Spectrum

Reviews 3

KR

Kristy Hoffman

Over the past several weeks, my internet has worsened to the point where it is virtually unusable. Initially, Time Warner said the problem was a broken wire. They came to our house and "fixed" it. Nothing improved but it didnt worsen either and at the very least I can say these men were polite and spoke English. A week later, I cant get Facebook to load, email is a nightmare, even searching Wikipedia is impossible. When we called, we explained that we ran a ping test and our packet loss is between 4 and 8 percent. The technician we spoke to didnt seem to know what ping is... Despite this oversight in his training (if he had any at all), he was condescending and rude. Mind you, we werent trying to be know-it-alls, we were trying to provide enough information to finally fix the problem so attitude was not necessary. After an entirely too long conversation, wed gotten nowhere fast. He said there was no problem with our service and that were seeing dropped packets because "you cant do the long ping with only a 20 Mbps package". That was the last straw. My fiance hung up. The representative proceeded to call us over and over for 10 minutes and leave 2 minute long empty voicemails. When *I* finally picked up because Id had enough, he argued with me saying there was nothing that could be done and we just had to pay for better service. I called bull and asked to speak to a supervisor or another technician. He huffed about, wanting to know why, insisting that any other technician would tell us the same thing because hes right. For some reason he kept asking, "Well, have you spoken to another technician?" I finally cut in to say, "No, because you wouldnt stop calling and you cant dial out if the phone wont stop ringing." I mean, Id literally resorted to hanging up on this person every couple seconds to avoid receiving more empty voicemails so how he expected us to place a call is beyond me. While waiting for a supervisor, he continued to argue with me and insist upon his superiority as a technician because hes been wasting time and payroll for 17 years. At one point, he bluntly said, "There is nothing wrong with your service, what do you want me to do here?" This lead me into a tirade...he really should have just shut up but even after my rant, he continued to argue! I continued to demand a supervisor or another technician which was a hassle in and of itself. "John", as this heavily accented man is supposedly called, was like a dog with a bone. If he wasnt babbling like a madman, he was typing in the background. Im thinking to myself, "WHERE IS THE HOLD BUTTON?!" I would rather listen to tinny piano music than this tripe. Remember - Id spoken to a native English speaker a week or so earlier and they outright stated there is a problem so this guy is really just wasting my time and running through what little patience I still possess. I eventually asked for him to have his supervisor call back when available but was told this might not be possible because there isnt enough time... So I sat there listening to "John" type. When he said the supervisor was about to come on, I passed the phone back to my fiance who was eventually put on hold (found that button, eh?) and then told hed receive a call back shortly (WTF?). That was over 35 minutes ago. We called back a second time and somehow managed to find someone with no accent who politely disagreed with the former "technician". Whether our net problems are fixed after this remains to be seen. I would report "John" but Im pretty sure thats not his name, especially since he had to pause and think about it first.

SH

Shannon Reddy

Where do I start? First, it should be a zero star rating... The equipment that you receive (and pay an arm and a leg to "rent") is old, outdated and used. I literally picked up a new remote control when the other one bit the dust, to find that it had food crumbs and some other mystery "funk" on the remote. If you are going to reuse old, used equipment, can you at least wipe it down first? Theres nothing quite like opening the professionally sealed bag and finding a remote with food smushed in the controls. So disgusting. I was given a modem that went bad twice in one month, third time was a charm when I was finally given a current model which worked. Surprise! The up-to-date technology was the winner with my up-to-date computer and TV! I was living at an apartment where cable was included in the rent. However, I wanted HBO to watch Game of Thrones. I was forced into purchasing HBO and renting a digital box/remote through Time Warner because I was told that I couldnt just pay for HBO. All I wanted was HBO so that I could log on to the HBO Go. Why did I need the box and remote? Then, when I tried to stop the service, I asked them to send a box so I could return the box and remote. Nothing. No box. Got on the phone a second time, talked another person, explained that I didnt get the box as promised, he apologized up and down, telling me he was send it out tomorrow, I heard some typing on his end so I assumed he was doing his job, but one week later. No box. Called a third time, apology, typing, promises... No box. Ive since learned that "they no longer send boxes but I can mail it in at my own cost if Id like." Wow. Six weeks later i learn this after getting charged for the equipment fees in the meantime. Which brings me to actually going to the drop-off location. Nightmare of nightmares. Unless you get there before they open, you need to resign yourself to at least an hour wait (which is why I wanted the box to return my equipment in!) They really need two separate lines, one for returning equipment which one would consider easy and fast, and another for other questions, billing, etc. I mean really? I literally just want to drop off a remote control... Youre going to make me wait in line for an hour plus, where I have to stand the entire time (because forget about getting a comfortable seat! There arent enough of those!), getting more and more irritated. Then I finally get up to the window and my transaction takes two minutes at best. Come on Time Warner. Im hoping that Spectrum is a bit better than this, but I dont have high hopes as this would be a complete overhaul.

RI

Rick Simonds

Terrible customer service. Called in on Dec 22nd 2016asking to lower my bill that went up for Internet by 20$. The representative seemed like i was bothering her for calling customer service, said nothing can be done. Actually told me that i would need to downgrade and pay more money than my original invoice. I requested to speak with a manager, she told me I was not allowed to speak with a manager. Sent me to a vm and I still didnt receive a call back. I called on Jan 16th 2017 today explained it to a rep named Ramon he said nothing can be done. He said "you agreed to a contract for 12 months right?" I said I called inot last year explaining the same situation and they took care of me. I asked to speak with a manager and waited on hold until he connected me. Jasmine came on the phone said that I would still need to downgrade speed and pay more money that I did a month ago. Asked for her to make a note on my account and to call if a new deal was to arrise in the future. She said that bc Spectrum is in the mix they are actually going to begin charging mote for stand alone internet. Made my decision pretty easy to find a provider that actually cares about people. Ive only been a customer for 7 yes. Sad to see how much Time Warner aka Spectrum cares. Again Im asking for them to pick up the phone and call me when you want to win back a loyal customer. 2/22/2017 Yet again terrible experience with timewarner spectrum. Called in did as much troubleshooting as humanly possible and still have half the speed with are paying for. Extreme testing at 12 by 2 1/2. They adviser me not to downgrade and save money but to drive to a local store a swap out a modem. Fought for 30 minutes asking for the modem shipping to be waived and was told no. Then told yes but could tell me when it was going to arrive. Asked for a Manager to call me back after speaking with Amandi for 56minutes on the phone. Fingers crossed it will happen.

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