Charter Communications Customer Service Issues

Archive 2

The following are issues that customers reported to GetHuman about Charter Communications customer service, archive #2. It includes a selection of 20 issue(s) reported December 27, 2018 onward. If you have a similar customer service issue, this page will help you find current, up-to-date answers and solutions too.
I'm currently transitioning from CenturyLink to Spectrum due to slow internet speeds affecting my Ring Video Doorbell setup. However, I'm experiencing difficulties connecting my existing devices to the new Spectrum service. I have multiple devices like Magic Jack phones, streaming boxes for Netflix and Amazon Prime, a captioning phone, ethernet-connected printers, a hub for various equipment, a Linksys WRT 54G wireless router for wifi extension, and a five-port workgroup hub. When attempting to connect everything, I encounter intermittent internet connection issues that require rebooting or resetting the devices to regain functionality. Can Spectrum provide insight on any compatibility issues or restrictions that may be causing this disruption with my setup?
Reported by GetHuman1843465 on Thursday, December 27, 2018 8:52 PM
As a long-time Charter/Spectrum customer, my wife and I truly enjoy unwinding by watching TV. Even though it's our main form of relaxation, it's disappointing to experience inconsistencies with the quality of the cable boxes. While the customer service and technicians have always been exceptional when we've needed help, the numerous issues with our DVR box have been frustrating. We've had to reboot it countless times and even had to replace it. Despite recently receiving an upgraded box that is more reliable, it no longer includes the picture-in-picture feature we loved. This change has been a disappointment as it was a key reason we opted for DVR boxes in the first place. I believe Spectrum should ensure that the hardware they provide matches the high standard of their customer service and other offerings. As a satisfied customer, I wanted to share this feedback in the hopes that Spectrum considers improving the hardware to better serve loyal customers like us who rely on their services for relaxation. Thank you for the many hours of entertainment! -Dan D.
Reported by GetHuman-ddiglori on Wednesday, January 9, 2019 1:45 PM
I am having trouble logging into the page that displays exclusive deals for my account on Spectrum's website. Despite entering the correct information, I keep getting locked out. My main concern with Spectrum is the inconsistent service quality. Sometimes I face long loading times and poor streaming quality on certain channels, even after following troubleshooting steps and resetting my modem. During a previous call, I was informed that my slow internet connection was the cause, but I believe the issue lies with Spectrum's service rather than my end. If improvements are not made, I may have to seek service elsewhere, as I expect reliable service for the fees I pay each month. Navigating the Spectrum website has been challenging, making simple tasks difficult. Additionally, I am unable to download the A&E app on my Roku, which both A&E and Roku support. I frequently have to re-login to apps, adding to the inconvenience. As a busy individual, I need these issues resolved promptly to enjoy the services I have paid for.
Reported by GetHuman-kyliejud on Sunday, January 13, 2019 8:03 AM
I am facing difficulties with my television service. Switching between channels is slow, with channels often not available when promised, leading to blank screens or signal interruptions. As a paying customer, I expect better service quality. It would be helpful to have a customer service number on the bill for easier issue resolution, such as sending a signal to my box or scheduling a technician visit. Despite previous technician visits, the problem persists and dealing with customer service is challenging. With upcoming price increases, I hope to see improvements or I may need to consider canceling the service.
Reported by GetHuman2172130 on Saturday, February 9, 2019 9:59 PM
As a long-time subscriber who has consistently paid bills on time, I recently noticed an increase in my bill for the same services. I wish to keep Select TV but upgrade to Internet Ultra at a lower total price than my current bill, as a gesture of customer retention. If my loyalty as a customer is not valued, I am considering canceling my service since I have other options available in Mexico where your service is not accessible. The homeowner, returning from Texas soon, intends to sign up for new customer promotions for Select TV and Internet Ultra. Kindly advise me on how to proceed with a discount or cancellation of my service. I currently reside in Ripon, WI [redacted] and would appreciate information on available programs and promotions. Thank you, Jon
Reported by GetHuman-rncs on Sunday, February 10, 2019 8:29 AM
I recently signed up for Spectrum internet service with the help of Ryan. My computer is connected, but I am unable to enter the password. After numerous attempts to contact Spectrum for assistance, I was charged over $[redacted] without receiving proper service. I find it frustrating as it's like being told the water is on when it's not, similar to trying to bathe with no water. I cannot justify paying for a service I did not receive. Please send Ryan to help me regain access to the internet. Thank you. - Stephanie Petty.
Reported by GetHuman2256538 on Thursday, February 21, 2019 3:36 AM
I am canceling my service because I was misled when transitioning from Time Warner Cable to Spectrum. When I relocated, I placed my account on hold and was assured by spectrum that my new plan would be more cost-effective than my previous grandfathered price. However, a year later, I have been informed that my promotional rate is no longer valid, and I am facing a $66 monthly charge. Additionally, I have experienced numerous connection disruptions with Spectrum, unlike with my previous provider. I recently moved and have decided not to continue services with Spectrum at my new address. Please advise on how I can proceed to cancel my service and close my account.
Reported by GetHuman-ashzeit on Wednesday, March 27, 2019 11:25 PM
I am canceling my service because I was misled when switching over to Spectrum from Time Warner Cable. When I moved, I placed a hold on my account. Upon restarting my services at the new place, they assured me it would be cheaper than my previous "grandfathered" price and even promised [redacted] Mbps internet speed. However, a year later, they claim my promotional price is no longer valid, and I would have to pay $66 a month. Additionally, I have experienced numerous drops and interruptions with Spectrum, unlike before. I moved a month ago and will not continue with Spectrum at my new address. Please provide guidance on canceling my services and closing my account.
Reported by GetHuman2610490 on Wednesday, March 27, 2019 11:27 PM
I am discontinuing my service due to being misled during the transition from Time Warner Cable to Spectrum. When I relocated, I paused my account and upon inquiring to reactivate it, I was advised that switching to Spectrum would be more cost-effective than maintaining my grandfathered rate. They assured me of a faster internet speed at [redacted] Mbps. Now, after a year, I have been informed that my promotional rate has expired, and my monthly bill will increase by $20, along with an initial $49 fee. Additionally, I have encountered numerous connectivity issues with Spectrum, experiencing more drops and interruptions than ever before. I relocated a month ago and will not be transferring my services to my new address. I am seeking guidance on canceling my services and closing my account.
Reported by GetHuman2610517 on Wednesday, March 27, 2019 11:29 PM
I have noticed that the notes on my account are inaccurate and seem fictional. They mentioned a bounced check in July, but I haven’t used physical checks since [redacted]. Upon reviewing my statements from March to July, only one mentioned a clause about checks to EFT in the June 20th statement. It's suspicious that this detail appeared less than two weeks before they claimed I wrote a check that didn't clear. I worry about how many other customers this may have happened to. Following the New York Attorney General's successful lawsuit against them and the proof of their deceptive internet speed claims, they rebranded as Spectrum. It's crucial to recognize that Spectrum did not acquire TWC; TWC rebranded due to these issues. I believe it's important to shed light on these practices.
Reported by GetHuman-rebellia on Saturday, March 30, 2019 2:28 AM
I've been subscribed to the Silver Plan for about 3 years now. Initially, I paid around $[redacted] per month, combined with the Internet service. However, a few months ago, I received a notification that my plan has expired, and now I'm being charged approximately $[redacted] monthly. I recently came across an advertisement for TV + Internet for just $89, and I'm interested in switching to that plan to save money, as I rarely watch premium movie channels like HBO/Cinemax/ShowTime. Ideally, I'd like to ensure that channels like CNN, MSNBC, and possibly SYFY/FX are included in the Basic package if I make the switch. Thank you in advance for your assistance. T. J.
Reported by GetHuman2712544 on Tuesday, April 9, 2019 10:45 PM
I have noticed that Spectrum has decreased the services I receive for the $[redacted].00+ monthly payment without adjusting my bill accordingly. This has led to difficulties accessing certain channels while traveling out of town, losing Epix, and being unable to watch specific shows on my Kindle due to discontinuing my Spectrum internet. Fortunately, my city now offers a city-wide internet system with reliable service and backup power through Given the superior service my city provides compared to Spectrum, it is unreasonable to expect me to switch to Spectrum's subpar internet to maintain my TV package. It feels unfair to withdraw long-standing services in an attempt to push me towards an inferior internet service. If my bill is not significantly reduced, I may need to explore the cable TV service offered by my city instead.
Reported by GetHuman2724725 on Thursday, April 11, 2019 6:44 PM
I consistently paid my bill on time, but after losing some channels, my bill increased to $[redacted].62 from $[redacted].32. I was assured I could get the TV Choice package for $[redacted] with taxes included but was charged $[redacted]. When I inquired, I was told it's not available in my area, despite being informed otherwise. I switched to Charter and returned to Spectrum for TV, phone, and internet, only to end up with just phone and internet. This experience has broken my trust in Spectrum, prompting me to search for a new provider as I know the TV Choice package is offered in my area. My loyalty to Spectrum has been shaken, and I feel compelled to explore other options.
Reported by GetHuman2817987 on Friday, April 26, 2019 11:59 PM
I have encountered unauthorized withdrawals from my account for the past 3 months. Despite acknowledging the mistake, I am still awaiting the return of my funds. Charter took the money out promptly through auto pay, but I am now left waiting to recover it. This situation is urgent as I am unwell and reliant on my finances. I terminated the service due to my inability to make payments during my illness, yet the funds were still debited from my account. I am requesting an immediate refund and compensation for the inconvenience. Although I still have internet service, I wish to discontinue auto pay, which I am currently unable to cancel. Despite the deductions for the service, the system indicates that the payment hasn't been processed. I insist on auto pay being deactivated and the reimbursement for the TV service. This experience feels like a violation, as you took money without authorization for a service I no longer received.
Reported by GetHuman2821988 on Saturday, April 27, 2019 8:06 PM
Dear Charter Communications CEO and President, I am very unhappy with my Spectrum cable service in Appleton, Wisconsin. Despite my numerous complaints, the service has not been addressed properly. There is a major issue with the On Demand channel where FXM is located; it needs to be removed because it is not functioning properly. I have attempted to resolve this matter by contacting customer service multiple times, but the problem persists. I am frustrated with the lack of action and find it unacceptable. I am considering switching back to DirecTV if this issue is not resolved promptly. Please address the problems with FXM On Demand and improve the service within the next 36 hours to retain me as a Spectrum customer. Thank you.
Reported by GetHuman-ltlred on Monday, May 13, 2019 5:59 AM
I was charged $[redacted] by Spectrum Mobile on June 1, [redacted] for an iPhone that I had already returned. This depleted all the funds in my account without any notification from a manager. I have a 4-month-old and a 5-year-old, and I have been without funds all weekend and up to now. Being a loyal customer and treated this way reflects poorly on your company. Currently, my account is overdrawn, which is something I never allow to happen. Plans I had for my kids this weekend had to be canceled as a result. Explaining to a child that he can't go to the water park is heartbreaking. I am extremely upset about this situation. The manager handling my issue is behaving unprofessionally, and it is disheartening. If I do not receive a response or my money is not refunded, I will take further action. I request Spectrum to waive my phone and cable bills.
Reported by GetHuman3030186 on Tuesday, June 4, 2019 11:30 AM
Subject: Spectrum News Programming Issue in Buffalo, NY Dear Ms. Mayo, I am writing, as advised by Customer Service, regarding the problems I am encountering with Spectrum in Buffalo, NY. I'll be concise, but please reach out for further information: Antenna TV airs the Partridge Family show from 12-12:30 p.m. on weekdays. However, local WGRZ-channel 2 interrupts this with their midday news, which is off-putting for viewers seeking a break from news with light comedy retro programs. The 27-minute broadcast includes the last 3 minutes of the hijacked Partridge Family episode, making it disruptive. I subscribe for entertainment, not local news, and believe this impacts advertisers unknowingly. I request returning the Partridge Family show to its rightful slot. Spectrum's lack of major league baseball coverage during baseball season in Buffalo baffles me, as they focus on off-season football and hockey. This overlooks the city's baseball fans who seek MLB updates. Neglecting crucial news elements jeopardizes viewer trust and potential revenue. I've shared suggestions with the local station to no avail, prompting this email. Please address these concerning issues promptly for the company's benefit. I await your response eagerly, as my dissatisfaction may lead me to discontinue your service. Feedback like mine aims to enhance services, and it would be beneficial to discuss potential improvements. Thank you for your attention. Regards, Steve
Reported by GetHuman-hotnight on Thursday, July 25, 2019 8:59 PM
A Charter Spectrum representative visited my home without an invitation, offering services without contracts. He mentioned they'd cover my AT&T contract and send two hookup boxes. As a 76-year-old widow, I was uncertain about self-installation. The boxes arrived, but I didn’t attempt to connect them. Despite this, I received a $[redacted] bill from Spectrum for unused services. Upset, I returned the boxes to their office in Alcoa, TN, and obtained a receipt. Now, a collection agency is pursuing me for $85, though I never used any Spectrum services. I did not request any services, so I’m confused about the charge. The persistent calls and letters demanding payment are frustrating. I hope someone at Spectrum can resolve this issue promptly. Virginia A Maples [redacted] Caton St, Seymour, TN [redacted] [redacted]
Reported by GetHuman-gmaples on Saturday, August 3, 2019 4:58 PM
I returned an Apple TV via UPS and it was delivered to Charter Communications Returns in Grove City, Idaho on 8/26, signed by "Winters." Spectrum called today stating Apple wouldn't accept the return as it was "opened." On contacting Apple, they mentioned it was a matter between me and Spectrum. Apple denied involvement. I'm perplexed as to why your billing department directed me to Apple. The Apple TV was returned wrapped, contradicting claims of it being opened. Consequently, I've been charged $[redacted].00. I seek clarity on the alleged broken seal, who decided this, and the process behind it.
Reported by GetHuman3493415 on Tuesday, August 27, 2019 11:57 PM
I am unable to use my phone as it indicates my domestic and local calls are blocked when I try to dial out. Yesterday at 4:15, I contacted a technician at the number [redacted]. Unfortunately, the individual I spoke with was incredibly rude. He insisted the issue was with my phone and offered to come out for $[redacted]. When I mentioned needing to speak with my son, he dismissively allowed it, claiming I was the one with the problem. I have never encountered such disrespectful treatment from a company representative. He rudely suggested it was my phone and that I am responsible for it. The encounter has left me contemplating abandoning my landline for a cell phone.
Reported by GetHuman-jlsale on Thursday, September 19, 2019 9:01 PM

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