Spectrum Customer Service Stinks - Page 4

Bridgegal · ‎03-09-2010

Hulu with live TV is now $54.99 a month . It went up twice in 2019. We don't care. It's still way cheaper than cable.

suzyQ3 · ‎03-09-2010

We've been with Spectrum for its inception and have always had excellent customer service. We bundle.

~Who in the world am I? Ah, that's the great puzzle~ Lewis Carroll, Alice in Wonderland

Spurt · ‎03-20-2010

@Bridgegal wrote:
@Spurt

Hulu with live TV is now $54.99 a month . It went up twice in 2019. We don't care. It's still way cheaper than cable.

@Bridgegal

And I'm sure your internet is an additional amount, and what about your phone.....

Animals are reliable, full of love, true in their affections, grateful. Difficult standards for people to live up to.”

shoekitty · ‎03-10-2010

@Jordan2 wrote:
@shoekitty wrote:
Did you talk to them on the phone? How did you do that? I can't ever get them on the phone in under 20 mins
@shoekitty , hi, are you addressing me? The first time I called I got a message they were very busy with calls, they weren’t taking anymore at that time. I then called a couple of hours later and got through, for all the good that it did me. The CS rep was kind of rude to me, their customer service is the worst. It makes me wonder why their phones are so busy, could it be people who are unhappy with their service and bill? I would love to speak to someone higher up, but you never get them on the line. Spectrum doesn’t care about their customers.

@Jordan2

I think they don't answer phones because they have a few operators for a huge area.the turnover is unbelievable. They were rated one of the worst customer service companies in the US a while back, and Verizon.

Lipstickdiva · ‎03-10-2010

I went through this a few months ago with Spectrum. Our bill increased again and we got sick of it. We sat down, decided what channels we had to have and looked into various streaming services. The one that came closest for us with the channels we wanted was Spectrum streaming. We called and I spoke to 3 different people in 3 different departments who all quoted me the same price.

It was $24.99 a month plus a $5.00/month broadcast fee. Then we wanted the cloud DVR service so that was another $6.00/month. Our internet was going up to $69.99, an increase of $10.00/month because we lost our bundle discount. They don't consider streaming and internet to be a bundle. All total after taxes and fee, our bill was a little over $103.00.

The first month I got my new bill and it was over $170.00. As I reviewed it I noticed they charged us $49.99 for a one time change of service fee that they never told me about. They also charged us $34.99 for our streaming package PLUS the broadcast fee PLUS the DVR.

I spent another 40 minutes on the phone with them getting it straightened out. They refunded us the change of service fee after listening to the recorded call and confirming it was never mentioned. They tried to tell me the monthly streaming charge was correct but again, they listened to the recorded call where 3 people quoted me the same price and they lowered the price.

They are a complete nightmare to deal with and anytime I have to call I know it's going to be a 45-60 minute call.

My sister just switched to their streaming. She went to an office location and the employee there found her discounts and she's paying less than I am and she has the sports channel that I don't have.

Bridgegal · ‎03-09-2010

@Spurt

Yes, of course. We have internet with xfinity at about $50.00 a month. So Hulu and internet run a little over $100. a month. Our monthly bill for both with xfinity was $220 or so.

We've never had phones included in our Comcast bundle. Haven't had a land line since 2006.

Once the combo reaches the $200 mark, we'll look at an xfinity bundle again. But by then I there will even more and more cheaper options floating around .

Jordan2 · ‎03-16-2010

I must be a glutton for punishment, I keep calling Spectrum to see if they are offering better promotions to their existing customers, they're not. I even bring up that I am thinking of going with Verizon, nothing. Spectrum is so rigid, they would rather lose you as a customer than offer you a better deal. I tried calling Verizon Fios to get a quote, but I can't get anyone on the line. It stinks when you only have two options, they know they've got you.

gardenman · ‎03-09-2010

@Jordan2 wrote:
<p>I must be a glutton for punishment, I keep calling Spectrum to see if they are offering better promotions to their existing customers, they're not. I even bring up that I am thinking of going with Verizon, nothing. Spectrum is so rigid, they would rather lose you as a customer than offer you a better deal. I tried calling Verizon Fios to get a quote, but I can't get anyone on the line. It stinks when you only have two options, they know they've got you.</p>

If you go to the Verizon website a chat window will pop up and they'll go over your options with you. It's far easier than doing it on the phone. (At least it was for me, but maybe I got a good CSR.)

Fly!!! Eagles!!! Fly!!!

Silver Lining · ‎04-16-2010

@Jordan2 , so true. I have spent hours and hours and hours on the phone. My bill kept changing. I get lucky sometimes and they adjusted it. I think it depends on who takes your call. I've had two different CS reps who said I was getting ripped off for the specific services I was getting so they sort of temporarily "fixed" it. I hope they haven't been reprimanded or fired. I do all of my banking and have numerous other important accounts online using my longtime e-mail address with this carrier. It would be a huge inconvenience to switch and probably be a very difficult transition.

I researched and finally went out and bought an antenna in preparation for cutting the cable. I called my carrier to set the date. I had talked to a lot of retention specialists in the past. Mraculously I got a CS rep this time who offered me a great deal for the same or less money. He upgraded my internet speed, gave me a choice of one premium and upped my channels. I had to take a one year commitment. They've got me now and I guess they could still find a way to make changes. I'm paying more than if I'd switched to a Spectrum new customer deal but it would have been an extreme hassle and wasn't going to work in the long run.

I'm very happy paying thirty dollars less per month and getting a lot more for my money. The increased internet speed alone is worth it. I chose Starz/Encore (two for one). Could have chosen HBO, etc. I truly think this guy saw on his screen what decrepit equipment and poor service the carrier had been "providing" and overcharging. Sorry for going on and on but I want to give you some hope.

Jordan2 · ‎03-16-2010

@Silver Lining you know how they always say this call may be monitored for quality control, I wish they would listen to what I had to say and take it into consideration. The phone then rang for the survey they want you to take, I usually don't answer it but I did today. I gave low scores on the questions, they even asked if the one question I gave a one was correct (lowest score and it was correct). They give you one minute to record a message to say what you want, I told them how much better TWC was over them!