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Business Profile

Cable TVs

Charter Spectrum

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Cable TVs.

Complaints

This profile includes complaints for Charter Spectrum's headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 14,905 total complaints in the last 3 years.
    • 4,844 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:07/07/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Unresolved internet service outage with “no estimate for repair” for three days ongoing. The only info we are getting is they are aware of an outage and are working on it, but it is clear they haven’t and are not. Their service center and dispatch building is closed and locked up. They appear to have no emergency personnel.

      Customer Answer

      Date: 07/07/2025

      ***** ******* ******** ******* ******************
      ***** ******* **** ** **** **** **
      *** **** *****************
      ******** ********* **********


      Greetings

       

      I recently filed a complaint which has since been resolved. I thought it would be easy for me to retrieve the complaint to report it but can’t seem to find a way to do that. What do I need to do? I have no complaint number (I was assuming I’d get an email with that information). The complaint was filed on July 5 under my name ******* *******. It was against the Charter Spectrum Co.

       

       

      Sincerely

      ******* *******

       

      ****************

      **************************

      ************

    • Initial Complaint

      Date:07/07/2025

      Type:Customer Service Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I live in ******** **. My elderly father lives in ********** **. He needs assistance with many things in recent years including communicating with companies whom which he has accounts with.

      In June of 2023, during a visit to *********, in accordance with the instructions provided by Spectrum Cable to authorize myself to act on my father's behalf regarding his account, my father and I went to their closest office with the necessary ID and in-person consent they required. I was told I was authorized to act on his behalf going forward.

      In May of 2025 my father changed residences and had his Spectrum Cable service moved from his old address to his new address.

      On July 3rd, 2025 I logged into the Spectrum Cable website in an effort to understand my father's current services, billing, etc. But also to receive some technical support necessary to setup his devices to use the new equipment provided by Spectrum Cable during the move.

      I started an online chat with their support team, identified myself, and that I was seeking assistance on my father's behalf. After a lengthy, hour-long, back-and-forth discussion with two members of the support team I was denied support on the basis that I was not an authorized user of my father's account. They were able to confirm that I was authorized for the old address but not the new address. I was also told that the only way to gain access was to contact their sales department and provide power of attorney documents.

      This company is inconsistent in their policies regarding account authorization and demonstrates contempt for its customers by not making an effort to facilitate support for the services they are being paid to provide. They seemingly, intentionally create obstacles to use their services and claim it's in the name of security. They have wasted several hours of my time including filing this complaint.

      Business Response

      Date: 07/10/2025

      **** *** ****

      ****** ******** ******
      ***** ******* **********
      ** ****** ****
      ********* ** *****
      ****** ***** ********
      **** ***** ********
      ****** ***************
      **** ******************************

      ***  ** *** ******** *******


      **** ******* ***********

      This letter is in response to your
      correspondence regarding the complaint submitted by *** ***** ******* involving
      an account concern. 

      Charter records reflect that a Charter
      representative spoke with Mr. ******* and explained the required documents to
      add an authorized user to the new account. The previous interactions were reviewed
      to identify retraining opportunities and on July 9, 2025, the authorized users
      were added to the account.

      A Charter
      representative contacted Mr. ******* on July 8, 2025, and discussed the above
      information. The representative provided Charter’s direct contact information
      to Mr. ******* for future reference.

      Regards,
      Corporate Escalations
      Charter
      Communications

      Customer Answer

      Date: 07/10/2025



      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.




      Sincerely,



      ***** *******

    • Initial Complaint

      Date:07/03/2025

      Type:Billing Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      One monthly billing, when I transferred my mobile lines to Spectrum I was told that I would have one monthly bill for both my home internet and mobile. I had to change my payment to auto pay via credit card, which I did. Stopped getting a Monthly bill so I thought everything was setup correctly and now getting a notice of past due and when talking to customer service I find out that I have a separate billing statement for home internet past due.

      The issue I am complaining about is the fact that I was misled to by the sales person about how much I am supposed to pay as well as two separate billing methods. Doesn't make sense that the same company is billing two separate ways for the same address.

      I'm sure I'm not the only person being misled to about billing, otherwise the service is good but I don't have as good of a connection like I used to with ******* even though Spectrum uses ********* towers for their service

      Customer Answer

      Date: 07/08/2025

      I am writing to let you know that I was contacted by Spectrum and the issues I had have been resolved.  Spectrum's ALBEscalations contacted me and were extremely helpful and went above and beyond in resolving issues that the regular customer service associates cannot.  

      Thank you,

      ******* *******

    • Initial Complaint

      Date:07/02/2025

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      My bill has gone up monthly for 6 months which I let go even though I was supposed to only be paying $199 for an entire year and now I’m getting an alert that my bill will go up by another $25. Called customer service who is unwilling to help apply the discounts back. I feel as I am being scammed and they are not following through on promises made last year. I have also been told my service is bundled which it is not or at least that’s what I was told last year. Lots of false information causing me to believe they are untrustworthy. I cannot be on the phone with customer service hours on end trying to resolve this issue. I’ve worked in customer service and I would never let a customer be this dissatisfied.

      Business Response

      Date: 07/08/2025

      **** ** ****

      ****** ******** ******
      ***** ******* **********
      ** ****** ****
      ********* ** *****
      ****** ***** ********
      **** ***** ********
      ****** ***************
      **** ******************************

      ***  ** *** ******** *******


      **** ******* ***********

      This letter is in response to your
      correspondence regarding the complaint submitted by *** ***** ******* involving
      a billing concern. 

      Charter representative has reviewed *** *******
      account and based on the findings; her concerns have been addressed and no
      changes made to her account.

      A Charter
      representative contacted *** ******* on July 7, 2025, and discussed the above
      information. The representative provided Charter’s direct contact information
      to *** ******* for future reference.

      Regards,
      Corporate Escalations
      Charter
      Communications

      Customer Answer

      Date: 07/08/2025



      Complaint: ********



      I am rejecting this response because:

      Nothing was done with my account and I feel I am not appreciated as a customer. I have had issues with spectrum from day one starting with the installation process. I asked for as little as a $10 credit a month and even that was too much to ask for. I truly hope another cable company comes in my area so I never have to deal with spectrum again. This is the worst customer service I have ever experienced with a company. 


      Sincerely,



      ***** *******

    • Initial Complaint

      Date:07/02/2025

      Type:Billing Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Cancelled TV service in the middle of the billing cycle I am expected to pay for the entire billing cycle despite the fact that there are 15 days left in that cycle that I will not be receiving the services

      Business Response

      Date: 07/08/2025

      **** ** ****

      ****** ******** ******
      ***** ******* **********
      ** ****** ****
      ********* ** *****
      ****** ***** ********
      **** ***** ********
      ****** ***************
      **** ******************************

      ***  ** *** ******** ******


      **** ******* ***********

      This letter is in response to your
      correspondence regarding the complaint submitted by *** ***** ****** involving
      a billing concern. 

      Charter records reflect that a Charter
      representative spoke with *** ****** to discuss the concerns with Charters
      Monthly Subscription policy. It has been explained to *** ****** the billing
      cycle as it relates to her requested changes. Charter does not prorate for any
      changes that are made during the billing period. However, it has been decided
      to make an out-of-policy adjustment for the remaining days of the TV service.

      A
      Charter representative contacted *** ****** on July 2, 2025, and discussed the
      above information. The representative provided Charter’s direct contact
      information to *** ****** for future reference.

      Regards,
      Corporate
      Escalations
      Charter
      Communications

      Customer Answer

      Date: 07/08/2025



      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.




      Sincerely,



      ***** ******

    • Initial Complaint

      Date:07/01/2025

      Type:Product Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I used an anytime upgrade to upgrade my son's phone, in May 2025. We still owed 230 on the phone so I sent it in a box back like I was supposed to. They didn't receive it on time and I spoke to 2 different representatives who told me it wouldn't be used against me since they could see I mailed it back in time and it was late due to ****. I now have a bill for it to be auto paid tomorrow and they added the amount to my bill for next month. The stipulation for anytime upgrade says you can upgrade your device anytime and it doesn't matter condition (his back was broken) now I received an email from Assurant saying they will only pay $19 for it and when I tried to see why Assurant was involved I was told not to stress that and that there was a ticket on my account to dismiss the charge. I asked what happens if I decline the $19 would I still be charged or how does that work and the supervisor I spoke to told me not to worry about that all I needed to worry about is whether or not they dismiss the charge. I have never had an issue and have been a customer for over 2 years with spectrum mobile ensuring my payments are always made. I have used anytime upgrade on 3 other devices in the store and never had this issue. It has been over a week since the ticket was put on my account and no update still pending review.

      Business Response

      Date: 07/07/2025

      **** ** ****

      ****** ******** ******
      ***** ******* **********
      ** ****** ****
      ********* ** *****
      ****** ***** ********
      **** ***** ********
      ****** ***************
      **** ******************************

      ***  ** *** ******** ********


      **** ******* ***********

      This letter is in response to your
      correspondence regarding the complaint submitted by *** ******** ********
      involving a mobile concern. 

      Charter’s records reflect a Charter
      representative spoke with Mr. ******** and discussed Spectrum’s Anytime Upgrade
      policy. We confirmed the mobile device in question has been received and an
      adjustment has been applied.

      A Charter
      representative contacted Mr. ******** on July 3, 2025, and discussed the above
      information. The representative provided Charter’s direct contact information
      to Mr. ******** for future reference.

      Regards,
      Corporate Escalations
      Charter
      Communications

      Customer Answer

      Date: 07/07/2025



      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.




      Sincerely,



      ******** ********

    • Initial Complaint

      Date:07/01/2025

      Type:Billing Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Before June 20224, I was on Spectrum's Internet Assist Plan as well as the ACP program and paid $31.99/month. After the ACP program ended, I was talked into upgrading to a faster plan for $56.99/month (this was not clear), it was advertised to me as ONLY $46.99/month. However, a $10/month promotion was being applied, making my true total $56.99/month.
      In March 2025, a $10 WiFi fee was added- no idea why. In May 2025, the $10/month promotion ended so now my monthly bill is $69.99. This is more than double than what I was paying a year ago and the speeds/service suck anyway! My TV is constantly buffering when I stream services which didn't really happen before. I have reached out to Spectrum for assistance about how to handle this difference. Can I downgrade services? Is there a promotion that can be applied? Can I cancel my account then open again to receive the Internet Assist Plan? Anything to work around this increase... no, no, no. Nothing can be done apparently.
      I have been misled, and overcharged. I was obviously poor to begin with which is why I was receiving the Assist Plan to begin with and I am running out of options given that Spectrum is the only provider in the area. I am signed up/paying for services I didn't agree to. Ideally, I would like to switch back to Assist Plan. If not possible, I would like the $10 WiFi fee removed and a $10/month promotion applied as that is what I agreed to in June 2024, making my total $46.99/monthly. I feel like this is predatory and deceptive upselling. I doubt I am the only person that Spectrum is penny pinching since they monopolized our rural area...

      Business Response

      Date: 07/07/2025

      **** ** ****

      ****** ******** ******
      ***** ******* **********
      ** ****** ****
      ********* ** *****
      ****** ***** ********
      **** ***** ********
      ****** ***************
      **** ******************************

      ***  ** *** ******** *******


      **** ******* ***********

      This letter
      is in response to your correspondence regarding the complaint submitted by ***
      ****** ******* involving a billing concern. 

      Charter records indicate a representative spoke with ***
      ******* explaining the qualifications for the requested Internet package. ***
      ******* was informed that the requested package and pricing has been added to
      her account and an adjustment was applied for the difference in the remaining
      days. *** ******* was advised the customer service interactions have been
      reviewed in an effort to identify coaching and retraining opportunities.

      A Charter representative contacted *** ******* on
      July 2, 2025, and discussed the above information. The representative provided
      Charter’s direct contact information to *** ******* for future reference.

      Regards,
      Corporate
      Escalations
      Charter
      Communications



      Customer Answer

      Date: 07/07/2025



      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.




      Sincerely,



      ****** *******

    • Initial Complaint

      Date:07/01/2025

      Type:Order Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On 6/18/25 I called spectrum and spoke with a lady in the retention department who was suppose to assist by canceling my TV service and only leaving me with internet. My billing cycle started 6/15 and she told me she was a team lead and to rest assure she'd fix my account. She ended up convincing me to open a new line of service for a phone in order to get the best deal possible with my service. I have monitored my online account with the company and it kept stating no amount due and I was under the impression it was due to the adjustments in the service. I am now due an amount once again for the canceled TV service that I don't even have access to use because someone didn't back date the change in service a few days. I some with a man in retention again today who explained the back dating was needed so that I wouldn't be charged the full month and he stated not even his supervisor could fix this issue for me. Since I first opened the account there has been nothing but false expectations and lies from every single agent I've spoken with at spectrum. All I'm seeking from them is my $75 back for the TV service I don't even have and am being billed for 6/13-7/12 and no one can help me.

      Business Response

      Date: 07/02/2025

      **** ** *****


      ****** ******** ******
      ***** ******* **********
      ** ****** ****
      ********* ** *****
      ****** ***** ********
      **** ***** ********
      ****** ***************
      **** ******************************

      ***  ** *** ******** ******* 

      **** ******* ***********

      This letter is in response to your
      correspondence regarding the complaint submitted by *** ******* involving a billing
      concern. 

      Charter records reflect a representative
      contacted *** ******* on July 1, 2025, to acknowledge her final bill concerns. Charter’s
      records indicate the account has been billed accurately, in accordance with The
      Monthly Subscription Policy, which is printed on each billing statement.
      Interactions have been reviewed for retraining and coaching purposes. To
      correct the account, a one-time adjustment has been applied.

      A Charter
      representative contacted *** ******* on July 1, 2025, and discussed the above
      information. The representative provided Charter’s direct contact information
      to *** ******* for future reference.

      Regards,
      Corporate Escalations
      Charter
      Communications

    • Initial Complaint

      Date:06/30/2025

      Type:Product Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On May 28, 2025, I called Spectrum to transfer my internet service to a new apartment. During that call, the representative offered me a bundled mobile promotion: if I transferred my ******* mobile line to Spectrum, they would (1) provide 12 months of unlimited data for free and (2) fully reimburse my ******* device buyout.

      I made it clear I was only transferring one line, and the rep confirmed I would qualify for the offer. Based on that assurance, I agreed to switch. Spectrum did honor the 12-month free data portion — but now refuses to honor the buyout reimbursement, saying I don’t qualify unless I transferred three lines.

      This 3-line minimum requirement was never disclosed during the call or in any follow-up emails from Spectrum. I’ve since spoken to multiple different representatives, including three managers, all of whom insist they cannot help. Meanwhile, I’ve been charged $553.20 by ******* to buy out my device — a cost I never would have incurred if not for the assurance I received.

      I was not even shopping for mobile service — this was offered as a sales incentive during a call about my internet. It was presented as a complete bundled deal, and I relied on it in good faith.

      I am requesting that Spectrum:
      - Honor their verbal commitment by reimbursing or crediting the $553.20 ******* buyout, or
      - Provide a goodwill resolution to correct the financial harm caused by their representative’s misrepresentation.

      Attachment 1: ******* bill showing $553.20 device buyout.
      Attachment 2: May 28 call log with Spectrum sales rep.

      Customer Answer

      Date: 07/07/2025

      Spectrum’s escalation team contacted me directly and fully resolved the issue by issuing a credit for the ******* device buyout as originally promised. I am satisfied with the resolution and appreciate the support of the BBB in bringing this to their attention.

    • Initial Complaint

      Date:06/30/2025

      Type:Product Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I am a senior citizen and Spectrum is charging my credit card $975.31 for a phone I returned to them which they say they didn't receive. I made a claim with ***** and it was denied as they said the shipper is not responsible for undelivered contents. Here is the timeline:
      April 4, 2025: I ordered at the Spectrum Store on ********* ****., ********* **, an ****** ** in teal with 256 GB. Next day received email from Spectrum saying phone shipped, but it was black and not teal. Called Spectrum and told to accept delivery then start return and order another phone in color I wanted. Spectrum sent return label, I took it to ***** and gave them phone to return. ***** tracking shows box delivered April 21. On May 2, Spectrum charged my credit card for returned phone ($975.31). I disputed charge with credit card company; Spectrum did not reply to their queries. Spectrum said they charged back this amount on June 11, but as of June 30, no credit on account. They re-charged for the missing phone as part of the bill due July 2. They asked me to send screenshot of account page showing charge and no credit. This was sent to Lyanne at ***************************************** per their request. I am being charged twice for the same phone I returned. Spectrum manager reiterated there was no appeal and it was my responsibility to pay for missing phone.

      I did nothing wrong. I returned the phone per Spectrum's instructions and I am not responsible to pay (not once, but twice) for something I returned. I am getting no help whatsoever from Spectrum or *****. If I dispute the charge coming on July 2, since Spectrum put the phone charge in with my regular service charge, I run the risk of having my phone service cut off and this is my only line. I will dispute this charge regardless of what happens.
      I emailed Consumer Watchdog and my Washington Congressional representative, Nanette B*******, asking for help, but as of today, I have not received a response.

      Business Response

      Date: 07/03/2025

      **** ** ****

      ****** ******** ******
      ***** ******* **********
      ** ****** ****
      ********* ** *****
      ****** ***** ********
      **** ***** ********
      ****** ***************
      **** ******************************

      ***  ** *** ******** *********


      **** ******* ***********

      This letter
      is in response to your correspondence regarding the complaint submitted by ***
      ****** ********* involving a mobile concern. 

      Charter records indicate a representative spoke with ***
      ********* explaining that after review it was determined the shipment reflected
      the proper weight upon receipt by
      ***** but arrived at the warehouse empty. A billing adjustment has been applied
      for her concern.

      A Charter representative contacted *** ********* on
      July 3, 2025, and discussed the above information. The representative provided
      Charter’s direct contact information to *** ********* for future reference.

      Regards,
      Corporate
      Escalations
      Charter
      Communications



      Customer Answer

      Date: 07/07/2025



      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.




      Sincerely,



      ****** *********

    Charter Spectrum is NOT a BBB Accredited Business.

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