Charter CommunicationsConsumerAffairs Unaccredited Brand
Have had this so called internet provider since 2006, Charter. As they are the only cable provider in the area as "selected" by local government to have authority to offer cable in my area of NC. Weekly, sometimes daily it is a joke. Signal drops, signal fluctuates. Have to reset the modem usually every 3 days because my WiFi is so erratic. Calling customer service is merely an appeasement most times, they reset it and it works for 2-3 days and then boom problems occur with no service or weak signal. Very unpredictable day to day what WiFi I will have throughout the day. I work out of my home and it is frustrating. Never any reimbursement for the hours throughout the month I do not have internet. It's a poorly run company on a good day.
Was forced to switch from TWC, who we rarely had issues with, to Spectrum. New modem stopped working after 30 minutes due to faulty power supply inside the unit. Service tech was scheduled for the following afternoon. Tech never showed up and customer service claims the appointment was cancelled. While on the phone with their customer service I was disconnected twice and did not receive a return call. I'll do without internet before giving this company a dime.
I called and ordered 12 cable boxes to be installed. Gave me date of Monday 3/12/18. On Monday at 10.00 am got call from Spectrum. They cancelled. Tech called in sick. Made appointment for Tues. Confirmed 2 times. Tech came on Tues and said he was installing 7 boxes. Spouse called me at work. I spoke to tech. He insisted order was for 7 and he had only time for 7, I called corp and then said order was for 7. After 5 calls with various people they finally called back and said I was right for 12. Tech said he did not have time. Spouse told me tech was in his truck most of the time on his cell phone not company phone. Left the house a mess. He informed me I would have to pay another 59.00 to have tech come again to install the remainder. I have to pay three times for someone to stay in house while installs are being made. I know from experience what techs do.
Again had numerous calls about the remainder of install saying that I requested 7 installs. They came another day and finished install. Made more of a mess. At that time I was home asked tech if all were done, he said all were working and left. The first tv I went to did not work. Went to driveway but tech ignored me and drove off. Also found out one remote did not work and you mailed me another one. I have never seen such a mess with quantity of calls, incorrect information, uneducated personnel, and the list goes on and on. YOU as a company were not ready to take on Time Warner in a profession manner. I am not a happy customer.
Spectrum Cable (aka Charter Communications) is a total joke.The On Demand feature is terrible. Hardly any free movies. Have to pay for movies that are 20-25-30 years old. Expensive at $5.99-$6.99. Totally absurd. Award winning movies that are older are $2.99. Have movies that were seen on regular TV a few months ago; now we are charged a premium for them. They broke down the movies into more categories to give us the illusion we are getting more movies. Has anyone noticed all of this B.S.???
Our rates just keep going up! There are blocks of movie channels with older movies and each time you have to pay a premium to watch them. I was told they are 3rd. party vendors. They can charge what they want. Why do we even have them on our cable?? Spectrum wants to begin charging receiver boxes on all TV sets in your home even if you don't want them. They claim they will disconnect your sets completely if we don't rent a receiver for every TV. Trying to look for a better deal. How can these people be stopped?? Somehow we have to unite and do something about this robbery!! I am sick about reading all of the complaints. We have to get the FCC or somebody involved to investigate these terrible tactics. There has to be a better way. I, for one will lead the charge!
TV, internet, and phone - They all go down once a month, for hours. And they don't give credit for services when out. Just once they did but added it instead of subtracting it to my acct. And it took me hours on the phone to get it corrected. Charges way too much for services. Older established customers pays more $30. More for services than new customers. And were stuck with channels we don't use. Renters have no choice but to use Spectrum. I can't give them a star.
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My prices kept going up until it was hard for me to pay. I called today since my promotion will end this month and again the price is going up. I talked to Billing and was told the specialist might help me. I was transferred and a gentleman answered and asked me when will I want to cancel. I told him I’m thinking about it cause I can’t afford this higher rate. I only watch 5 Korean channels and I just to basic internet. I wanted some kind of help and he told Me he can’t do any time. He said call back when I want to cancel. I was shocked and disgusted how he was very rude. I been a long time loyal customer. Very upsetting this is how you get treated and pushed away. Well I guess I will be shopping around for another company and definitely like he said call and cancel. Never will I recommend to anyone to use Spectrum.
Lately, we have received numerous phone calls from Spectrum about trying to sell us TV. Both of us have been using the internet to view what we want. We always refuse them. Yesterday, my husband received an email claiming we are engaged in illegal activity. I had been streaming movies from a site I found. It is my understanding after reading about it, that uploading and downloading video is illegal but streaming is not. That is my understanding. Spectrum sent us a that threatening email about it. Also, our service is often out and they are slow to get it back up. We pay about a hundred dollars a month for service. Their calls for trying to sell us more services are constant. But Even though I am on the do not call list, that is allowable. Spectrum gives poor service indeed.
So tired of paying more than I can afford for cable/internet. After numerous phone calls of trying to find ways to decrease my bill, and customer service people who couldn't care less about helping me find a reason to stay, I was put through to the retention department because I asked to cancel my cable. The associate Ashley was the most helpful of all that I've encountered with this company. She was trying to offer more affordable ways to stay with Spectrum/Time Warner/insight??? I'm confused as to the actual company name at the moment. She offered streaming 10 channels through an app on our Roku and Samsung TV's with internet for a cost of just over $100 a month. I almost took the deal, but decided to cancel cable entirely. I would have cancelled internet, but that is seeming to be a necessity nowadays.
The tv signal cuts in and out. The remote control does not operate my tv. They offer a remote that would correct the problem but it can't be ordered either online or at their stores. I have contacted the tech support and customer service and cannot get the issue resolved. Their customer service is the worst I've ever dealt with by far!
We switched to Charter internet and phone several years ago, and the guy that came to install the equipment left us in a total mess! When he was installing the internet service, he had to go under the house to do some of the work. Three weeks earlier, we had a 50 ft. cable run under the house to connect the modem to the TV in our den, and when my husband tried to connect the new modem, nothing worked. Checking under the house, he found that the cable had been cut in half - completely destroyed!
We were going to port our old phone number to our new phone service with Charter, and this same dufus, told me that I needed to call AT&T and cancel my service before he could connect my new service, which I did. WRONG! Evidently you have to have your service active before your number can be ported over. This whole thing was one big fiasco, and I called Charter customer service to tell them about it. Their response was... "Umm. Umm. Oh well." Basically.
We got a promotional internet rate when we first switched to Charter. This month I noticed that my bill had gone up once again, and there was a message on the bill that stated that the reason for the increase was that my promotional rate had ended. Excuse me? But my promotional rate ended 3 years ago, 6 months after we began the service, and our rates have increased three times since then!Every time Charter-Spectrum has a merger, my rates increased. Every time Charter-Spectrum upgraded its services, my rates increased. But, funny thing... my services have never increased. When I bought this service, they advertised their internet rates at 60 Mbps+. Seriously, I thought there was something wrong with their modem because at times my internet speed is no faster than dial-up. I called customer service about this too, and was told that the modem was fine. (Yeah, sure.) Now, they want to charge me the same price they are charging customers who are getting 100 Mbps+? I check my speed and at times it barely pushes 50 Mbps. At other times it goes to 66 Mbps. But it has never been faster than that. And at the end of the month, it can take 15-20 seconds for a web page to load.
I'm going to call again today to complain, but this time I'm going to file a complaint with the FCC first. It might not help, but I don't figure it will hurt either.
When I had Time Warner Cable. I was on a promotional plan $139.00 month. Now I'm charged $201.00 and was charged for free service to hook up 1 box $49.99. They said they had to test my line to ensure my home could handle 5 boxes in my home? The tech came out 9 pm, never went up any ladder, never tested any lines, came called in a box and left? Really? Outrageous prices, No savings here. Was told my bill only be $165.00. Here it's $201. Where my other $36.00 going? Time Warner should never sold to Spectrum. They are scammers and rude people to talk to.
Called in regarding prices going up... again. Was promised to be grandfathered in at permanent price. But, Spectrum, added hidden fees on equipment, new taxes... etc. So still went up. Disappointed and now for first time in over 50 yrs of Cable since raised in Santa Clarita at my dad's house to all my Valley addresses, including this one of 27 yrs will be switching to another cable co. Have been disappointed since Spectrum first took over. Am sad. But... talked to rep and promises dodged and weaved to a long time customer. Beyond unforgivable.
Some guy just came on my property and I called Time Warner and asked if they had any techs in the area and they said they didn't. I asked the guy who was driving a van with the logo what he was doing and he eluded my questions saying he was doing his job and he didn't have to tell me anything. I took his plates and recorded a video, plate # **. I am a customer and I feel I have right to know what you are doing on my property that could possibly affect my service. It's not the first time they have d/c my service with no cause. I just happen to be home at this time. Rude employees as always no matter if they call it Time Warner or Spectrum.
I've read others' reviews on here, and it seems like I've gotten the lucky cards dealt to me. For those who want a long story short, buy at your own risk. The service is great, but only when it works. Now, I would recommend Charter solely for the fact that they're services are spot on (when they work). I've had pretty good customer service when needed, and had polite in-home repairmen. Although my recommendation is relatively positive, it's also a "do at your own risk", as I've had PLENTY of issues, mostly with the internet.
I live in the city in a very well covered area that shouldn't see really any outages, but yet I have so many internet drops that calling Charter about it seems practically useless now. While the guys they've sent out here to look at the internet have always been nice, they never get the job done. They just assume they did and are on their way. A few days later, internet drops multiple times every day. I have a 60 Mbps package, and really only use the internet on my phone, laptop, and Xbox. All of that takes up barely any of the internet, yet it keeps dropping. I'll call them up a week after all the drops, and they'll even confirm that I'm having many drops on their end, and just send another guy out. Rinse, wash, repeat. So yeah, all in all, good service, but only because when it works.
Today I had to face the worst customer experience I ever had, that too from a well established company like Time Warner (Spectrum). In Nov. 2017 I got a promotional call from Spectrum team to offer an additional TV streaming package along with my existing internet service for an additional $30 per month. The first month is free and then going forward you will be charged with this amount. I agreed to activate the service and they confirmed that they will send me all the details through email once the service is activated.
But I never got the email or any communication regarding the activation, which made me to think they never activated the service. But when I checked my detailed credit card statement recently they were charging me additional $41 for last 3 months (Jan, Feb & March 2018). I called the customer care service, told them all the story (4 times) and they arrogantly rejected to provide a refund even though they were pretty clear that it was a miss from the company, not to send me the notifications about the activation.
This is really frustrating and worst customer experience I ever had. Not sure if anyone else had similar kind of experience. And not sure if this is something for which I can approach the customer court for. Definitely I am going to explore my options. Totally senseless from TWC (Spectrum), not to offer a refund in a situation where they are 100% sure I never used the service, and that too because of they never communicated about the activation.
In last 3 weeks Spectrum has come out 4 times -- and will come again tomorrow, 3/5/18 -- to fix TV freezing problems and Internet will not connect to printer... They spent 2-1/2 hrs looking for cable wiring and couldn't find them -- will come again tomorrow. This is something they should know!!! Their billing people are rude, rude, rude.
My HD package has increased from an already high $165 six months ago to $185 to now $200+. Ridiculous! And when you call to complain, they could care less if they keep you for a customer. I took the phone out of the package and it is still going to be $170, for just a basic HD package and internet. It's time to talk to some other company. I don't watch sports or that much TV and the service is not great.
I really wish I could give this - 5 stars. First, they screwed up my transfer and cancelled my account instead. Then after spending 2 hours opening a new one they charged me $15 more a month and didn't honor my previous rate even though the mistake was 100% their fault. They continue sending me old statements of my previous account confusing me. It's almost like their trolling me with my old rate. I talked to this one douche bag on Spectrum chat about why I kept receiving my old bill, and he didn't have an answer. Dude was just a total ** and didn't help at all, Stay light years away from this company if you can.
The tech guy "Wendel" I don't know how to spell it, did an excellent job repairing the phone services. But when inspecting the phone boxes near my computer he had unplugged the power strip (I assume for access) without turning it or anything off and fried 2 USB, 3 jacks on the back of my computer. I expected at least for him to either turn it off first, or ask me to not put my personal belongings at risk. I would hardly like you to punish him. Just please make him aware of other people's stuff. My parents were trying to get me sue him for the repairs. But I just want it explained to him so he doesn't damage anyone else's possessions. Thank you for reading this.
I set up auto pay with them to reduce complications. They keep using the wrong expiration date and I have continued calling for 4 months to get it corrected, in the end they just erased my auto pay info. During the process, they put a restriction on my card payment method, they added fee for the service, and multiple of their "well trained" reps showed disrespect to me during phone-cons. I am switching.
The latest bill came in with an increase and when I called, was told the bundle rates did not change... only our service fees and equipment charges. So I assume now that they free to tack on charges and fee increases randomly and think they are doing a good job? I should have stopped them on the day after installation, when I had to drive three time to the nearest store for new equipment just to get everything to work. Of course, this took numerous calls and self diagnosis before they offered to schedule another service visit later in the week.
The marketing pieces and the salespeople are LIES. BE VERY CAREFUL before you change services. Charter will tell you that the boxes are 9.99 for up to 3 boxes but then they charge you 6.99 per box and they charge an extra $19.99 each month for DVR service. They send out mailers that ARE 100% lies. If you change, you will get a HUGE bill and then you will call to go over the charges and they tell you that their advertising isn't accurate. They will NOT adjust the bill or keep their word and now you are stuck or you have to change again. DO NOT DO BUSINESS with CHARTER if you value honesty.
When I signed up I requested a quote including all fees, expenses. Was quoted $140 first and 13th month and thereafter. The charge of $120 will be charged for the 2nd thru the 12th month. First bill $145, second was $145, and third was $156. They don't / won't offer or give any credits per home office. Will not honor any quotes given. If I don't like, go to different provider. They don't have a customer complaint department. I think I know why. No credits, no refunds. Take it or LUMP IT! They have a "CUSTOMER NO SERVICE POLICY". Save yourself the wasted time and aggravation. Don't call them at all, unless you don't care what they charge, because they are going to do as they wish, not what they quote or care about customer service.
I wish there was an option for 0 or negative stars. To start, I was charged $20 per month for over 2 years for phone service that I NEVER ORDERED! I didn't even know I had a phone number and don't even OWN A HOME PHONE!!! I was on auto billing and never really looked at my bill (so that is my fault). BUT how fraudulent the Spectrum company is to charge for a service that was NEVER requested!!! When I called to remove and find out how this happened, their customer service was of ABSOLUTELY NO help. Actually they were quite rude! I asked to have the recorded call from when I ordered service reviewed to prove that phone service was not ordered but they said that wasn't possible?! Don't they say at the beginning of every call that it is a recorded line?! Do they record and then erase?!
After I removed my "phone service" I inquired about the numerous offers/specials that Spectrum has been bombarding my mailbox which included a faster internet speed at over $20 cheaper per month but was told that I didn't "qualify" for that offer?! So I've been paying $20 for a phone service when I didn't have a phone nor did I order AND I get to pay over $20 more than any new customer for WAY slower crappy internet service. Way to value your customers Spectrum! I was told that if I quit Spectrum's service for 30 days then I would qualify for special when I returned. NO THANK YOU SPECTRUM. I am leaving for Frontier, which is $30 cheaper a month and no contract AND not criminally charging me for services I haven't ordered. And I will never return. I would actually pay 100 times MORE for a different company if that company was my only choice besides Spectrum.
I've been a customer of Spectrum/Time Warner for about 3 years. Within the last 2 1/2 year they've changed my rate, without informing me, several times. I have the basic tv which is SUPPOSED to cost $10/month, however, they have charged me more than that despite the fact that I have contacted and complained about it several times. Unfortunately, they are the only company I can use right now.
I had Time Warner Internet for many years with NO problems of any kind. I was even able to get cut rate deals when I needed them, because I lost my job or had my hours cut, so I didn't have to cancel my internet service. When Charter took over and created Spectrum instead of TWC, they went UP on my bill WITHOUT notifying me. Since they took over, they have gone up on my bill THREE TIMES!!! And that's in a two year time period!
I called Charter last month to see if I could get a cheaper deal since my hours got cut again at work... I found one Charter special online that was $20 less a month than what I'm paying. I called them and they said I could get that special, so I told them I wanted it. Now my bill has come and my bill has GONE UP AGAIN!!! It didn't go down, it went UP! So I call their "customer service" which is a joke, and was told I am not able to get that internet special I was told I WAS able to get when I called last month! LIARS!!! CHEATS!!! CORRUPT!!! UNETHICAL!!! UNPROFESSIONAL!!! Apparently new people can get this service for $30 a month, but long time, on time paying customers get nothing but screwed over!!! Worthless, useless, and CORRUPT!!!!! NEVER DO BUSINESS WITH THESE LIARS!!!!
After receiving my Feb. bill from Spectrum with a $25.00 increase in price, I contacted customer service. I spent 2 hours on the phone attempting to get resolution to my issues. I talked with customer service and requested to speak to Supervisor, after holding for about 30 minutes a person named Benjamin came on the line and identified himself as a Billing Supervisor. I asked for his ID number so I would have a record of whom I spoke with, he refused to give me this information, which led me to believe he was not was he pretended to be. I could not get any help with my issue, and requested to speak to another Supervisor, which according to Benjamin could only be done with a callback. I waited 5 days before I received a callback and it was from some person in Cincinnati Ohio.
Why would a person from Ohio be able to reduce my bill, as I live in North Carolina, Spectrum does not care about retaining current/old customers, their only concern is getting new customers and then jacking up the price. Spectrum is aware that in small communities as I live in that our options for cable/internet are limited. Spectrum does not provide any way for customers to file complaints, they have no retention department and the two employees that I had to deal with were very unprofessional. Prior to the purchase of Time Warner, I have always been able to get assistance to help with my account. My wife and myself are both retired on a fixed income and $300.00 a year is a lot of money to us, I am sure it is just a drop in the bucket for Spectrum.
I had BH for a few years. Bill kept rising till we ended paying almost $200 a month for a service with poor channels and poor signal for internet, when we changed to Spectrum they put us on a bundle plan and lowered the bill to $140 a month which was better. Until now we get our new bill and they say we are to start paying $180 a month. I called and they give me this bunch of crap telling me that our promotion for the bundle we are on goes up every year. By next year we will be paying over $200. WTH! We only get about 20 channels. Internet runs slow. This is outrageous.
When I ask to see if there's another bundle or savings somewhere the rep says, "No. You're saving right now because you really should be paying $204." Inconsiderate people. They think their product is gold. Unbelievable and like always the consumer is ignored and treated like a number who gives money like we have it growing on trees, I am so upset with this company because they take advantage of people. I am going to have to search other options because this is ridiculous!!!
My Spectrum/Time Warner account shows a total monthly increase of $34.64. I do understand that increases are an expected occurrence. Unfortunately, my social security amount can't keep up. Nonetheless, I called Spectrum customer service ("Mark" I.D.#**) to ask if there are any available adjustments possible. He put me on hold for quite some time, after which he said that he did find an adjustment and that my rate would only go up $3.65. Great news! Although, it never happened. After calling back about the problem, there was no record of the revised lower rate. A little disappointing. Now I have to switch back to my old cable company. It just seems like an on-going game between these type of service company's that we have to continually endure.
Our bill continues to rise. When trying to inquire with Spectrum customer service, we were flat out denied. No help, no alternatives. So we are cancelling our account. I have no interest to pay a company to treat us without respect.
Charter Communications expert review by ConsumerAffairs
Founded in 1993, Charter became a Fortune 500 company in 2001 and serves more than 6 million customers nationwide. The company is headquartered in St. Louis, Missouri.
Tiered bundle pricing: Consumers can add extra channels to their package, as desired, with three tiered options along with bundled Internet and telephone service. Plans range from 125 to more than 200 channels.
Fiber available: Customers in select areas can use fiber connections for extra high-speed Internet.
No contracts: Consumers are not required to sign a contract for the company's bundled services, and they can stop using the service at any time.
Free HD: Customers receive access to more than 200 HD channels for free.
Large volume of on-demand programming: Charter offers a high volume of on-demand content, with more than 10,000 titles.
Best for: Television fans who watch a range of programs, households on a budget and customers with special interests.
Charter Communications Company Information
- Company Name:
- Charter Communications
- Year Founded:
- 12405 Powerscourt Dr
- Saint Louis
- Postal Code:
- United States
- (636) 207-5100