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2.4 611 Reviews

Spectrum.com Complaints Summary

216 Resolved
394 Unresolved
Our verdict: Engaging with Spectrum.com, which has a below-average resolution rate, demands caution. Thoroughly assess their service reviews and explore how they handle unresolved complaints. If you encounter issues, document your experiences meticulously and be persistent in seeking resolutions.
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Spectrum.com reviews & complaints 611

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Newest Spectrum.com reviews & complaints

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A
10:25 am EDT

Spectrum.com raising prices 14%

Charter Communications is the only game in town in Saginaw Township, Michigan. The local government set Charter up to rip off the citizens with no competition. Can you believe it? Who in this day and age doesn't do the right thing and set up a competitive services provider situation. Well, I can tell you who - the Tim Braun and the government of Saginaw Township in Michigan. The township is probably getting huge kickbacks for eliminating the competition and perhaps even some things that are not being made public... While DirectTV is available, they are the same kind of predator as Charter. Set one price and then hike it up...They're all ripoff artists in the end...Stay away from Charter, they are the worst...just enter "Charter Communication complaints" into your browser and you'll see so many hits it will take your breath away...They are not only predatory but their so-called customer service is trained to lie and to frustrate customers (hang-up in the middle of the call, can't find your account, you're not on the account, etc. etc.) who are wanting to get rid of services. Deals are not deals for very long, the hike up the pricing even before your agreed to deal duration expires...Don't take my word for it, just read what's on the Internet...

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1:43 pm EDT
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Spectrum.com tv cable reception

For the last three months, channel 3, which is WRAL TV local, has been intermittent. Fuzzed out, herringboned (off frequency).
This is on analog cable, and it is on this channel only. They admit they have a problem, but they won't fix it.
To watch programs on this CBS affiliate, I must disconnect cable and watch via an antannae. I think they have a problem in the frequency lockup for this station, or their digital to analog converter is bad. Whatever, they are ignoring this problem!

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yabba
, US
Mar 07, 2010 3:03 pm EST

I've been having problems with my digital cable reception since the system was installed 6/2009. Pictures dissolves in to blocks of digital noise. Tech has been out to test and says everything fine -- in fact, the on-site tech told me that it's their network distribution.

The problem reoccurs frequently -- and usually on highly watched channels (CNN, NBC, etc). I called the local help number and the operator says, "That's the first call we've gotten any complaints." I say ###.

Is anyone else in the Los Angeles area (and especially the Inland Empire) having reception problems with Time Warner Digital cable?

I'm really tired of Time Warner Cable: high fees, crappy reception and poor customer service.

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mary & philip cordova
,
Dec 03, 2008 11:15 am EST

we have been having problems with our cable hook up for computer, tv, high speed dial up since the mid-summer.
the problem comes and goes and we never get a return call from anyone with your company,
please help us...
thank you

mc

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padriag
,
Nov 12, 2008 12:44 am EST

Hey Diane - blow it out your ###. And what the hell is an African American accent?

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de
,
Oct 27, 2008 10:58 pm EDT

I have called Time Warner twice now to complain that their election info channel, 1404, only has the Democratic convention, and nothing on the Republican convention. Both times the customer service reps argued with me that that was not the case, while I was looking right at the menu on the channel. They also both said they had not had any other calls about that (including my first call?). The second time the rep (with an African American accent) was very rude. The listings have not been changed.
This obvious bias plus the fact that Time Warner is financially supporting the campaign for gay marriage and adoption in California has me looking for another internet provider.

Diane

ComplaintsBoard
F
7:11 pm EDT

Spectrum.com charged for digital box that I turned in at the site

I moved from the above address and five days after I moved, I gathered my DVR and Digital box (total of two items) and went to Time Warner and noticed a long line in the lobby. So I dropped them in the "convenient" drop box right outside the doors that they have provided, and wrapped each one in bubble packaging that was provided at the drop box.
I called to make sure my balance is what was expected (one month), and the lady said I didn't turn in the router box, AND the digital box. Well I told her that I forgot the little router box, but I was 100% sure I dropped the digial box, since I only have one bedroom and I returned both boxes (living room and bedroom). She said that she would adjust the records. I went to drop the router the same way, but there was no crowd and the customer service lady told me to come inside instead if I wanted a "reciept", I didn't really care about a reciept, but I went in anyway. I got a receipt for turning in that item, but she still showed no digital box was turned in, I tried my best to convince her that I turned it in. She basically told me that I shouldn't have used the drop box and should have come inside instead so that there would be a record. I didn't think there was a risk in dropping it a box that they provided for that purpose. They are still waiting for me to pay and are hounding me by phone to pay for something I have already turned in. How can an individual go up against a big corporation who doesn't belief they have the capacity to make scanning, or data input mistakes? Or even to have a check for dishonest employees?
REALLY feel powerless and used. Totally Taken.

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Francisco Fonseca
,
Oct 25, 2008 6:32 pm EDT

My name is Francisco I have a similar situation I turned in box, later
received a bill for the box my secretary called tim warner, she was told we owed nothing to disregard the bill (was not good enough) so I
had her call back to ask for receipt, different person told her you do not owe, you do not need receipt (not good enough)
I personally called spoke to someone different she gave Me her operator # and said if you get any more bills please refer to me, I
wrote time, date and each person We spoke to, no more bills, problem over right (wrong) with this credit problem all the banks are reviewing credit lines my began to get lowered I asked why I have perfect credit (wrong) I was told there is a collection against you
2 years ago time warner turned you in for 346.00 I immediately started to make phone calls (no one cares) I send register letters
to time warner CEO and several other officers up and down (no one cares) I made them aware that they made a mistake (one I do not owe 2 no warning about collection, I have perfect credit and would not ignore that) I made them aware they could possibly put me out of business, no respond (no one cares) again I send lot more letters (register and not register) again no one cares
again I just send lot more letters (register and not register

ComplaintsBoard
P
7:56 pm EDT

Spectrum.com selling off phone numbers

I decided to get the time warner 3 service deal, that being, internet, cable TV and digital phone...they came, hooked me all up...within 24 hours I was getting solicitation phone calls for some magazine deal, some clearing house crap and some other thing I had supposedly won, , , , I asked the girl how she got my name and phone number, she said from a telephone number broker...Time warner sells off your phone numbers to these telemarketers...I was pissed...so...thanks to time warner, I am going to cancel all my services with Time warner...I should have never left dish network

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twc sells info of its customers
Ellenville, US
Jul 02, 2014 9:47 pm EDT

Time Warner does indeed sell your information. They have a "mailing list" which they disclose or sell as they see fit which includes such information as your name, address and, except in California, the particular non-phone services to which you subscribe (e.g., HBO or other premium channels, or tiers of service). In addition, they may add to this mailing list information commercially-available information about you that is obtained from third parties, such as your age, income, and other demographic or marketing information.
You must send a letter to a local office or an email to their privacy officer to asked to be removed from this "mailing list"... aka the info TWC sells about you to anyone who pays!

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FirstLady91040
, US
Jun 20, 2014 2:24 pm EDT

What they do is they track your calls as well! I had to call IRS about a week ago to schedule my payments. Today, I received a call from "IRS" telling me they were filling a law suit against me! What? WTH? So, when I questioned about mail corresponds rather than phone; the guy on the line threaten to send the sheriff to pick me up- I responded go ahead plz! In 2 minutes another call came me from "local sheriff Dep" asking me if I was home so, they could come and pick me up...long story short...I just added my # in Do Not Call list; and filed a complained about this scam on the IRS page. But...come to realize I got this call because I called IRS 3-4 times within the last month! I called a travel agency to ask some information and sure enough I received a call from a Time Share company asking me that I won a trip to Cabo!

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Streetwise Creative
Greenhurst, US
May 13, 2013 6:52 pm EDT

The very same day that I had my unpublished (private) Verizon Wireless number ported over to TWBC, I started getting telemarketer calls about my business accepting credit cards. I get several calls a day which is very annoying, given that the number is our home number and not business related.

This seems to be more than coincidental. Is there a way to block this activity, or perhaps get some legal council involved? Sounds like I'm not alone on this...

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thatgirlfunny
North Hollywood, US
Apr 10, 2013 2:38 pm EDT
Verified customer This comment was posted by a verified customer. Learn more

Time Warner talked me into the bundle deal to, it was cheaper to have all three services instead of just internet and cable. Once we had our private phone it started ringing immediately. Non stop telemarketers, we never even gave this phone number to any friends or family due to the fact everyone in the house has cell phones. They should not be able to do this. Time Warner you suck.

Rules_of_the_internet
Rules_of_the_internet
San Antonio, US
May 13, 2012 5:25 am EDT

Time Warner is the only "utility" I have that misspells my name, but is completely unable to correct the spelling no matter how I try to get them to change it. The misspelling of my name in this unique manner lets me know how many businesses TW has sold my information to. I constantly receive junk mail, spam emails to that uniquely misspelled name. I've never recieved mail to my name misspelled in this fashion till I made the mistake of acquiring TW as my internet service provider. No where is the name spelled in that fashion. I googled it to look up variations in spelling, and there's no one that has my name spelled in that fashion.

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mshollywood76
hville, US
Oct 11, 2010 5:35 pm EDT

Just signed up with Time Warner cable with the triple play package deal last Wednesday and today is Monday. Not EVEN A WEEK LATER and I have been completely BOMBARDED with Telemarketing calls. They said I won a vacation or been approved for free ADT service. I called TWC only to speak with a representative who completely denied the whole "leaking out my phone number" thing. I explained to her that I have my cell phone as my main service and have for years and no one has this new number bc I had to reason to give it out! This meant that it was given out by them. I only got empathy with no sympathy for the rest of the conversation with it ending on me requesting a "new" number and insisted that it again have a private listing. Which she explained had not been added to my account on the first request less than a week ago...It was! She said, "we can go back and forth all day with you saying we did and me telling you we didn't and we don't and we are not going to get anything resolved...what would you like for me to do?...ummmmmmmm CHANGE MY NUMBER AND DON'T GIVE IT OUT AGAIN!...is this too much to ask?! I think NOT!

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Alexsss
New York, US
Jul 25, 2010 9:46 am EDT
Verified customer This comment was posted by a verified customer. Learn more

Just signed up for triple play from twc and same problem. There was no way these telemarketers could have my name and number other than twc selling it. Time Warner Cable are indeed engaged in dubious practices.

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johnnyt
Austin, US
May 26, 2010 11:40 am EDT

Yes... never had a problem with telemarkets calling at all. We are on the National Do not call list. About 48 hours after Time Warner installed our Digital phone service... we are receiving calls from non-profit telemarketers. They must be exempt from the do not call list... not sure that's what I have heard. Do they disclose that they do this somewhere? Thanks Time Warner really appreciate it! I guess I will have to explore other options. Such a bad way to do business. Are they really that desperate for the money? I bet they would rethink their policy, of selling their customers info, if many of their customers sent/called in complaints. I bet most don't even realize that TW sold their info.

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Laci
Shawnee, US
Aug 10, 2009 4:23 pm EDT

Hmmm... sounds so familiar! I had my services hooked up about 1 pm on Friday and today (Monday) I've already had three telemarketing calls. I called Time-Warner and they tell me they don't sell their phone numbers. I said, "so, you give them away?" What a lie! There is absolutely no way anyone would even know I have a new phone number, let alone know my name to ask for me personally, if they did not get it from them. What a crock! I hope someone sues them.

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TexasPatriot
The Alamo, US
Jun 25, 2009 12:30 am EDT

I had the same problem a year ago with them. I had to pay 4.99 a month to go unlisted, and I STILL had my number sold. The thing about the "private" is true, you have to call them separately and demand it. Once I did the calls petered off within 7 days and stopped altogether. Now if I can get them to stop calling my cell phone soliciting me from different numbers around the country for more cable products. Drop TIME WARNER NOW.

ComplaintsBoard
L
3:17 pm EDT

Spectrum.com customer service/ billing issues/ lack of trust/ time effectivness!!!

Time Warner:

Has the worst customer service that I have ever experiecned in my whole life. I have never been told so many things by so many many people from one company in my life. I will never refer anyone to and I pray that I will never have to use them again in my whole life.

My issues are billing, time Effectiveness, lies, contractual issues, lack of concern: and Customer service and the need for it is so far from this company until it is not funny! They care nothing about providing customer service and following with it. !

If you call one of there contract persons and or company like Brigevine and then call TimeWarner you will still get the wrong info. I mean it is shameful and you will get nowhere and no one will be able to help you.

I will never use them again!

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Agnes
, US
Dec 11, 2008 2:18 pm EST

Unfortunately their competitors, RCN and Comcast are just as bad. I was shopping around for better feedback than RCN's, with whom I am having a hard time. Their customer service is awful, tech support worse, billing a total disaster. Getting anyone at any time on the phone, after going through the most inane recordings ever, takes forever.

Can't imagine worse customer service than RCN.

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Stikhors
,
Oct 09, 2008 4:01 pm EDT

I totally agree. I ordered the hd & internet online for about $65.00 a month supposedly. It took a month for them to come out and install then during the first week I had to change out converter box and sit on the phone with them at least 2 hours. I never recieved a bill from then all the sudden I get collection call saying I owe $250.oo for 2 months. I tried to explain to the person that I never have recieved a bill and asked them to verify my address and partment #. They had it wrong in the computer even after all the customer service calls I made to them during those two months. Then I tried to explain what I signed up for and the person told me they did not have a special like that and I said that I had done it thru their website. She still called me a liar. I told them I wanted to cancel so then they sent me to another person to explain this crap to once again and finally after arguing with this person I hung up. I still am getting calls daily from them to which I ignore. Never have recieved anything in the mail from them yet...still don't have the correct address. Do not use Time Warner. Worst customer service ever...

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R
9:01 pm EDT

Spectrum.com dvr box/service

Terrible customer service for high prices. We have had nothing but problems with the technical service every time we move and transfer service. None of the previous boxes work, and when the tech guy shows up, he doesn't have the right equipment for our order (DVR boxes). So other than him being at our house for 4 hours, no cable is working not even basic cable. We were told we had to drive 20+ miles one way to a time warner service store to get our DVR boxes and when those were plugged in nothing happened. Now we call and FINALLY get someone that can speak English telling us well there is nothing we can do for you the next available appointment is NEXT WEEK WHILE YOU ARE AT WORK?! This is ridicuous because I'm sure I'll be charged full price for the service I SHOULD be getting...

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3:39 pm EDT
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Spectrum.com horrible customer support

Today, at the hands of Charter Communications, I had the worst customer service that I have ever experienced. Two weeks ago we scheduled a service call to expand our existing service from an old house to a new house that we had constructed next door. I took vacation time to be home for this service call. This morning I confirmed the appointment which I was informed would occur between 1:00 and 3:00. By 3:45 no one showed. I called Charter and explained the situation, I was put on hold and disconnected. So, I called Charter again, explained the situation, was put on hold and again disconnected. So, I called a third time, explained the situation including the two disconnects and asked that, if a disconnect happened a third time, that the customer service rep please call me. I was told that Charter is not set up to do that. The service rep, Jennifer, then informed me that Charter's records showed that they did not have a service call scheduled at my address for today. I expained a second time to Jennifer that I confirmed the service call earlier today. She said that she was sorry but that she couldn't do anything about that. I asked to speak to her supervisor. She put me on hold, checked back with me twice to say that she still had me on hold and finally said that the wait time would be about 25 minutes. I asked that she have a supervisor call me so that I wouldn't have to wait. She said that Charter was not set up to do that. I will be disconnecting my Charter service this coming week and I urge any customer who values even decent customer service to avoid Charter Communications.

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prettyupset
Ossineke, US
Feb 03, 2009 10:46 pm EST

You are so correct !

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11:08 am EDT
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Spectrum.com worst customer service

This company owes me a refund. I was told on June 20th when I turn my equipment it that it would be 6-8 weeks before I get my refund. After the 8 weeks past I called them they said it was being held because I have not returned a cable modem. I own the modem it even stated that fact on my bill each month. After the "paper work" was submitted to clear the error up it would be 10 days and I would get my check. I still have not received it. This company has the worst customer service oh and the don't speak English very well either. I will never use them again.

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Francis
,
Apr 01, 2008 9:16 am EDT

Charter Communications is my worst experience in customer service and quality of service.
I was offered Charter Telephone Service via a phone call from Charter Communications. I had 3 phone lines at my home at the time (1 fax for business, 1 phone for business, 1 phone for personal) and I clearly explained that I was willing to let them install their service but to one specific telephone number (the personal line). The installer came when I was away on business and my wife let him in to do his work.
After he left, my wife discovered that all 3 phones lines were ringing at the same time when a call came through.
I also discovered that I could not call home because a fax machine was answering the personal and business lines. I called my wife on her cell phone and asked her to call Charter to get the problem corrected.
After I came home the next day, I discovered tha the installer had cut all 3 phones lines and connected the 3 lines to the new Charter line, cutting off my fax line, my business line and my security system connected to the fax line.
It spent hours on my cell phone calling Charter to get the problem corrected, it took them 4 days before they sent someone to fix the mess they created.
A true story and as I said, my WORST experience with service and customer service.

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Horns2Win
Kennedale, US
Nov 28, 2011 5:27 am EST
Verified customer This comment was posted by a verified customer. Learn more

Six weeks of service and we have had internet & phone outages every week. Four technicians and two "senior techs" have been out but the problem remains. Internet & phones go out every Sunday between 2pm and 10pm. Service also shuts down after 7pm for a few hours several times a week. After 6 weeks they finally agree to a partial credit and tomorrow they will send out yet another senior tech.
I have no faith that they will resolve the issue because it seems to be the technology that crumbles under higher usage times.
RUN FROM CHARTER...the only thing worse than their technology is their service...and their billing never matched their written quote.

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7:59 am EDT
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Spectrum.com - the worst customer &service& ever

My experience with charter communications has been a nightmare! I have been trying to establish communication services with charter for three weeks, to include Cable TV, Phone, & Internet. The following list is a brief summary of some of the problems I have encountered. -I was told I would get basic & expanded basic cable TV, Internet, and phone (with...

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9:48 am EDT

Spectrum.com slow service speed customer service terrible

This company offers high speed internet along with telephone and cable television service. I have recently as in the last month of Aug and start of Sept. 2008 had intermittent service, very slow service in the range of 92k speeds. When you call them or contact them via the internet they always say the same thing disconnect your router and reboot the cable modem. Well this may be the first page in the customer service handbook you would think they could turn the page or at least admit they are/have current trouble with their service. But you will not get them to admit this because there customer service is not here in the states they do not have any clue as to what is going on with your service. So I suggest they fix their problem or supply me with a remote cable modem box reboot device. I would not recommend this company to anyone but the problem is is you are in their area you will have no choices for service other then their company and they know this and is why they can offer poor service and you will not be able to do anything about it.

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mike heart
, US
Apr 08, 2009 6:38 pm EDT

charter is very bad i now people that have 1 or 3 meg that goes faster the my 10 meg. i have had over 30 people to come to look at the issuse all thay can say is it not my computer but it not charter this is the type of people that works for charter. but the one thing i do know is when thay are here to fix it my speed are fast but when thay leave i have to call in less then a hour. an the biggest think about charter is thay do not listen.

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10:26 am EDT
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Spectrum.com rip-off!

I've had Time Warner Cable since my roommate and I moved into our apt 3 months ago. Every single month there seems to be a problem with our bill where one of us has to end up on the phone with the company trying to get it fixed. This month took the cake however. Our bill this month reflected some "previous balance" which shouldnt have been there seeing as I paid the bill in full last the previous month. They even told me they applied a $20 credit to our account for another reason.

So when I called to get this problem fixted I talked to a guy who wasnt very helpful so I asked to speak to his manager. All I wanted to know was why my bill was $131.72 because when we first got our service they said we'd be paying about $97 a month for our cable and internet. The woman told me that we were being charged for Showtime(which we never ordered!) and I had a $43 previous balance (which was not supposed to be there at all!). I asked her to just cut off our Roadrunner internet. My roommate and I are both college students who work two jobs to put ourselves through school and pay our bills. Neither one of us have a lot of money at all. The "manager" said she could do that but there was going to be a $250 fee-WHAT?!?! She claimed there was some kind of two year "contract" that gave us that "special rate" of $97. I was LIVID! I NEVER AGREED TO OR SIGNED ANY KIND OF CONTRACT! Is this legal? Time Warner Cable is the WORST cable company out there. I can not believe they want to charge me $250 to cancel my internet service! I refuse to pay that especially because I was never told about any "contract" and I certainly would never have agreed to it! I dont know what to do! I'd like to go with another company but they want to charge me $250 to break the "contract" that I never knew about. I'm very upset with this company.

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Bridget Sizer
, US
May 04, 2016 10:16 pm EDT

I don't even feel like writing the loooooong list of complaints about Time Warner! Everyone's story just about sums up all of my issues with this company..I HATE TW Cable! They always find a way to increase your bill and try to justify it by saying a whole bunch of nothing! One month the bill is $95.. Then it slowly creeps up to about $149 and then to an astounding $300.. This company is BS and they should not be able to get away with ripping customers off!

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ron bell
, US
Oct 02, 2015 6:28 pm EDT

Time warner putting the squeeze on its customers again with the digital to analog box adaptor. after the end of this month October time warner is going to be all digital, they say to save space more room with digital so they can make more money. also they are going to charge everyone 2.75 plus tax for the box each month but you must get more than one box for other tvs. so in my case need three would be an extra 9 bucks on my bill. now they told me I have only had one tv listed on my service all this time, if I want more boxes then they would also charge me more each month on my bill which runs 85 a month besides the 3 buck box. so they have figured a way to get more an more cash for their 70 some channels. they really blow. told them I going to go to direct tv they didn't care . now ive been with them every month since 1982 . 33yrs as a customer . they also wanted to charge me 9 dollars to mail the box they are forcing me an others to get . they back off on that this time, got only one box for now on the way .other tvs will get local thru the air channels for time being. will be leaving them soon, may go to digital antenna and watch tv can get about 20 channels for free full hd. watch the shows im losing with time warner in the web . thank god I don't have road runner service that and cable tie together . lucky I have dsl att works great way cheaper .

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Unhappy TWC Customer
, US
May 03, 2014 8:02 pm EDT

I cannot believe the response I get from customer service. I had the same bill for a year and a half then they raised it each month by adding charges for things I never had before. They list a charge for Current monthly services 69.70 then DVR service 6.50 The guide 3.27 HD DVR set top box 6.98 and Internet modem lease 5.99 add 8.85 in tax, fees and charges and the bill is now 101.29. When it has always been 87.64. I never had the charge of DVR service plus DVR set top Box I only had the charge for DVR service. I also never had the charge of The guide. When I asked why they said the charges were always there they just decided to detail my bill. I ask if the charges were there prior then how did my bill go up if all you did was detail the items? The response I got was it was there. I said if I sold you a Box containing one item for $100.00 and listed on your bill 1 box = $100.00 then next month I list 1 box =$100 1 item =$25.00 when you ask why your bill is more I say oh its not, you were always charged for the item in the box I just listed it out this time because you all wanted detail billing. DOES that make sense! They beat around the bush and twist words till you give up! I couldn't agree more with the statement above about the pathological liar! And just in-case your wondering what the sudden "The Guide" charge is here is what they told me. "you know when you push the button on your remote and it shows you what is on, that is what the charge is for". SO be careful when you hit the up and down key on the remote next month you may be charged for it!

Harsh Realities
Harsh Realities
A Beach City, US
Jul 19, 2009 1:00 pm EDT

You MUST deal with TimeWarner in writing. Do NOT rely on phone calls or email.
You MUST deal with TimeWarner in writing.
You MUST deal with TimeWarner in WRITING.

If TimeWarner were a person it would best be described as a pathological liar: They will say one thing and do whatever is most convenient for them.

Follow EACH phone conversation with a snail-mail summary of your conversation to the place you send your bills. Include your name, address, and account number.

I have made a hobby out of rescuing people from TimeWarner. They screwed me out of $1000 so I plan to cost them orders of magnitude more in customer loss.

Send ALL letters to "the office of the president" for your territory.

If you continue to be defrauded by TWC file a FORMAL complaint with the "Public Utilities Commission"

...

remember you CAN also sue them in small claims court. In most jurisdictions the filing fee is about $60. WHEN you win your case you will recoup this investment.

I recovered most of my money from TWC and you can too. I have since upgraded to FIOS. I hope it is available in your area. :)

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1:59 pm EDT
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Spectrum.com bad service

Worst customer service, rude incompetent office staff. Ellensburg, wa. If there are any members of charter communication management who care about the quality of employees that represent your company. Please read this. We have made 6 visits as of yesterday to the local office to change a service to my sons name. The change has never been made correctly, but when we return the same staff member insists that we never made the change. When we explain the error is not ours, she is rude will not listen. The latest error, my bill is now coming to my address in my sons name! This staff member has an attitude, does not listen to our request, does not make the requested change correctly, and does not take responsibility. Its been exhausting. Charter communication desperately needs to improve customer service. We all hope a new provider comes to our area.

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K
5:29 pm EDT

Spectrum.com fradulent billing

Started with phone call around 11:00 am. After get disconnected three times, I tried online support. This is the actual text from an online support discussion:

An agent will be with you in a moment. Thank you for your patience.
You are currently number 2 in the queue.
You have been connected to TTD James .
TTD James : Thank you for contacting Charter.
This is James. How may I help you?
Kelly Rosky: Hi, I typed in a lot of information while I was waiting in the queue - di d it not come thru?
Kelly Rosky: hello?
TTD James : I'm sorry, it didn't.
Kelly Rosky: We are being charged for DVRs that we do not have and need to get our account credited.
Kelly Rosky: I spoke with a customer service rep on the phone who said the DVR charge was added to our account in May 2007. We did have an appointment to get DVRs, but no one showed up to make the delivery.
Kelly Rosky: I have tried contacting Charter several times about this issue, but no one would help - they all said their records showed we had the DVRs and there was nothing they could do about it.
Kelly Rosky: This means we've been paying an extra $25 per month for over a year for equipment we don't have. These fraudulent charges need to be credited back to our account
Kelly Rosky: The serial numbers for the boxes we have are:
Kelly Rosky: G14233NA6246
G14429NA5552
TTD James : I'm sorry for the inconvenience.
We have a team here at Charter that is specifically assigned/trained to handle this type of concern.
Please call our Billing Department at [protected].
Kelly Rosky: I have spent over an hour on the phone this morning, and have been disconnected three times after explaining all this to the "customer service" representative who answered the phone said they would transfer me to "the billing department.
Kelly Rosky: No matter how many times I try to get this worked out, I always get the run-around. I expect this issue to be resolved this morning. Otherwise I will be filing a formal complaint with the Better Business Bureau.
Kelly Rosky: hello?
TTD James : I'm here.
Kelly Rosky: I am recording this session to document a specific example of the type of problems I've been dealing with in regards to this matter for well over a year.
Kelly Rosky: and?
TTD James : Unfortunately, Charter doesn't have access to inventories for the equipment check. We can process the request for a credit for your account if it's confirmed by our dispatch office that you don't have the DVR's.
TTD James : Our representatives are currently receiving a unusually high call volume. Please call us later this afternoon.
Kelly Rosky: That is not going to solve the problem. Every time I've called, I'm told that Charter's records indicate they delivered DVRs that were, in fact, never delivered.
Kelly Rosky: No! I have been trying to deal with this for over an hour, and despite the fact that I've told you I have been disconnected three times today alone, have been getting the run around for over a year, and now that I've waited again for the online support queue, you are telling me to bugger off and bother somebody else later in the day?
Kelly Rosky: I'm very glad to be able to have an account of this all in writing. Screen shots of this will be sent along with my letter filing a formal complaint with the Better Business Bureau.
Kelly Rosky: This is classic! I think maybe I'll post it to the web for others amusement as well.
TTD James : I'm not just saying this just to get rid of you. Every department does have their scope of support.
Kelly Rosky: So, for over a year, I've been dismissed, disconnected and fraudulently charged and the answer I get is that I'm outside your scope of support?
Kelly Rosky: Who's scope of support am I in? I can't get through to anyone in billing, because after I wait to get through to someone on the phone and explain the situation over again, I am told I'm being transferred to a billing department person who will help me, then every time, I am disconnected.
TTD James : That is why I am directing you to the representatives who can fix this for you.
TTD James : Do you speak to person first before getting transferred?
Kelly Rosky: Yes! What I'm saying is that I get disconnected every time and for over a year have not been able to talk to anyone who could resolve the situation.
Kelly Rosky: That's what I'm trying to explain - calling the billing department doesn't work. It hasn't for over a year.
Kelly Rosky: The "representatives who can fix" this won't take my call.
Kelly Rosky: hello?
TTD James : Let me check your account for your previous transactions.
TTD James : May I please have your name, the phone number listed on the account, and the complete service address?
Kelly Rosky: Kelly Rosky
Kelly Rosky: 86 Tuckaway Dr Asheville, NC 28803, [protected]
TTD James : Thank you.
For verification and security purposes may I please have the last four digits of the account holder's SSN, the PIN set on the account or the Security Code?
*A security code is a randomly generated four-digit number provided by Charter to all customers.
Your security code should be found at the upper right portion of all your Charter bills printed after November 27, 2007.
Kelly Rosky: 7308
TTD James : Thank you.
Please give me a few minutes.
TTD James : Your account shows no record that you were able to speak with someone about your account since 05/20. The last one shows a promise to pay note.
Kelly Rosky: Imagine that.
TTD James : Since I can't contact the Dispatch Department, I will need to send a technician out for this.
Please give me a few minutes while I look for the soonest possible schedule.
Kelly Rosky: So, I need to take time off of work and lose pay because nobody in the billing department will take my call?
TTD James : We can set this on a weekend.
Kelly Rosky: I'm game, if it will finally fix this.
TTD James : Thank you.
Please give me a few minutes.
Kelly Rosky: So, the plan is to send someone out to verify that we, indeed, do not have DVRs and have them report back?
Kelly Rosky: Can I get a written report from them that this was verified?
TTD James : Yes, that is correct. They should leave a copy of the work order with their notes.
TTD James : Sadly, all I have are weekdays. You can have someone above 18 years or older with an authorization letter attend to the appointment.
Kelly Rosky: Ever? There are no weekend appointments available for eternity? I am grateful that you have been this helpful so far, but really?!?!
Kelly Rosky: I don't have anyone who could take the appointment, my husband and I both work full time, as do all of my friends, and my family lives 2 hours away.
TTD James : Yes. Seems your area only assists to special request orders during weekdays.
TTD James : Please give me a few minutes.
TTD James : I apologize for any inconvenience this has caused you.
Please stay in the session. I'm transferring you now to our supervisor who can try assist you further regarding this concern.
Kelly Rosky: Thank you so much - I appreciate your help.
TTD James : You're welcome.
TTD James : Thank you for choosing Charter Communications.
Answers to frequently asked questions and self-help options can be found by looking in the "Support" tab at www.charter.com. If you have further questions, please chat back with us. Our Chat Support is available from 7:00 AM through 1:30 AM Central Time, 365 days a year.
Have a great day!
TTD James has left the session.
Please wait while we find an agent from the CHAT - MDVL - Advocate department to assist you.
The next available Agent will be with you in a moment.
All agents are currently busy. Please stand by.
An agent will be with you in a moment. Thank you for your patience.
The next available Agent will be with you in a moment.
All agents are currently busy. Please stand by.
An agent will be with you in a moment. Thank you for your patience.
You have been connected to TTM Jocelyn .
TTM Jocelyn : Hello, this is Jocelyn from Charter. How may I help you today?
Kelly Rosky: Hi, Jocelyn. I'm hoping you can help.
Kelly Rosky: I also hope I don't have to go through everything again...
Kelly Rosky: Can you read the text of the discussion I've had so far?
TTM Jocelyn : I'm reading the previous chat transcript now. It will take few moments. Please hold.
Kelly Rosky: you got it.
TTM Jocelyn : Thank you for waiting, Ms. Rosky. I have reviewed the previous chat transcript. I can certainly understand your concern about the charges for the DVR service. I would be more than happy to check into this issue for you and then do a service review.
TTM Jocelyn : I'm reviewing the account now. It will take a few moments.
Kelly Rosky: Very much appreciated!
TTM Jocelyn : Thank you for waiting. I'm still checking into this for you. It will be a few more moments.
TTM Jocelyn : Thank you for waiting, Ms. Rosky. I do apologize for the inconvenience that this has caused you. Because there is no record on the account that you have called about this. I can only issue credit for $6 months of service. I will credit a total of $180 to the account and also remove the charges for the DVR service.
Kelly Rosky: That is unacceptable. Your records also indicate, fraudulently, that we are in possession of 2 DVRs that were never delivered. it is not a big stretch that none of the calls I've placed in the last year are in your records.
TTM Jocelyn : I certainly understand what you are saying. However, as a supervisor, we cannot issue more than 6 months of credit. To further dispute this, you would need to go into the local Charter office.
Kelly Rosky: This is plain and simple fraud, and despite getting nowhere for over a year, I am still trying to be nice and work with Charter to resolve this matter.
Kelly Rosky: The problem with that is the same as I've explained previously, I work for a living and going to the Charter office requires me to take time off work and lose pay.
TTM Jocelyn : I understand, Ms. Rosky. We are showing that you have two regular digital boxes. I have removed the charges for the DVR and you will see the credit of $180 on your next statement.
Kelly Rosky: $180 is not the proper credit - we have been paying an extra 25 per month since May of 2007.
Kelly Rosky: the credit should be $375.
TTM Jocelyn : That is the maximum amount of credit that I can issue.
Kelly Rosky: That is not acceptable!
TTM Jocelyn : I understand that you feel it is not acceptable. However, I cannot credit more than $180. You would need to go into a local office for additional credit.
Kelly Rosky: That means we will have paid you $195 for products we did not receive!
TTM Jocelyn : Ms. Rosky, I have issued the maximum credit that I'm allowed. For additional credit, you would need to go to the local office. Was there anything else that I could assist you with?
Kelly Rosky: Well, I guess not. Please note that I have tracked the entirety of this conversation with both screen captures and copy of all text written, since Charter does not keep accurate records.
Kelly Rosky: as none of the calls I've placed in the last year are "in the records" and DVRs are fraudulently listed as having been delivered.
Kelly Rosky: I will be filing a formal complaint with the Better Business Bureau and they will receive a copy of this entire transcript.
TTM Jocelyn : I will notate this on the account. There will also be a notation that I credited you for 6 months and removed the charges from the account.
TTM Jocelyn : Now that I have issued the credit, I will review other services.
TTM Jocelyn : Please let me know if you are still connected to the Chat Session at this time.
Kelly Rosky: Honestly, I've been at this for over 3 hours now, and I've truly had enough. Thank you for the assistance you've given me - I will let the Better Business Bureau handle the rest. Signing off.
TTM Jocelyn : I can certainly understand that, Ms. Rosky. Keep in mind that you can view available services at www.charter.com. I will notate the account that you contacted us about the charges for the DVR boxes. For additional assistance, please contact [protected] or initiate another chat session. You can also view and pay your bills online at www.charter.net free of charge. Thank you for contacting Charter.
If you require further assistance, go to www.charter.com/contact
Your session has ended. You may now close this window.

Amazing!

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joe
,
Nov 23, 2008 9:14 am EST

theres illgal hook up on 89 old smokey rd elk park nc
this guys been hooked up for 2 years

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Nstong
,
Nov 14, 2008 1:52 pm EST

I'm having the same issue basically, I never signed for getting boxes. Did this ever get resolved? I'm just about ready to file a suit in small claims.

ComplaintsBoard
S
4:53 pm EDT

Spectrum.com rip off charges

Time Warner Cable is takes advantage of customers who disconnect service by charging bogus fees. I recently disconnected and watched as the tech took away all of their equipment. Guess what? I get charged $50 for "equipment adjustment". Their customer service rep said it was for a unreturned modem and they would check into it. Guess what, one month later and they still have not checked. I'm not paying - ever.

Watch out for Time Warner's Ripoffs!

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Larvin69
Charlotte, US
Jul 06, 2009 2:52 pm EDT

Same thing. I notified TW to disconnect Oct 2008. This is July 2009 and they are still billing me, now over $600.
I have called every month and get the same pat answer, we will take care of this. Today I got the same answer but said they are charging me $50 for the modem they never picked up. My lease expired in Oct. I don't have any idea where their modem is. This is definitely their problem, I told them, and I will not pay them.
Figure this each 100, 000 disconnects x $50 = $5, 000, 000 windfall for TW cable - criminal.

ComplaintsBoard
D
1:56 pm EDT

Spectrum.com cable left unburied for over a year

My Neighbors and I have had a cable left unburied for overa year acroos our driveways, the company will not responed or do anything about it this cable carries power the city of Roswell will not get involved even through it lays on there road.

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F
10:27 am EDT

Spectrum.com stupid commercial

Commercial with black guy dressed in sweats, walks into kitchen laughing while on cell phone, sits down on bar stool, continues laughing, then message given and back to the guy again laughing, jumping up and down.

This commercial is annoying and does not make any sense.

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poetntheprocess
,
Sep 22, 2008 7:32 am EDT

Lol, I completely disagree. I loved this guy's contagious laugh and it made me laugh every time I saw it.

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8:39 am EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Spectrum.com customer service malfuctions

Attempted to order high-speed internet through charter.com, but was unable to do so. Called [protected] at noon Pacific Time and was transferred from sales (Sundown) to tech support (Jack). Tech support informed me that their site is malfunctioning, and that sales can help me place my order. Tech support transferred me to sales but I was placed on hold and then I was disconnected. At this point, it is 40 minutes after the start of my call. I called back and spoke to Bao in tech support and told him what happened. Tech support transferred me to sales (Cori), who informed me that the hi-speed internet rate I requested is an online-only promotional product. I asked who could help me order the promotion, and she reiterated that she could not help me. I decided not to order internet through Charter and politely ended the call. All Charter employees were very polite, but no one was able to help me, which leads me to believe there is a problem with Charter's overall system and not with their point-of-contact employees.

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David Harder
West Holl, US
Aug 21, 2009 9:02 pm EDT

Plain and simple, Charter Communications is the single worst vendor I have ever dealt with in any medium. Their repairs are inept. They charged me (and I was happy to pay) for a bundle with premium services. In three months they were out three times to fix the cable to I wouldn't have to lip read or lose entire shows. And, of course, they still charged me. They are coming again tomorrow.

But the absolute worse is the telephone directory service. Did you know they outsourced this service so they claim they have no control of the quality of service. Each time you dial information, you are charge $1.79, more than any telephone carrier. And, they seem to have scraped the bottom of the labor pool. Countless times I have had to spell each word, reiterate each letter, "no sir, it is "M" as in Mary and in some cases, start over. The pathetic part of this whole charade is 9 times out of ten, they don't have the number, companies like General Electric, Paramount Pictures, Los Angeles City Hall. Do yourself a favor, get a different service; if you have this one, get your calls off of the Internet. They are free!

David Harder

ComplaintsBoard
G
7:02 am EDT

Spectrum.com known dvr problem

There is a known software problem with the DVR function in Time Warner Cable's cable boxes. They are charging customers for a service they KNOW does not work properly. I just called TWC today, 26 AUG 08, to complain about being charged for a service that does not work. I asked to be credited back the money I was charged for the DVR service since I've been a customer (about 3 months) and for the inconvenience of having to call their technical support to try to fix the problem remotely. I ended up two service credits for a total of $35. The point is: CALL TODAY and demand to be credited back for the service you PAID FOR but DID NOT RECEIVE.

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12:28 pm EDT

Spectrum.com hd-dvr boxes technical breakdown

Periodically have issues with my HD-DVR cable box. Power failures(Cable BOX) which result in missed recordings. And we must reboot the box everytime we wish to sit down and start watching our television. Time Warner has replaced box, and issues still persist. Their technicians who came to trouble shoot box advised me that this is a BIG issue with everyone who uses Time Warners HD_DVR cable box, using HDMI cables.
No eta on a permanent fix. There customer service department wants to keep swapping boxes.
PAying alot of money every month for premium service. It's time they provide a premium service.

Read full review of Spectrum.com
Update by Dave Ferree
Aug 13, 2008 12:28 pm EDT

Periodically have issues with my HD-DVR cable box. Power failures(Cable BOX) which result in missed recordings. And we must reboot the box everytime we wish to sit down and start watching our television. Time Warner has replaced box, and issues still persist. Their technicians who came to trouble shoot box advised me that this is a BIG issue with everyone who uses Time Warners HD_DVR cable box, using HDMI cables.
No eta on a permanent fix. There customer service department wants to keep swapping boxes.
PAying alot of money every month for premium service. It's time they provide a premium service.

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7:37 pm EDT

Spectrum.com price lock guarantee and $100 cash back

I signed up for bundle package and requested the price lock guarantee. I received the form in the mail. Completed it mail it back on 6/27/07. Today is August 12, 2008. I decided to call about the cash back redemption. I spoke to someone in Billing. He said I need to talk to the Sales department. When that person could not help me he said I need Billing. I told him the first person said I need Sales. He said he had to transfer me back to billing, instead he transfered me to techinal support. She transfered me back to Sale. The person is Sales was trying to change my service to up my price. I advised her I was not trying to change my service, I want to know when will I receive my $100 cash back. She said she could not help me. So, I decide to find a website to write about my complaint and tell any one who does not know that Time Warners customer services STINKS! They do not have a clue. It's amazing they are still in business.

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SNThomas
Chapel Hill, US
Oct 04, 2012 10:27 am EDT

I too am having a terrible time dealing with Time Warner Cable customer service. I agreed to a two-year price lock guarantee in September of 2009 at about $120.00 (for basic cable, tv and unlimited nationwide calling) and when I called three days ago to lower my rates because they raised my rate to $149.45, they told me that I had been automatically renewed in to another 2-yr price lock guarantee in September 2011. I never agreed to an automatic renewal. My questions are: "Why wasn't I asked or told that I was being put in to another price-lock guarantee without my knowledge?" and "If I was put in to another two-year price-lock guarantee, why has my rate gone up?". I called first on Monday, Oct 1, 2012 and held for at least 20 minutes for customer service. I talked to someone in customer service and explained they situation and they transferred me to "Retention". I held for at least another 20 minutes, till someone picked up and I explained the situation to him. He said that they would be able to waive an "early termination fee" of $150.00 since I didn't agree to the automatic renewal in to another 2-yr price lock guarantee and they would drop my rate to resemble a little more the deal they are giving new customers ($89.99 for all basic cable, TV and unlimited nationwide phone service). However, he said that I would have to be transferred back to customer service for them to waive the "early termination fee". So, I held for another 20 minutes to be put through to customer service and after about 20 minutes, I was disconnected. I have a 5 and 3 yr old and by this time, my 3 yr old needed me, so I thought I would try again the day after.
On Oct 2nd, 2012, I called Time Warner Customer service again and held for at least 20 minutes. I finally got through to Customer service and explained the whole situation to her, and what happened the day before. She said I would be put through to Retention. I held for another 10 minutes and was put through to someone named "Cassandra" in Retention, but suddenly she couldn't hear me and I kept saying "hello", "hello" and she couldn't hear me, so she disconnected. So, I called right back and held for 20 minutes and was put through to "Customer Service", because "Retention" does not have a direct line, I explained the whole situation again including what happened just in my previous call of the day and I was put through to Retention again. I held for 20 minutes, but while I was holding on, I received an incoming call from a local "ship on site" business that I had visited the day prior to follow up on something I was shipping. This person from the business could hear me fine and I flashed back to the Time Warner Customer service call and kept holding for another two minutes and was connected with "Retention", however when I said "hello", in response to them again, they couldn't hear me again, and the representative said "I can't hear you... I can't hear you... we seem to be having technical difficulties... I will have to disconnect you in 5 seconds... Disconnecting in 5, 4, 3, 2, 1" and then I was hung up on again!
I took a day break and decided to call back today, Oct 4th, 2012 to get an email ID to write to them because I was tired of having to repeat myself every time. I called Customer Service and held for 20 minutes and asked for retention right away, after of course having to authenticate myself yet again, she put me through to "Retention" where I explained the whole situation again including everything in the previous phone calls. This time this different person in "Retention" let me know that they wouldn't be able to waive my "early termination fee" even though I had been put in another automatic 2-yr price-lock guarantee without my knowledge and they could just offer me a $7.00/ month discount. I said that this was not satisfactory to me and asked to cancel my account - he went ahead and cancelled it and told me that I would have to return my modem to the service center within 4 days. (I thought my modem was paid off after over 5 years of service!). I asked to be transferred to customer service after that because I still wanted to know why I had been charged over $30.00 over the last year, even though I was in an automatic price-lock guarantee. I held for another 20 minutes and got a more helpful person in Customer service this time. She said that to look at my bills, she would have to remove the "cancel" on my service, which I agreed to and I decided to explain the whole situation to her and she said that she could waive my early termination fee and then she looked at my bill and she also sounded surprised when she looked at my bill and she said " Yes, you are being charged more than from your first price-lock guarantee" and at this point there was a hum and a click and our call got disconnected! So, I still don't have an address or email to write to Time Warner cable and my service with them is still active and I don't have any answers! What do I do?

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ikovy
Muskego, US
May 13, 2011 3:03 am EDT

I totally agree. In December of 2008, I called Time Warner Cable regarding our bill. They notified me of a 2 year price lock guarantee, which would reduce my bill. I agreed to the 2 years over the phone. We recently purchased a new home in which is out of their service area called TWC to cancel. They notified us the the 2 year price lock autorenewed in December. Nobody ever told me this was going to autorenew. They said they send a form out in September of 2010, which I never received saying that if I don't contact them, that I will have agreed to 2 more years. I never agreed to an autorenewal. I asked to listen to the phone call where I agreed to it, they only keep them for a year is what I was told. The third party verification is kept longer, but I need a subpoena to listen to that. So now, we are being forced to pay $135 to get out of a contract that we never agreed to for a service that is no longer available to us. This is unacceptable to me.

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Raleighgirl
Raleigh, US
Sep 15, 2009 2:52 pm EDT

To twcbites I'm getting ready to go and see if I can get out of my price lock. I thought I called in within the 60 day period but I must have gotten my dates mixed up. I was hoping that they would let me get out due to the fact that they never sent any paperwork in the mail re the new contract for the price lock. I was passed between 5 different people. The last person I spoke with suggested that I could possibly downgrade my service and get out of the price lock. I am going to try that route, rather than be penalized $100. If that works and gets me out of the price lock then I am going to cancel TWC on the day after. I will use my coupon to get a converter and watch what I can on TV and the rest I will just catch on the internet. May eventually build my own dvr. I think we should all fire TWC, they deserve it with their exorbitant prices.

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twc bites
, US
Jul 06, 2009 9:59 am EDT

We hate TWC too. My daughter, a college student, got stuck with the 2 year contract for more services than they can afford and now it will cost $150 to get out of it. If anyone knows how to get out of the contract without penalty help...

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Gravyd814
Erie, US
Feb 24, 2009 4:32 pm EST

Time warner suck here in Erie, PA also.
It takes at-least twenty minutes to get ahold of someone on the phone.
To much money
People on the phone can not, will not help you resolve problems they just "send out a tec" even though it could be a setting on the box that can be changed in less than a minute.
I get partial bills for up grades and things of that nature but do I get a refund when my cable goes out for two days straight? Nope
The equipment they rent is crap real slow loading wait forever for menu to pop up. There fix "send a test signal" every time.

I need to call and see if I can get out of this "price lock" but I think Im 'locked in" also. I would so much rather pay more per month for direct tv. My parents have had it for years they love it and great Customer service from what they tell me.

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S
ScottyG
,
Sep 11, 2008 1:07 pm EDT

I was contacted by their sales department. Since I already had a one-year contract bundle package, I didn't think they could do better. I told the sales rep that I already received all movie channels and had a DVR for $149 a month. He said he could give me the same package but up my internet speed and eliminate the DVR cost as well as the extra home terminal cost, bringing my bill down to $134.99. Once my bill came in, it was for $187. When I called to find out why, they said it was because I had movie channels. They aren't included in the price lock. What a SCAM! Why in the hell would I change my service to NOT include all the movie channels? SURE...give me a free box and start charging me for ALL the movie channels. NOT! Now they are refusing to fix THEIR error. Time to switch to ATT Uverse.

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