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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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Charter Spectrum has 1142 locations, listed below.

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    Customer Complaints Summary

    • 14,903 total complaints in the last 3 years.
    • 4,839 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:07/11/2022

      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 moved from ***** ******** to Spectrum mobile. There was a problem from Spectrum to pull my old phone number from ***** ********. Everytime Spectrum sends the request to *****, social security number is blank (as received by *****). Ticket was filed two times to resolve the problem and no one contacted me from Spectrum. Every time I call Spectrum asking about my service ticket, they told me that no update and they open a new ticket. I am in this circle without any resolution

      Business Response

      Date: 08/19/2022

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

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

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

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

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

      Dear Dispute Resolution:

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

      Charter’s records conform all Mr. ******’s phone numbers have been successfully ported to Spectrum.

      A Charter representative contacted Mr. ****** on August 14, 2022 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: 08/19/2022



      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:07/11/2022

      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.
      My initial Spectrum account (April 2019) was for my mother in an Assisted Living facility. During Feb and Mar 2022, my 94-year old mother had a near-death-episode, heart surgery and subsequent strokes. Coming from out of town to help my mother, the last thing I needed was to deal with Spectrum’s misconduct!!!
      In March 2022, Spectrum advised me to put account on $26.45 seasonal hold while my mother was in the hospital, so price would remain in effect when reinstated (last full payment was $89.99 March 2022 for basic LifeStyle cable and phone). After my mother moved back to the facility, on 4/22/22, I asked Desiree at Spectrum to simply ‘move’ the account (as previously instructed), at the ’set price’ of $89.99/mo, to my mother’s new memory ward room. However, Desiree acted in bad faith! She told me the best price she could give me was $101.76/mo. After an hour on the phone with Desiree trying to sell me a more costly package with internet, and my explaining my mother’s situation over-and-over again, I gave up and asked her to cancel my account. She cancelled it alright, but opened a new account without my permission!! New equipment was mailed to my mother’s facility!!! On 4/25/22, I took the new and old equipment into the local Spectrum office and asked them to cancel this new account, which they said the system would NOT allow them to do!!!!
      My mother’s stroke ended up leaving her so severely mentally and physically handicapped, I had to place her under hospice care at the end of April. I have been on the phone for days from April through June repeatedly communicating this issue to various Spectrum departments/employees. They all assured me they added notes to my account and repeatedly told me I would NOT be charged and the account would be closed. On 5/6/22, 6/4/22, and 7/9/22, I received the same $44.52 Spectrum activation bill (this account was never activated and I was assured no charge).
      Your assistance in this matter is greatly appreciated - thank you!!

      Business Response

      Date: 07/25/2022

      **** *** ****

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

      ***  ** *** ******** ****


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

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

      Charter records indicate that on July 20,
      2022, a representative spoke with Ms. **** regarding the outstanding balance on
      an account she never requested. The representative informed her that a billing
      adjustment has been applied to the account bringing the balance to zero.

      The representative
      provided Charter’s direct contact information to Ms. **** for future reference.

      Regards,
      Corporate Escalations
      Charter
      Communications

      Customer Answer

      Date: 07/25/2022



      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:07/11/2022

      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.
      When I signed up with Spectrum in June 2021, I received an order confirmation email with pricing and stating that the promotional prices were good for 2 and 3 years (which is also what the rep said on the phone call when I signed up). I received the bill for June 2022 and my bill has jumped significantly because they removed the promotional price that was supposed to be good for 2 years. It's only been a year at this point, so nothing on my bill should have changed for another year. I called the billing department today, 11 July 2022, and spoke with Hailey from 2:10pm to 2:14 pm and she could offer nothing other than "it goes by what the bill says." I explained that I was told verbally the prices were for 2 years and that I was currently looking at the original email I received that states in writing showing the prices were for 2 years, but that didn't seem to matter.

      Business Response

      Date: 07/29/2022

      **** *** ****

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

      ***  ** *** ******** *****


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

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

      Charter’s records reflect a new promotion was
      added to Ms. *****’s account and an adjustment was also applied to the account.

      A Charter
      representative contacted Ms. ***** on July 20, 2022 and discussed the above
      information. The representative provided Charter’s direct contact information
      to Ms. ***** for future reference.

      Regards,
      Corporate Escalations
      Charter
      Communications

    • Initial Complaint

      Date:07/11/2022

      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.
      Spectrum Internet Services is charging me for a service which I did not use. I moved out of my apartment on July 5th, 2022, and returned my equipment as soon as I was able to the following day on the 6th of July, 2022. Apparently my bill from Spectrum was sent out on the 5th of July, 2022, and due to one of their new policies, which I was never informed of through mail or email, they no longer prorate. A week prior to this, I had tried to cancel my service online through their automated system, but it failed and said I had to contact them in order to cancel. I work all day and I was in the process of moving so I decided to wait until the day I was moving to return my equipment, but I did not finish moving out until 1 a.m. the night of July 5th.
      Upon returning my equipment I was told they could not cancel the bill through their end and I would have to call the billing department in order to cancel the charge. The first representative was unable to help and said I would have to pay for the rest of the 30 days of service even if I was not using it. When I asked to speak to a supervisor, he told me the same thing. He told me they changed their policy two years ago and I should have known this information. He also said they changed the policy due to complaints, although I'm not sure why a single customer would complain about getting their money back for services they did not receive.
      It's interesting to note that currently in *****, as of 2020, ******* ***** ** **** requires that Spectrum provide prorated services to all ***** residents. This should be a federal law. It's outrageous that Spectrum no longer provides prorated services and is borderline criminal. I understand *******, ****, etc., do not provide these services either, but these are purely digital services. Spectrum requires you to turn in your equipment so you can no longer have access to said services, which is very different. Attached is my bill and showing that I have no service.

      Business Response

      Date: 07/21/2022

      **** *** ****

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

      ***  ** *** ******** ******


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

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

      Charter’s
      records reflect the account was billed accurately. A Charter representative has
      relayed this information to Ms. ******. This is in accordance to Charter’s
      Monthly Subscription Service policy, which is printed on each billing
      statement.

      Regards,
      Corporate
      Escalations
      Charter
      Communications

      Customer Answer

      Date: 07/22/2022



      Complaint: ********



      I am rejecting this response because: I do not agree with the decision made by the territory manager of *******. I had called back two days later and was told someone else would reach out to me within 24 hours and I still have not received a call after 5 days. I was told different things from different people about the companies ability to issue a refund for services not used and was told it just depends on who 6ou talk to if they'll give you a refund or not and that maybe the next person I talk to will refund me. This goes against what the territory manager said about how even if he wanted to issue a refund he has no way to do so, which is utterly absurd. There is an entire state, *****, that passed a law forcing Charter Spectrum to prorate their services due to this unethical practice they use.

      Also, I was called Ms. ****** twice in their email reply which is completely offensive. ***** ****** is clearly a male name and the people I spoke with clearly heard my male voice, so I believe this was done out of malice and spite by people I spoke with, or this is a gross overlook and people are making decisions who haven't even spoke face-to-face with me and know no details of this case at all. I would like to know who sent this email calling me Ms. ******. And I will be contacting my lawyer about this entire issue.




      Sincerely,



      ***** ******

      Business Response

      Date: 07/28/2022

      **** *** ****

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

      ***  ** *** ******** ******


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

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

      Charter records indicate that on July 27,
      2022, a representative spoke with Mr. ****** and re-iterated that the charges on
      his final bill are valid. This is in accordance to Charters Monthly
      Subscription Service policy, which is printed on each billing statement.

      No credit is warranted in this situation.

      Regards,
      Corporate Escalations
      Charter Communications

    • Initial Complaint

      Date:07/11/2022

      Type:Product 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.
      Since July 1st 2022 I have not had stable internet at my address. I have had 4 techs out and none provided me an answers as to what is happening. 3 insulted me by saying they just needed to educated me on equipment. I have severe packet loss at my tap. I have opted to use my own modem and router bc it seems to help a bit. The hold times are around 40 min to get a live person. I have to use my cell phone Hotspot (also through spectrum) to use internet at home to work. My bill is going to be extremely high. I'd like full compensation for my cell phone bill and an actual solution to my internet problems.

      Business Response

      Date: 07/19/2022

      **** *** ****

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

      ***  ** *** ******** ****


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

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

      Charter records indicate on July 14, 2022, a
      representative spoke with Mr. **** regarding the matter. The cause of the issue
      has been identified and addressed. Mr. **** states the service is working well.
      An adjustment has been placed on the account. Interactions have been reviewed
      in an effort to identify coaching and retraining opportunities.

      A
      Charter representative contacted Mr. **** on July 14, 2022 and discussed the
      above information. The representative provided Charter’s direct contact
      information to Mr. **** for future reference.

      Regards,
      Corporate
      Escalations
      Charter
      Communications

    • Initial Complaint

      Date:07/11/2022

      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.
      Charter has charged me for a tv plan that I've never used for a 1 year. When finally getting an agent I was informed that I was eligible for the acp program and that it had been applied to my account and the internet service was disconnected which it shouldn't have. The rep told me with me not using the cable box and having it returned by the techs 9 months ago that he could only accredit me 60 days but not the full 9 months I am currently looking for another internet provider because they expect me to pay for a service I never used and are going against federal regulations with customers eligible for acp. Dissatisfied and upset.

      Business Response

      Date: 07/25/2022

      **** *** ****

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

      ***  ** *** ******** *******


      Dear
      Dispute Resolution:

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

      Charter's records reflect that a Charter
      representative spoke with Ms. ******* on July 14, 2022 and informed her that an
      adjustment would be applied to her account and a follow up call was scheduled
      for July 15, 2022, to settle the account and restart services. Charter was
      unsuccessful with attempts to follow up with Ms. *******. Ms. *******’s account has not been restarted.

      A
      Charter representative attempted to follow up with Ms. ******* on July 15, 18,
      2022 using the contact telephone number and e-mail address that Charter has on
      file. On July 18, 2022, Charter mailed Ms. ******* a letter with Charter’s
      direct contact information.  It is Charter’s recommendation that Ms.
      ******* contacts Charter directly to expedite a resolution.

      Regards,
      Corporate
      Escalations
      Charter
      Communications

      Customer Answer

      Date: 07/25/2022



      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,



      ******* ******* the account has been reset and resolved the old account should be removed and not on record. The new account is ending in **** and services have been restored as of July 20th 2022. Thank BBB I am satisfied.

    • Initial Complaint

      Date:07/11/2022

      Type:Customer Service 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.
      I've had Spectrum for years now and in early June they turned my cable off due to non-payment. I went through this whole process of applying for a special program for people that do not have money to not have internet interruption. And I was approved. I thought at that time that my cable way OFF, l was no longer being charged anymore but Spectrum has continued to charge me even though they have turned my cable OFF.
      I was contacted by a lady by the name of Sonya in customer at ###-###-#### and at first, she seemed very nice then not so much. I explained that I would be bringing back the cable box today 07-11-2022 then she explained that a service tech would be out to collect that amount that is past due. I explained that I don't have it and do not sent people here, she then hung up on me.
      How can Spectrum continue to charge me for a service that I NO longer have it's horrible?

      Business Response

      Date: 07/25/2022

      **** *** ****

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

      ***  ** *** ******** *****


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

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

      Charter records reflect on July 19, 2022, a
      Charter representative contacted Ms. *****
      regarding her concern. The representative reviewed the account and informed Ms. ***** the account has been billed accurately.

      A Charter
      representative contacted Ms. ***** on
      July 19, 2022, and discussed the above information. The representative provided
      Charter’s direct contact information to Ms. ***** for future reference.

      Regards,
      Corporate Escalations
      Charter
      Communications

    • Initial Complaint

      Date:07/11/2022

      Type:Order 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 have made an attempt to contact spectrum/ charter communications to remove cable from my account before their install my internet on July 14th. I have called several times and been on hold for hours just to be transferred mutiple times and told that they cannot remove the cable option even though they have not even installed anythinig. I have no other way to get in contact with someone who can make sure the cable service is removed before it is billed.

      Customer Answer

      Date: 07/12/2022

      Good morning *******, 

       

      I would like to cancel my complaint against Spectrum/Charter Communications. After 3 days and several hours on the phone. They were finally able to complete my request of removing cable from services. 

       

      Thank you 

       

      **** ****** 

       

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

    • Initial Complaint

      Date:07/11/2022

      Type:Sales and Advertising 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.
      I signed up for Internet service and for their Mobile service. Before I could activate either service, I received a call from a Spectrum Representative stating if I activated my phone I would receive "two free months of service." I have this voicemail stored and have a record of the message. When I tried to return the person's call, that department had closed. When I reached back out after self activating my phones, I was told there is/was a promotion of 2 free months of internet. Through my actions of activating my phone, I effectively accepted their offer.

      I have called several times to get this resolved, I have been bounced around multiple times, and even had to be subjected to one of the rudest "supervisors" I have ever had to deal with. The Sales team admits there is a promotion, but do not seem to want to honor their offer. Billing says, they don't have any offers and refuse to provide any solution or customer service.

      The bottom line is I want them to honor their offer.

      Business Response

      Date: 07/25/2022

      **** *** ****

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

      ***  ** *** ******** **********


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

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

      Charter records indicate on July 18th,
      2022, a Charter representative reviewed the account and based on the findings,
      a billing adjustment is deemed warranted and has been applied.

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

      Regards,
      Corporate Escalations
      Charter Communications

    • Initial Complaint

      Date:07/11/2022

      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.
      Internet has been intermittent for over 12 months. We’ve had spectrum come to our home over 12 times, called them over 30 times and our issue still remains. No one cares to address the issue, no one cares that I cannot get internet without any reliability. My internet disconnects daily and there is no resolution.

      Business Response

      Date: 07/23/2022

      **** *** ****

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

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


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

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

      Charter records indicate on July 19, 2022,
      Mr. *********** confirmed service is working as expected after maintenance work
      was completed.  

      A Charter
      representative contacted Mr. *********** 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: 07/25/2022



      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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