], I was told that I could pay with all forms of payment except for cash and a Money Order, still no problem.
Friday [protected] arrives and the technician comes out to set up service, well I advised my daughter to pay with a check to the technician and was told by the technician he could not accept checks, OK so I went up to the payment center because it was Friday and the banks were very crowded so when I got the payment center a long line. I stood in the line because I wanted the service and the technician was almost finished when I left, got to the window to make payment was told that the system was down to take checks ( keep in mind I used check because it was already written out) so the representative came around to enter the check in the Kias but I told her I can do it so her customers wouldn't have to wait. The Kias didn't take my check so I ended up paying with debit card, not a problem using my card but the problem is that I had to throw the check in the trash so I threw money away because I have to pay for my checks. OK moving forward the Internet worked great so on Monday [protected] my daughter was experiencing Wi Fi issues it was later in the evening tech support was closed but while waiting on the department automated billing came on stating your services have been terminated due to non payment the amount due was 0.0 asked if we wanted to make payment didnt understand what was going on said we would call Time Warner on Tuesday [protected]. I called I spoke with a representative in an area where they send Collections to when it's over due for years, well the young lady stated that the reason my service have not been completed is because I have an outstanding bill from Rose Hill, I became upset because this matter was resolved in 2015 due to my husband had gotten services in his name at my address now, and this matter was brought up, The reason I know this was taken care of because we had Time Warner Services for a few months after I paid the balance from the Rose Hill address, I explained over and over to the representative and she repeated it would shoe current if you made the payment ma'am I asked her to review notes I also asked were there any notes she explained no and again she repeated if the amount was paid it would show current, not sure how long this went on, but I had to go to my second job. I have requested statements for June and July from my bank proving I have made payment.
In the meantime I would like for someone to be looking into the payments I have made. I apologize for not knowing the exact dates, but I just knew that this matter was resolved.
Again Thank You,
Kimberly

In late December 2015 and first week in January, a female solicitor canvased a senior community in Ripon, Ca, offering deals to change carriers, phone, TV and internet. At least one woman gave her information to switch a phone service. After re thinking, she called to cancel any change. On January 6 her phone was disconnected, her only lifeline and emergency contact option. It took hours with Verizon to establish the cause, her phone number had been rerouted to Charter and was not in working order. Verizon jumped through hoops to promise a re connection on the following day. First; there are clear NO Solicitation signs posted and second; its just unthinkable to target a senior community. Charter needs to re evaluate their marketing. And by the way...they are way too $$$$

I have Charter Spectrum residential. Every time my daughter in London, UK tries to call me on Skype the call is blocked by my Charter telephone. She can use her UK based cell phone to call my Charter line however. Has anyone had this experience.

On 11/13/15 I made a payment of $150 from a debit card that time warner cable claims they did not receive. My service was interrupted without warning. I spoke with a customer rep Mr Israh Briggs, who stated he needed verification that the deduction was made and sent to Time Warner. Mr Briggs and my son ( who is the card holder) had a three- way phone call with a bank rep to verify. We also e-mailed Mr. Briggs a bank statement on Thurs 11/19 and e-mailed a statement to they're financial division as requested by Sam on 11/20. As of 11/24 they are still claiming they have not received this payment. Prior to this incident they did not receive a payment I made from my checking account which they proceeded to attempt to take the money 3 times which caused me $210 in bank fees. I did not authorize them to go into my account 3 times. This caused numerous problems with many of my other bill payments and left my account in the negative. We have endured a horrible experience dealing with Time Warner Cable they have the worst customer service I have dealt with in my 56 years. Your attention to this matter is greatly appreciated.

I received an email 11/10/2015 at 3:00pm EST stating my on-line account password was changed. After chatting with the rep, his answer was "No a problem, disregard that email". Later on in our conversation he stated that another user may have tried to log in, in which I replied he shouldn't been able to change my password. Long story short. The TWC rep obviously did not care, I took screenshots of the conversation to protect myself in the event I have fraudulent charges and have to resolve them legally.

Charter must be the worst company. Their employees can't be bothered to do their jobs. When I signed up they told me I would get a list of products in their bundle including a battery for the phone. ( which they are still debating if they carry) After a 5 day install at 8 hours a day each day, where my house, my roof, and yard were all destroyed, their products still have "glitches"! One box will not record series, the phone goes in and out, and the 60 Mb internet will not go above 28 Mb on a good day. That's not including the double and triple charges on my account! When I call for support I am apologized to before I can say what the problem is so quickly just to shut me up. Then sent to another person to explain again, but nothing is put into my account so later they can say they have no record in their files. But "It's not their fault!" STOP with the blame game! We don't care! Don't say you're sorry! Just fix the problem! I changed to Charter Communications because they said they could save me money and that it could help me in this time when I need to lower my monthly expenses. But I have taking so much time off, and paid so much in extra charges that they say will be refunded do to clerical mistakes in time, that I am now spending almost double what I was before I switched. Added the hours waiting on techs, phones, etc.

My internet, phone and TV go in and out all week long. I work from home and I can't get 1 hr of phone or internet uninterrupted. Time Warner has sent out techs every week. They have replaced every piece of equipment and cable and every tech says it's not in the house, it's at the street or in their office. Works fine all weekend, Monday comes and same issue again. Tried customer support, went oversees, no escalation path, no resolution. Just got off the phone again, all they want to do it send someone out. How about paying me for lost work or perhaps the loss of my job, since I work from home and can not do my work. I asked for an escalation path and the guy in the Philipines or India or wherever he was has no escalation number, path, manager etc. I will go to land line and DSL rather than deal with Time Warner. I need one full day of internet and phone working, let alone TV.

I have about given up on this company. I have been trying to load my deleted emails file for over 20, yes 20 minutes now. This is not the first time this has happened. It also occurs with the incoming email. I'm only using 8% of what I can conceivably hold in my account space wise. Every time I've called it has been a fiasco. They want to run tons of diagnostics and inevitably suspect it's my router or computer. Well, my computer is less than one year old and is carrying all the necessary virus protection programs etc. Also, I have no problems loading any other sites! I'm about ready to move to FiOS. God knows it can't get any worse. 20 minutes to load my emails... really?

I have contacted Time Warner on several different occasions throughout the past several years, requesting it remove my name and address from its mailing list because I do not wish nor do I plan to subscribe to cable TV--especially Time Warner. On more than one phone call, the rep put me on hold--to not return. I have an antenna that serves my TV-watching needs quite well. I choose to forgo paid TV; the electricity is as much as I am willing to pay. I have better places to put my money. TWC has not, and it seems simply refuses, to remove my name and address from its mailing list. I continue to receive mail at least once a week, sometimes more. I should have the right to have my name and address removed from TWC's mailing list. Why should the cost be mine to recycle TWC's unsolicited, unwanted junk mail? I am being harassed to buy in to a service I don't need nor, more importantly, want. Please, help.

Charging 2.75 per box each month to get their service. Ive had their service since 1982 way to high now, but they figured away to charge all of us more each month. The box is coded and have to have one for each tv set at 2.75 month. Also they advise me my bill was 85 a month right now for only having one tv set so i could only get one box, if i wanted two more they would up my 85 a month bill also. Bunch money grubbers taking advantage of people using digital service as a excuse . Said the bandwith is smaller an can deliver more make more money. If so why screw your customers with even higher charges? Will be leaving them soon they don't care told them that didn't matter .Only want more of my money. Been with them since 1982 33 yrs every month . Doesn't mean a thing to them at all. Sorry company as far as im concerned digital adaptor box a well thought out money scam being used by time warner to soak its customers . Their changes shouldn't incur any cost to their customers specially when the change makes them more money than before, pretty bad .

I ordered charter bundle package. Wanted to pay for 6 months up front. No problem the representative on the phone said she quoted me the price setup the installation and took payment. This was in February. The team came out installed equipment and everything was great. Than May came and I received a bill for $56.00. I ignored it knowing I paid thru till July. Than in June I received a bill for $269.00, passed due balance of $56.00. I called and was hooked up to 3 different customer service reps. I was told that I paid 6 months service but not for the installation and initial setup. Which was deducted from the initial payment. So I needed to pay the $269.00 or be put into a "soft disconnect". (Which was actually a disconnect. Just bill won't go to collection for non payment.) I explained the charge for installation and setup with 6 months cost should have been given to me back in February when I started service. Apparently that made no sense to them. I explained my income comes quarterly and not in the conventional way with weekly or bi-weekly checks. This does dictates how i pay my bills. The representatives had no solutions other than pay the bill. I told them i was unable to do so at that time. Service people called in upwards of 3 times a day that. REPEATEDLY! I SAID WILL BE PAYING THE BILL AND RESUMING SERVICE WITH MY NEXT CHECK. Than I received an email stating I needed to return equipment or I would be charged for that as well. Another company started calling to collect payment for unreturned equipment. Finally a tech said he would make note in file stating equipment is not being returned because service is planned to be resumed. 2 days after that at 9:30 p.m. an individual showed up at my house to collect equipment. So I decided at that moment after 2 weeks of harassment charter communications was not interested in customer satisfaction or service. I switched to direct and have had no problems...t.v. phone and internet. They gave me all the upfront pricing (6 months with no charge for installation or equipment)..don't call every other day for me to "upgrade" my service and this is the really big one for me it was over $80.00 cheaper/mo. And because I paid for 6 mó service in advance I was given another 20% off. Charter in my opinion has forgotten who pays their salaries. Without customers you have no money. The product they sell is an extra not a need. They act like you owe them some big thanks for bullying you the customer. That's how I felt bullied.

I wasn’t happy about the services and support team of the company Charter & Co. I have signed up with them and they came one day to install the service. They told me that I would pay only for the installation, which cost me $35. But 3 days I got the bill for $89.99. I have no idea for what was this sum and it was strange. The company didn’t respond to my phone calls and I have no idea how to reach them.

Time Warner Cable is the only Company on my Credit Report. Their explaining I had a 200 dollar bill from 2014 for one month of service charges. The Company have a fake Jason Stork all kind of account people under my phone account disputed for me. Their Company don't know how to service even Complaints so I placed this concern and valid one on file.

In May Charter dropped a line from a box across our yard with no explanation. After a couple of weeks we called and asked for someone to remove it. A guy came out and looked at it and told us how stupid it was to have the cable there. He didn't know why it was there but he'd take care of it. A month later I called back and nobody at Charter knew anything about it but they'd come out and fix it. They didn't.

I called again one month later and the agent now had a record that it hadn't been completed and apologized that it had taken so long but promised it would be taken care of in 10 business days. It had been "escalated" this time so I could rest easy. 15 business days later I called back and Charter once again read the details and apologized profusely. Couldn't understand why this hadn't been taken care of. Escalated it again. Said it would be taken care of in 7 business days because I now had their top guy on it. Scott, from dispatch. For about 4 days Scott called me each day to tell me the status of inactivity and then his calls stopped. After another week, today, I called back and again, profuse apologies. Couldn't understand why this hadn't been taken care of. Escalated again. Dispatch opens at 9, they will give you a call. At 3 PM I called, each time navigating their messaging system, only to learn, I was supposed to receive a call at 5. At, it's 7:25 PM I'm on hold. This person is going to fix this "once and for all, because I can see that you've made numerous calls and nothing has happened."

Now, she is telling me that on August 24th there was a notation made on the ticket saying it was a permanent line and needed to be replaced. This is the 1st I've heard of this. They've been telling us the delay has been in getting it buried.

So at 7:37 she says a supervisor will call me back. Yipee!

Prices start out fairly reasonable but as the package perks drop the price goes way up, just like satellite TV does. The premium channels rarely have anything reasonably new. They rotate the same bunch of movies around that we were tired of long ago. Adam Sandler, Sandra Bullock, Keanu Reeves, Bruce Willis and Richard Dryfuss must be getting royalties direct from Charter by now. Over 200 channels and often can not find anything worth watching you haven't see a hundred times. Get more premium services? That let's you watch the same old movies on 4 different channels. The Spectrum email is terrible. Very slow. often when I select an email to read and it finally comes up it will disappear and go back to the list after I read a few lines. Tried calling for technical support 3 times. Each time after a short time I had to excuse myself and hang up because Larry, John or Mary had such a heavy Indian accent that I could only understand an occasional word. Seriously considering getting an old fashion roof antenna and living with the 3 channels and NETFLIX or Red-box.