We’ve used Spectrum at 2 different houses, Technicians have always been above the expectation you normally get from other providers. My wife and I are both creatures of habit and were hesitant to try a new provider at first, especially in regards to speed for a family of 4 and regular guests visiting us and my wife working remotely, but we’re glad we did as we haven’t had a single issue with internet speed whatsoever. Only improvement we’d have to recommend is that at both houses we had to call technicians to initially startup the equipment as the signal didn’t work through the app on our end, but the technicians called us ahead of time and even showed up early, only took 30 mins (probably less) both times, were professional and courteous, and were very knowledgeable. Also they scheduled the appointment the following day of the initial call to setup the appointment. Summarized, Spectrums customer service, workers, and service they provide is efficient, reliable, and professional. This is also coming from someone who generally doesn’t leave reviews but Spectrum has our loyalty over years of usage as customers.
Let me tell you, when someone who used to work in the customer service industry tells you this company has really bad customer service, believe them!
I had spectrum mobile for about 2 years and at first I thought it was great. Cell service was good. My issues started trying to merge my phone number account with my husband’s already existing internet plan. Tell my why it took 10 phone calls to get NOTHING done which each representative telling me the same thing “you’ll get a sim in the mail, the process takes a few days” when in reality all the back and forth took 2 months for NOTHING to get done except waste my time. NO ONE told us it couldn’t be done. (Btw 2 years later you still can’t). Even a trip to the in store was a waste. 2 years later my phone died and I needed it for work the next day. Went to the store to buy a new one. They will NOT sell it to you same day. You have to wait 2 days of shipping and then the whole set up process and send a request if you want to keep your old number. I needed my phone urgently for the next day as I use it for work. Because of all these terrible experiences, I left and switched to another company *cough* t-mobile *cough*. MAKE SURE TO REMOVE YOUR AUTO PAY CARD BEFORE YOU CANCEL otherwise they’ll still charge you the full amount even though you cut it off 2 weeks early from the due date. The app itself lacks functions and feels basic. Get out cause this company won’t help you when you need it.
I’ve had spectrum/time Warner Wi-Fi for over decade. It’s been okay. I’ve only had their cellular phone service for almost one year. I’m a stay at home wife and it mostly works fine at home off my Wi-Fi in the house But it barely works when I’m out and about. Sometimes it works, sometimes it doesn’t. I can’t count on it. If I’m out doing errands and I need to use the search or pull up an email it sometimes will and sometimes won’t. The map and the weather usually always work off my data but apps, email, websites, it’s very inconvenient. I had the same problem with my last provider that’s why I switched. Before that I had Verizon and they for sure were the best but way too expensive. Before that back, in the day I used Cricket and they were actually really good. The only reason I left them was because I started traveling and they didn’t have as many towers back then, that’s why I went to Verizon but nowadays all cell providers have plenty of towers. Yes it was a thing. Only the big companies like Verizon ATT Sprint, not sure if they’re still around, they were the big companies that had the best cellular coverage and the most towers.
Anyway, I don’t know why it doesn’t work good outside my home Wi-Fi range. It’s caused me a few issues now because I needed it to work when I was away from home and it didn’t and yes I made sure that cellular was turning on.
I’ve been a Spectrum customer for almost 20 years (they were Insight before being bought by Charter). I was having issues with both the Spectrum TV app and the MySpectrum app. I was chatting with “Jonathan” via the chat feature on their website because the MySpectrum app wouldn’t load at all. The representative was troubleshooting the issues and was unable to resolve anything. He kept stating there was an issue with our internet which I know there wasn’t as I work from home full time utilizing our home internet and I’d had zero issues. He asked if I could check if any other devices were having issues and I told him my husband doesn’t have the app so I didn’t know. He then told me he needed to schedule a technician to come out to which I replied no thank you because this is an app issue not an internet issue. As I’m chatting with him, my husband gets a text and email stating the contact settings have been changed to his information. Mind you, I am the account owner and my husband was added afterwards as optional when he moved in. My husband doesn’t even have the app to change anything and I couldn’t access the app to change anything. So “Jonathan” apparently didn’t like that he couldn’t resolve my issue and didn’t like that a woman is the account owner with my information being the main contact so he changed it to my husband’s email and phone number. I ended the chat then noticed on their website, there is an app outage.
Stop removing good features-deserves 0 stars for no improvement whatsoever!
I’ve been a customer all across the board for 15 months. I liked the apps the way they were. Especially the mobile app. My review is about the mobile app. First off, Upon opening the app it states to “open it”. Used to be very efficient, concise and to the point, immediately seeing gig usage, days remaining, and billing cycle. No longer is days remaining and billing cycle indicated clearly, must literally play ring around the rosie and still does not show that, other than to view statement. To view usage now is a number of clicks and not obvious as to how to get there. I’ve no idea how those who aren’t so tech savvy will figure this out. As I said, it was fine before and now it isn’t. Some times “old is better” as is the case here. Seems to me taking away good features only helps 2 groups of people - tech support and customer service. Now do to this “downgrade” certainly not an update/upgrade they’ll be plenty busy dealing w people like me calling in, getting nowhere, and being told nothing can be done and the developers did it and it’s a done deal and feedback can’t be provided to them. Sooooooo this is my feedback developers-the mobile app was fine before. Bring it back please! You’ve sealed the coffin on me leaving Spectrum. Completely! Not just mobile not just cable. Furthermore mobile payment can’t even be incorporated into the cable payment. So inefficient! Why?!
Tell everyone how to fix the app already instead of messaging us to contact you. We pay for services and Spectrum really makes us work a lot for our services. I’m really sad to have to get rid of Spectrum after all these years. But years over paying for top price internet and only getting 1/10 of it if I’m lucky, loss every week and lately more often, and rude customer service reps which was unheard of before at Spectrum…I’m out. Called last week to say after crew came out twice, upgraded modem, everything all good and still no speed after giving it a few months simply because I was away and had Covid, couldnt lower price and basically a big Oh well. Now can’t even pay the outrageous bill within 5 minutes but takes up precious time. I can only hope it’s better elsewhere. You don’t need to contact me, but please share my input. Oh, and please get lower rates for disabled that don’t use food stamps or have Medicaid, but have proof of disability an SSDI for over 5 years. I have written to state about this regarding utilities and overlooked disabled population that are suffering financially taking care of parents. I take care of my 90 year old father, I became disabled at 47 from an accident and make things work but we scrape by and are close to qualify for Medicaid but don’t. Many of us have to have internet for quality of life, physical therapy, keep in touch with family and doctors visits. Thank you.
I agree with previous review 100%. Also with the TWC app, I was able to receive notifications on my iPhone of an incoming call on my home number pretty much in real time. It would show the name of the caller and time of call, (just as it shows up on ur TV, if you have turned on ur called ID in settings on ur remote). If there was a voicemail, there was notification would pop up as well. I’d tap on the notification on my iPhone, and it would take me directly to the TWC app and I could listen to the voicemail. I could even send that VM to my email if I wanted to keep it or forward to a family member so they could listen to it.
Why is this not available? And my mobile service is thru AT&T, not Spectrum. So that is not an excuse. After the price jump on our bundle of services, and losing channels we had for years, that are no longer in our tier unless we pay extra, we are looking into “cutting the cord” and getting our services elsewhere. Spectrum there is a lot of competition out there, keep your customers happy. It costs you more money to get new customers vs maintaining the ones you have.
Constantly feels like they are trying to steal my money
I recently moved and called spectrum to let them know. They offered me the texting option so I tried that but they just told me I had to call customer support and they couldn’t help me. I then called customer support and they helped me but let me know that there were going to be additional charges to my bill next time due to moving addresses, I said okay. The next day a whole new router and modem showed up on my door step, I still have my old router and modem sitting collecting dust and had to pay for a new router and modem for what feels like no reason. I was looking at my most recent bill, my Wi-Fi charge was there, the charge for the modem and router was there and then a charge for spectrum TV. I have never applied, created an account, or even heard of spectrum TV until this bill. I tried the texting thing again and once again they let me know I need to contact customer support starting at 8am tomorrow. While the employees are always kind I can hardly hear them and they are always trying to get me to upgrade my plan and buy stuff. I don’t make a lot of money and try to use it sparingly and I’m sick of this massive corporation attempting to steal the small bit of money I have. Unfortunately this is only one of two options for Wi-Fi where I live and I’ve heard even worse things about the other company.
I got Sling do you watch specific channels. At first it worked OK, at least during the trial. Within two months, streaming is failure, it doesn’t respond to commands. Every channel on sling jumps back five or 10 minutes several times an hour, showing the same commercials and starting back at part of the show I watched 10 minutes ago! This happens every time every channel at least 3 to 6 times in an hour show, fast forward doesn’t work or only works once, then no controls don’t work at all, not even to ask it does show!! Understand this, I already watched that batch of ads and beginning of show segment and your app jumps five minutes backwards or 10 minutes backwards making me watch same thing over again, several times an hour!!
I tried everything, turned off do you, reset modem, changed electric outlet, changed to different streaming service and back.
Interesting, no interruptions or jumping backwards to see same stuff happens on other apps. If this is not fixed I will cancel! Yes quite angry because I’m paying for a service you’re not giving me!!
And don’t thank me for feedback, just fix the app or give me a refund!
I am always ill or put in strange situations that require service or help with something, the printer or I pad or the TV. They are 24 hours with immediate live agent that is always a pleasure to speak with and get any problem fixed immediately . I LOVE Spectrum. I changed and improved my standard of living...I have so many stories it would take hours. All I really want to let you know that they are honest, real and there when you need them. No one gives you the quality of customer care that they provide 24 hours/ day. Their cost is amazingly very low compared to the vultures that are competition. My best advice go Spectrum. You will never regret that. All my experiences are very real that I have never been given nothing but extreme assistance...everything, without the chase and without extra charges. They are the best. Imagine live American agents ready to help 24hours. Again I LOVE Spectrum. No bad experiences only good!!!!
Don’t even call them to ask about the mobile service!
I did that and before I knew it, Ithdy sent me a phone and They refused to take it back. They finally said I could return it to the spectrum store but they would not take it back either. They have billed me at least 4 times even though I told them I was with Sprint and didn’t know if I could get out of that service. I haven’t been Able to f/u with it but you can bet I will. They are Liars and thiefs!!!! I would give them an even lower score if I could. I was taking care of my 94 yo mother when this happened. and she has now died ! I haven’t even opened the box, in fact I don’t even know what model it is . the SIM card is not installed and yet they won’t let me return it and have charged me all this money. The guy I spoke to knew I wasn’t buying it and he even said well , if you do want it, don’t buy it from the store, call back and buy it from me! I am giving you fair warning, stay as far away from Spectrum mobile as possible! DON’T EVEN CALL THEM ! If they lie and cheat sending and charging you for a phone you didn’t want them no telling what they will do in the future ! !
About 2 months ago, as I was going to check my bill status on MyTWC app, I was alerted to the new MySPECTRUM app. So I downloaded it and took a look and saw that everything looked okay, but there was something lacking; a way to check and edit my voicemail. So I continued to use the MyTWC app for that purpose. As a matter of fact, I used the MyTWC app about 3 days ago. Now today, I’m told that I have messages on my phone, so I go to check them from my app to clear it out because I know it’s mostly spam calls that are too stupid to recognize a voicemail system. But lo and behold the MyTWC app won’t login, it just keeps referring me to the MySPECTRUM app which still doesn’t allow me to access my voicemail. Other than checking my voicemail, bill amount or equipment status when I see a issue, the app is worthless to me. You can’t schedule or change the scheduled time of a repair, and I can’t check my voicemail without dialing into the system and punching in a bunch of numbers. The older MyTWC app was so much better! Either fix the new app so that it’s comparable, or allow people to continue using the older app. I kinda wanted to give it a 1 star because of what it can’t do, but decided to give it two stars because of what it can. Still got a long way to go to make up the difference.
First of all, if you’re forced to get Spectrum as your wifi, I’m sorry. I was 18 when I first moved to my apartment for college and had to set up Spectrum WiFi. They gave us a router that was 4 generations outdated. It caused our WiFi to go in and out for 2 years. We were able to connect any devices other than laptops and phones to it, which doesn’t seem bad but we had multiple gaming devices that wouldn’t connect either. After two years, the old router finally went out and wouldn’t come back online. After MULTIPLE hours of talking to spectrum about fixing it on our end, they finally said we could bring it in to a store and replace our router for a new one. At 10pm after 24 hours without WiFi (mind you there are 4 college students living here who have work, class, and hw online) we replaced our router for a new one that was multiple generations ahead of what they had given us. We were so angry that they put us through it. We never complain about customer service, but this is the worst experience we’ve ever had. Scammers all around. Not only that, but during storms they will send storm warnings and give you links to check your area, but the links are never accurate and will never take you where you want to go. F spectrum all around.
If I could change cable providers I would but because where I am located at this is the only provider that service the area I live in. Let me start off with the random service outages that occur on a daily basis. And the outages last well up to 8 hours. Which means my family is without cable and internet service. Just this week I’ve experienced 3 within 24 hours. I’m sure there have been more, but I’m unaware of them. My daughter home schools so when the internet is constantly down then it affects her learning with her teachers online. A $6 credit isn’t going to compensate the hours that we have to go without internet and cable service. It’s an inconvenience and frustrated to say the least. The service acts up on a regular but the company wants their monthly payment on time but I can’t get reliable service???? And let’s talk about all the channels that have been recently taken from my package deal but the company wants to still charge full amount for channels I no longer have assets to. My daughter can no longer watch her favorite channels Disney junior, freeform etc. If I could put my home up for sale and relocate to receive better cable and internet service I would definitely do it because Spectrum is NOT it
WARNING: Don’t use this app, it’s a DISASTER! I had trouble with the website so I logged into the app to pay my bill. I attempted to make a $40 payment with my debit card. I selected the option “pay other amount” and fully excepted to have the options to choose the amount of the payment, the payment date, and the payment method (as I do with ALL of my other apps). Unfortunately, after I selected the "choose other amount option" an ad popped up asking if I liked the app. Annoyed by the interruption, I clicked no. Then I received a receipt for a payment of $103 to a credit card I stopped using months ago!!
I searched the app for an option to edit or cancel the payment but found none. I searched for an option to change my payment method and to delete the credit card but found none.
I called Spectrum and 1.5 hours later after speaking to 4 different representatives, I was told that there is nothing that Spectrum can do. I was advised to call my bank to stop the payment (in my own time, dime, and energy). Furthermore, representatives were rude and didn't seem to care about my concerns at all.
Because of that experience and the slow and intermittent WiFi, I will probably cancel my account!! 🙃
My rating is negative 5 stars! 👎
My grandparents have never had internet since they bought their home in 1954
I was out shopping and for some reason the Spectrum store really drew my attention. I stepped in, signed up and 15 minutes latter I had a same day appointment for a first time installation. I did this for my grandparents they where never much of internet, iPads , computers, and sill have a S5 Iphones….
The spectrum technician Lee was on time. It took him by himself every bit of three hours to install cable from the electricity poll to the house. I felt so bad it was in the middle of June and the temperature was in the three digits. He never complained just smiled and assured my wide eyed grandparents the job would get done by 6pm. He currently did complete the job on time. The then local channels only tv was transformed into a RUKO smart TV and Pluto Cinema.
They are slowly progressing over to other applications. But the look on their faces was all made possible by the staff and of course Spectrum. Thank you for catching them up to the 21st century… or at least some of it. Thanks for reading !
I’ve spent 26 hours trying to install all of this new stuff that keeps arriving to “upgrade our equipment” and nothing works. The history I could write would take another 26 hours but since I’m NOT being paid (or even credited) for
doing THEIR technician job, I’ll spare you. Before you get suckered in, check out Alta Fiber or other competitors locally. They were a massive improvement over Time Warner when they purchased it and now, it’s the worst service I’ve ever received and ironically, the most expensive - and - it’s mostly supposed to be entertainment. It costs MORE than my Gas and Electric bill which btw, RARELY goes out and they never ask me, the customer, to self-install unsolicited new upgraded equipment (that ultimately doesn’t work!) SIMPLIFY before continuing to get deeper involved with Spectrum. I think it will be easier to sell this house, but a new one and move starting over with wireless infrastructure for TV and internet than to continue to build on this 23 year old system that enters the home from a single coax cable and then becomes some split octopus of abandoned wiring in my basement. Absolutely the worst company I’ve with which I’ve ever attempted to work. Richard W
Hello, I don’t usually leave reviews but this has to be said. Anytime I try to load the Spectrum app it does not load and gives me an error making payments or viewing account info no existent in the app. Being a huge inconvenience when payment times come around or trying to acquire basic account information, if I am using the download space for this app that I could use on a different application, this app should be able to at least perform the basic functions let alone load up entirely. I was also started last year at a price of 75 dollars a month and was never told anywhere in my documents or by the rep that set up my account that it was a promo deal and my bill amount now is 90 a month. With that being said the service provided by the company is decent and there’s not much downtime to updates or issues on the service itself, it’s just very inconvenient to have a non-functioning application and a non-transparent new service account when it comes to payment pricing for service, thank you enjoy the day.
I was told I was going to keep my internet speed and get cable for 5 dollars more because I was on an old plan with brighthouse, in addition there would be no installation fee, once they installed cable, I was downgraded on my internet’s speed from 200 to 50mbs, also I was charged for installation, I requested them to just please put me back on my old plan, I was told they no longer offered that speed since it was Brighthouse. Yet I had it 20 minutes before. After getting the run around and speaking to a supervisor, he assured me that I would get my speed and be given it at the reduced rate I was on prior. It never happen, I called again and was told they could up grade my speed to the max speed offered in my area but there was a 200 dollar installation fee. I wish there were other options for internet in area but sadly this monopoly has bought out every cable company So they do as they please. With disregard for the customer. If I had other options besides dsl I would gladly pay double, just to not deal with these thieves. Oh and this app doesn’t work it’s on “authenticating” screen, apparently it’s he only screen within the app because I’m still “authenticating” .
Good User Experience to Manage All of Your Accounts
I have TV, Internet, and Mobile service with Spectrum. It is nice to be able to track mobile data usage, view current and past bills for TV and Internet, as well as change plans (for any accounts you own). It is a one-stop place to manage all of my different accounts with one app.
The one thing I wish this app could do is to purchase phones, or at the very least research options and costs, all within the app. You can do this with TV and Internet, just not the Mobile side of things. I would like to have the option to be able to upgrade my phone in the app. This way, any new phone purchases are automatically linked to your account (don’t have to sign in online). Hopefully that will come with a future app release. Time will tell, I guess.
Overall, this is a solid app that does everything I need it to do.
Spam emails generated through Spectrum/Charter Communications
I have been a Spectrum customer for many years and thus have the Spectrum app. From the very beginning I have been bombarded with promotional spam e-mail that I am not able to report as spam or unsubscribe from. When I attempt to use the app to unsubscribe or report it as spam I am informed that the information is based upon my apparent likes. Absolutely none of this is desirable to me. It is endlessly annoying spam. In fact many times I delete one of these promotional e-mails only to receive the same one seconds later. The only possible source for this type of spam must be Spectrum or it’s parent company Charter. I do not pay for my internet service in order to allow Spectrum to drown me in promotional spam for which they undoubtedly receive additional compensation. So if this update requires me to continue receiving this kind of promotional spam, with Spectrum not allowing me to unsubscribe from it or report it as spam, then Spectrum will have failed it’s duty to me as a customer.
Me being completely on my own and at my age I am completely honest about the service that I have received with the things that I do like and everything else. I will like to say that the address to the site when I was trying to make sure that I had returned the other gear tech that I needed to turn in to receive a discount and recycle the things properly so I don’t have any issues with my personal life or anything that I wouldn’t want anybody else to have access to due to my own issues with my own family and everything else. But I am completely satisfied with the customer service that I have received from the technicians and everything else thanks again for the service that I am definitely looking to keep for the duration of my experience with getting into college and completing my therapy and everything else. -Malquan D. Waithe/Collins aka Quanny
I have been a Spectrum user for over a evade and they do not show any care in people using their service. I have made payments consistently every month but for some reason 11/17's payment disappears. They sent no notice until one day they robo called me to inform me of late payment and they would discontinue my service. Their accounting is deplorable. Customer service doesn't help. Went up the chain of command as far as they would let me go. I demanded to go higher and was rebuffed continually. I have two kids with autism that have a routine of watching online programming every day. Yet when the service gets interrupted because Spectrum decided to disconnect the signal my wife and I have to calm our kids which is not easy due to their condition. I have had accounting issues in the past where they made error and we fixed them. However even though we have a receipt stating that payment was made they will not honor that. I was told that a receipt is not proof of payment. Funny.... Every store that I make a purchase provides a receipt. They are bound by that receipt. But not Spectrum. Spectrum is a fraud. The Attorney General for my state had been informed.
I am extremely frustrated with this company
I wanted to switch my mobile service to them and the first step is you have to have another service with with. I do have a home in wi and IL. I have their service at my home residence so I make the call to make the switch on line but couldn’t complete as they wouldn’t allow changing the address to where the phone would be shipped. So I explain this to the customer service person who took over making the order to ship the phone. I asked for confirmation that the correct address to ship was on the order and they confirmed yes. So I make payment to process the order forward. We complete the call. I get email confirmation that the phone is being shipped to my address in WISCONSIN not Illinois as requested. So I call to see if it can be corrected they state no as you made payment. I am quarantined in IL. My phone will be sent to WI and there is no one there to sign for it. I called again to see if they can instruct FedX to send to Illinois not possible. Please revisit this order conversation and tell me what could I have done differently to not be here 🤬
So I got a coupon for package and the woman even agreed when I said is this your highest speed cuz I need for security system woman cx serv rep says yep ‘lies so now I need my Internet updated to the higher speed with no cost but if it’s there fault then they should have to send someone out and change routers to accommodate a customers security system!! It’s not convenient to go to the Store to change it cuz not every body has a car. I don’t. But I get rides although I’m fully disabled and would help me if they come out to my address and check all wires so I know my security system is set ! There should be an option on the website to be able to push button to upgrade at no extra cost and put your information done name and such . Address and then service man deliveres to you plus makes sure it’s all connected wires for the internet are all connected and in good spots for security system to work correctly . Thank you
Your Customer ,
Rachel Sloan
I couldn’t remember whether I made a payment for the month. I checked the app to see if I had a balance. It showed that I did I had a billing amount. Subsequently, I made a payment. When I discovered I made two payments for the same billing period I contacted spectrum as my bank cannot stop a pending transaction. Spectrum, rather the csr Stephanie K. stated that they could not stop a pending transaction too. I asked if I could receive a refund check, because I do not like vendors holding my money for a credit that seems to disappear at times. The CSR said that they had spoken with their supervisor just yesterday about the issue and the supervisor had said it was not the policy of Spectrum to issue checks, rather they issue a credit or debit card. I said I would like to speak with the supervisor. Stephanie said she had spoken with her supervisor and that that person was not going to provide a different answer. Then she lapsed into how Spectrum pays its employees in card form. It was amazing how we went from talking about getting me a refund to her receiving paycheck via debit card! I am not impressed with the app, nor am I impressed with Spectrum’s CSRs.
Spectrum does not have customer service they just have sale reps that try to sell you stuff instead of fixing your problems, my problem was that they secretly increased my price by 20 dollars and constantly kept down throttling me. I pay for 500Mb internet but could only get about 125Mb on a good day. I figured out that the modem they sent me was not capable of 500mb speeds. So I felt ripped of and switch my provider, well I tried to switch but they wouldn’t let me cancel. I told customer service I did not want any promotion deals because I already have my new internet provider set up. “All I want is to cancel”, And they just kept trying to sell me crap and trying to convince me to cancel with my other provider. I’m an not exaggerating that it took me about an hour to cancel my account, and I talked to a total of 3 different people. I was getting frustrated at this point, during this ordeal I kept hearing the person I was on the phone with giggling like it was a joke and her chattering with people in the background.
0/10 will never use again
I just wanted to let you know about the services that you offer and that it is great and I do appreciate during this pandemic that y’all have the compassion to let us have payment agreement and you break it down and everything like that the agents are always sweet and it’s not like they’re trying to rush you or talk rude to you or anything and I have recommend you to so many people and again I just want to say thank you and continue to keep keep up the good work I just want to thank Spectrum I enjoy your services that you provide and I also enjoy appreciate that during this pandemic that you give us a chance to make payment arrangements and you know you just reach out to us and when I called I always get excellent service from the agent and I am I have recommend Joe to so many people because of your service and I am just wanted to let you know
GET THE INTERNET FIXED IN SOUTHERN MIDDLE TN NOW! I’m so sick of having the internet go in and out all the time lately. It’s become so unreliable:( I pay a fortune for your TV & Internet monthly. I don’t know what’s going on with your company for the past several months now, but you’d better get it straightened out fast. The TV portion is working right now but there have been issues with certain channels being heavily pixelated & freezing up at times to where you can’t even finish watching your show. It’s frustrating. But the internet is NOT currently working. I’m sick of paying you monthly for the full overpriced amount that I’m billed as it is, but this makes it ridiculous. You should credit people’s account & make our bills less when there’s so many issues with your service. I’ve thought about changing jobs to where I could work from home due to health issues & convenience. But that would require a reliable internet connection at home & sadly I can’t depend on you, so that limits what I can do job wise. I’ve been a loyal customer for years, but I’m thinking of taking my business elsewhere.
There’s a few bugs but nothing that makes it unusable
Coming from the AT&T app which was such a pain in my back that it hurt my chest, the Spectrum app is like that moment when you feel the painkillers kick in and it all just melts away. No exaggeration. I physically feel relief using this app after using AT&Ts app.
You can see exactly which devices are connected to your WiFi and kick some off if you don’t recognize them or they’re using too much bandwidth. Or idk, change the password and ground the kids. Also you can easily and immediately change the password or WiFi network name but keep in mind you’ll need to reconnect everything manually if you do change name/password of the WiFi.
Pay the bill in a couple taps, change account settings, check status of all your spectrum equipment and restart anything if you need to, add or upgrade whenever you want.
Seriously they absolutely nailed it.
The only real bugs I’ve noticed on multiple devices is the Home Screen scrolls faster than what your finger is scrolling. Only the Home Screen, and it doesn’t jump around so it’s not a real issue aside from taking some time to get used to and dismissing in-app notifications doesn’t dismiss in-app notifications.
I normally despise a forced required update. It brings to mind Windows.
With that out or the way, this current app build is filled to the brim with problems. I attempted to notify Charter Communications support about them. I even notified their security team, both replied that the problem does not exist. I through my research found the app is leaking information through a previously known exploit.
When I informed their security team of the bug, I used the standard CVE format, and apparently no one in their entire company knew what that was. The first person emailed me to specify what a CVE was, At first I tried to expound on the problem. A second email reply however was even stupider than the first. ‘We are unable to determine what this CVE acronym means, if you are unwilling to tell us what cve means then we will be unable to assist you’
I was floored. As Im sure the entire tech world is as well. I didnt bother attempting a second time. I simply copy pasted their response and came here to write this review in hope someone with a brain will be able to assist me and hopefully understand basic tech terms to patch their app.
I have been going through some tough times so I couldn’t pay the cable bill for a couple months. Well they shut the cable and WiFi off like they should have. But I got another bill in the mail and they are expecting me to pay for the month that the cable and WiFi was shut off. They are crazy for that and that is pretty much just robbing people. You think when they turn off the cable and WiFi so you couldn’t use it it would stop the billing right? NO they call it a “soft disconnect” and you still have to pay your monthly fees without being able to access the cable or WiFi. And the lady said all you have to do is pay it. Well Karen you think I would be behind if I could just pay it. That is crooked business and they should not try and charge you after they shut off what they are selling you. Shows what kind of company they truly are and how much they care about their customers. That is horrible now the WiFi and cable was great but will never use them or recommend crooked businesses to anyone.
When we sign up for spectrum we asked for unlimited. Spectrum changed the Webster Dictionary definition of “Unlimited “ to “Circomscibed”. At 20G. This is so un fair I got email for my second phone number which belongs to my husband, he did not receive. Also no warning he was close to this “unlimited” cut off! Like 6k over. When I got email. If all commercials and advertising UNLIMITED, spectrum needs to add “BUT”. Who gives businesses the right to legally mislead people for their personal gain? I would certainly like to know. Why didn’t spectrum just say well NO our “Unlimited plan isn’t unlimited and offer up front the “Unlimited Plus”? Probably because there is a TRICK to that plan as well. I probably won’t be able to find the TRICK until I sign up and 6 months plus down the crappy service road. To my knowledge this is first email notification I have received and we have had less than SLOW data from beginning of billing cycle to end. Of course I’m shopping around!
There’s a photo of device management, but there is none on this app. I really need it, so I can limit my kids’ WiFi access and schedule when they’re allowed access. I tell them to be done by 9p for bed, yet one of them continues to go past that and changing the WiFi password doesn’t work because my kid uses an Ethernet cable and somehow doesn’t need the right password. I will resort to unplugging the cable tonight, but he’s likely to just plug it back in. I’ve had problems where I can’t edit the WiFi password on the app, so I’m unable to change it back. And another kid doesn’t do her chores like I’ve said to.
I’d really like to manage their devices without directly confronting them every time and confiscating their devices or computer. It’s tiring having to repeat my stance and reasons every time. Back before having the computer with an ethernet cable, the kids wouldn’t put up much of a fight when I used to be able to manage their devices on the IP address, but that IP address is gone now.
The app is great it does what it’s supposed to. The service on the other hand is not the greatest, my internet shuts off at the same time every night which is about 12am. I have made multiple complaints, they even sent someone out to check my wires he was a total spaz, he sat out in front of my house when he first arrived windows up music blaring for about 10-15 minutes until I went out there to knock on the window and hurry him up. Then he went all through the house inside and out checking the wires and connections he said everything looked ok but there where some extra wires that needed to be removed from the pole in front of my house apparently these wires are causing the interference in my service so someone would be out to correct it….that was months ago.
I had to give Spectrum 1star to write this review.
12 years ago when this company was Brighthouse we signed up for all our services, home phone, internet and cable. It’s always been a touch and go service company as our home is in a short term vacation rental community.
That said, the quality of service from Spectrum is so not up to par that I feel they are not even worthy of of a decent review or rating.
Going “smart” ie paperless statements, autopay, internet dependent home devices ie heating/air, security, refrigeration etc that is internet dependent is rendered useless by Spectrum’s laksadasical attitude toward priority for providing prompt attention to restoring and maintaining this service.
Therefore, I will be returning to mailed statements, manual payments and removal of all “smart” devices from our home.
I will start with saying this is my first written complaint, it’s so wrong that I pay for good internet service and I receive pour to no internet service.
I’ve a customer for year and have been advised that my pour to no service is due to being at the end of the line which sounds so Absurd with all the technology in the 21st century and I have to endure this ridiculous excuse and highway rubbery.
When I call to advise of the issue I'm on hold for so long it’s ridiculous that I have to call each and every time it happens in order to be reimbursed for my no service.
I guess it sad to say that most companies have found a way of ripping honest people off very easy by ignoring them because no one has the time.
My sincere thanks
Terrible Service. Choose a different provider if you have the option
I’ve had spectrum for about two years now, as that is the only provider available at my apartment complex. I STILL have not had a full day of my internet working. When it does “work” it’s either slow as molasses, or will just disconnect from everything and reconnect ALL ON ITS OWN in about 5 minutes, which I’d argue is worse than it just not working at all. When I go to my mothers house on the other side of town, the Internet won’t reach any room that is not the living room (where the router and modem are). They have had dozens of techs come out and even upgraded their package for stronger internet that works even WORSE than the cheaper option. If I could give negative stars I really would. Don’t bother calling spectrum unless you want the run around or be told “move somewhere else so you can get better reception”. All the tech did was look at things we already looked at and told us things WE TOLD THEM. Really, really bad service.
5/9/19- latest update (7.4) allows me to check home phone voicemail, so that’s a much needed fix, thank you. Still needs ability to chat and I have yet to attempt to pay bill through app but hear that may still be an issue... still holding out 5th star until a later date. Separately I will agree that prices are high and there is no easy way to change plans TWC to Spectrum and be rewarded for being a long time customer, however I won’t allow that to influence my rating for this app and it’s improvements/refinements.
Since being forced to move from Time Warner app to Spectrum app now I can’t check my home phone voicemail and now you can’t chat the agents, you must call or email. Way to go Spectrum, making it more difficult on the customers and simpler on yourselves, so much for the age of customer service... horrible!
I can’t find My Library/Watchlist anywhere on my iPhone Spectrum app. I reloaded the app and I’m running the latest version. It’s been increasingly difficult to find, but I can’t locate it anywhere in the app today. I was sad when you made the change quite a while ago that no longer allowed various family members to have their own watchlists on their devices. We all had to share one watchlist after that change and find “our” shows we liked to watch. But, now, I can’t find a watchlist or my library at all on my mobile app. Did you remove that feature? I used it almost daily since I only watch TV on my iPhone. Also, why are all your tips and support helps about how to access info on the TV app? Why aren’t there helps for where to find stuff on the mobile app? I can’t press “menu” on my remote to find stuff on my mobile app.
The app is poorly designed. When an update is push you are forced to update right now. That is poorly elementary level IT personnel writing that. This current update will not complete. It downloads then when I try to go in it downloads again. Hopefully this will be corrected soon. I will not be paying my bill until it is. Much history of poor service from charter. Including noise from house. Tech disconnected all wiring from spectrum installed amplifier and left. Took a few months to get the billing corrected. Will never go back to TV services due to that. Will go back with competitor for internet if this is not corrected. I refuse to be the customer having to bend over for a service I pay for. Hire competent people. Place a policy that updates are optional for the first week released.
While the ability to schedule and pause devices from your mobile device is nice in principle, it doesn’t work nearly as well or with nearly as much flexibility as accessing your router using the old-fashioned Internet interface method. Then, occasionally you will not be able to see any of the devices on your home network in the app for hours at a time - and you will not be able to pause, unpause or schedule any of them, period. A real dilemma if you need to use them for, say, work or something! If they are paused, the only way you will be able to use them is to do a remote factory reset of your router, erasing all of your scheduling, network information and password. And then manually re-enter that stuff again and hope that the list re-populates. Or you can sit on hold waiting for help. Forever. But that’s another unrelated part of the Spectrum story. As for this app, beware. Badly designed controls, spotty usability.
I lost my Internet this past week and I had to call spectrum seven times the second time I called I asked for a technician to come out because they could not fix it over the phone. They ignored my request. Finally the third call they said they could get a technician out but it would be a few days before they could. That was unacceptable because I needed the Internet for an important matter. They finally called me and got me a an appointment for the next day but when I called back the automation system said my appointment was still for a couple days later. When I asked to speak to the dispatch about the appointment they said they could not transfer me that no one calls dispatch. I finally resorted to a computer guru in my neighborhood. This man came over and fixed my problem within five minutes. What is wrong with spectrum? They have a lot of people there who don’t know how to fix a problem that a 70-year-old man was able to fix in five minutes. When it was Brighthouse service was 100% better.
The only service that shows up in the app is my mobile data and plans. However, the internet and WiFi tab has a plus sign next to it that says ‘add internet services” despite already having the same internet service for years.
I can not access my admin page for my router settings because the app does not show my internet service. When I put the IP address in my web browser to manage my router, I am prompted to download the app to access my router settings. However, the app does not acknowledge my already existing internet service. It’s been a constant loop, and I am not able to access my routers admin page. —— I really wish this would be fixed because I can not view the devices connected to my network, I can not change my network name and password, and I can not access DNS settings. **This glitch in the app has prevented me from gaining access to my network settings for several months which is a huge problem!
Help! MLB Ch 90 is not “available” tonight as a pre-season game began at 8 pm. Why?
Why is the MLB Channel not working, not available tonight on the last night of the baseball pre-season exhibition games are played? Games were scheduled. Now, tonight, there is a fresh block on the channel. We have waited all day to see a game. We are once more disappointed in Spectrum’s service - or lack of it. We have been loyal to cable in Lexington, KY since the beginning. Pricing has escalated and is far too expensive. The Internet Speed is not near what we pay for. It is highly stressful during COVID to have to deal with another breakdown and disappointment in expected service. What can a customer do? Cable news and rerun movies are wearing us down as time goes by. We, like many, want to see sports again. Live All-American Sports! Let’s get this right for the health and well-being of our Country and all!
Used app to look up current bill amount. My dog jumped in my lap causing me to nearly drop my phone. Grabbing my phone, I inadvertently touched the blue button. It immediately paid the bill! There was no “check your info is correct and select the submit button”. There was no confirmation screen. My intentions were NOT to pay the bill, rather to see how much I was being charged when my channels and viewing quality were terrible! Consequently, nothing could be done on their end. I was told I’d be charged $25 if a return payment was executed, not to mention the bank fees! All because I accidentally pushed a button when preventing my phone from dropping. I asked the CS Rep if she’d heard of this happening before, surely I wasn’t the only ‘klutzy customer’ and she said ”oh yes, many times.” I could only say, “wow, seems like that should be fixed.”
I’ve been trying to get help for two weeks. Billing , technical support,
Customer service. All are separate services and they just keep passing you on to another service and you have to explain over and over again. If while you are talking to them and the call drops they can’t call out to call you back. Then you try to call back to finish the conversation and you can’t talk to the person you were talking to. Guess what? You have to start all over again with a new person. I bet if they look at the notes they took down while talking to me they’ll see I was passed on to 6-9 people . Spectrum is great for Internet but are clueless to think they can run a successful mobile company! I need to get this straightened out so I have a phone that actually can work. One representative told me today that they began mobile service in 2018. That’s 5 years ago. Give it up spectrum because we spread the word and you’re losing all of us.
I have recently had issues with my internet, and have attempted to use the chat feature within the app, and it is a completely buggy interface- and heaven forbid that you have to navigate out to use a website- the app forces you to reverify and sometimes won’t connect back to the chat. It’d be nice if Spectrum could recognize when an account holder is chatting them- as it is unnecessary to require a log in AND your name and service address. It took almost two days of restarting the app for it to let me chat again- if this is a design feature why do you even have an app?
Update since Apple thinks I need to update my review because the developer “responded”- asking me to private message you on Facebook to an Apple review is incredibly poor form. I’m also not following bitly links to “provide more feedback” that I am sure you will ignore. Apple should have more sense than to treat “contact us elsewhere” as a valid response to a negative review.
I’ve been with spectrum since they were Time Warner cable I’ve seen that they had two separate apps which it was extremely convenient now they have merged mobile and Internet applications into one I’m disabled and a truly simplifies my life I’m not gonna say all my experiences with them was stress-free but what I can say is any time something wasn’t right or had to be fixed or adjusted they came through 100% thank you spectrum and all your impeccable employees and if there’s anything or any advice that I could give to anyone as far as Internet and mobile services at one without a doubt I recommend spectrum And if you’re disabled they truly do treat you as an equal thank you again spectrum
The app has a pleasant UI and works well for managing spectrum services, no complaints there besides it being a little slow.
What isn’t fine is the fact that I MUST use it to make any changes to my router. The interface for this is clunky, slow and lacks basic features. I can not change the Wi-Fi band, assign static IPs without first using DHCP, view logs, or configure anything beyond the most basic settings.
The best part? I can not troubleshoot the device if there’s no uplink, as the only way to do ANYTHING with the router is through the app. The device randomly shuts down the local net? Who knows why, just have to wait and see if it starts working again. Awful.
I’ve always used my ISP’s router in the past, but this is intolerable, so I had to set up my own.
I get you’re trying to make it user friendly, but you don’t need to remove configuration options to do so. It’s just silly.
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