Toya A.
Do not choose Spectrum for Internet
I really wish I could give 0 stars. I decided to give Spectrum internet a try since my own internet has been down for 6 days. I called on 12/11/22 and spoke with the sales rep Robert, I told him exactly what I was looking for since I work from home now and specificed that I only wanted internet. He told me that he could give me a great deal and that my payment would be $44.98 plus free streaming. I asked him if there were any other fees that were associated with getting set up and he said no. Thought that was the end until I received an email confirmation of my order and saw that he added services that I did not ask for. I called back and spoke to Todd and he told me that he needed to transfer me to Retention. I spoke to another rep named Eric and explained the situation to him once again and he apologized. Eric told me about the $19.99 set up fee for self-install and I informed him that Robert did not inform me of this and I specifically asked if there were any other fees. Eric once again apologized and changed my order. He did said that they could not honor the $44.98 price that Robert gave me because internet by itself was $49.99, I said fine. He told me that once I receive my 1st bill, I can call back and speak with Retention about having the $19.99 fee waived since I was not informed of the fee. My equipment came on 12/13/22 and when I went to set up/following the instructions, surprise surprise I had an issue. Called Spectrum again and the lady by the name of Elizabeth I believe said that she can have a tech come out the same day between 6pm to 7pm to assist because my wall outlets in my room were inactive. Time was 7:30pm and no tech. Called back again and spoke to Suzette, she informed me that somehow my name and address were inputted wrong and that the tech was delayed. By this time, I had had enough and told her to cancel the service and I will send the equipment back. She had to again transfer me to Retention and spoke to Sean. I told him to cancel my service and he apologized. He politely asked why and I told him everything that has occurred since 12/11/22. He understood my frustration and said that he would cancel right away and put the reason as poor customer service which is very accurate. I see why people complain against this company. You have sales reps 'promising' things knowing good and well they are lying just to make sales goals. Then you have ones that can't tell a name from an address? Are you serious? If I do decide to switch internet providers, Spectrum will not be a choice for me. Not after what I had to go through. If that is how they treat their customers, good luck to the ones who are still with them.