Business Profile

Cable TVs

Charter Spectrum

This business is NOT BBB Accredited.

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Complaints

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

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.

Initial Complaint
Date:06/30/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
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.
Over the past couple years we have had several issues with poor service, outages, and drops.
Spectrum Keeps stating the drops and outages aren’t their problem and yet the service continues to drop multiple times daily.

I finally got them to set up and appointment for service but they want to charge me for it. Today 4 total drops is less than 4 hours and they keep stating it’s not their fault. I have new routers, PCs, and network cables and they keep claiming it’s not their service. I need a resolution as there isn’t another provider in the area to give internet.
Business Response
Date: 07/09/2025
**** ** ****

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

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

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

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

Charter’s records reflect a Charter
representative spoke with Mr. ********* and confirmed that his Internet service
issue was resolved with the technician visit on July 3, 2025. An adjustment has
been applied.

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
Business Response
Date: 07/09/2025
**** ** ****

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

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

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

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

Charter’s records reflect a Charter
representative spoke with Mr. ********* and confirmed that his Internet service
issue was resolved with the technician visit on July 3, 2025. An adjustment has
been applied.

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: 07/09/2025

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

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

Sincerely,

****** *********
Customer Answer
Date: 07/09/2025

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

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:06/30/2025
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
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 June 24th I called Spectrum because I had a couple of promotions about to end. I was told that to keep the same service, my monthly charge would increase less than $10.00 a month to $144.99. Spectrum sent a confirmation email (12:14 PM) confirming the price. Later that day, I tried to tune into the channel where I normally watch the local *** ******** games but the channel was not available. I called and complained and the channel was restored in time to watch the game. Shortley after that I received another confirmation email (7:49 PM) confirming again the monthly price of $144.99. Today I received a statement from Spectrum indicating my monthly charge was $165.79 and adding $10.00 each for the "Spectrum Select Signature Plus Package" (Price increased from $115 to $125) and the "cDVR (Price increased from $0.00 to $5.00). Monthly fees went up a small amount also. Spectrum must honor its price quotations, both orally and in confirmation emails.
Business Response
Date: 07/07/2025
**** ** ****

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

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

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

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

Charter
records indicate the customer’s Spectrum account has been upgraded to include
the desired programming, as previously requested. An adjustment has been
issued, which offsets a portion of the upgraded charges. Additional recurring
adjustments have also been issued that will reduce the monthly rate, over the
next 12 months.

A
Charter representative contacted *** ******** on July 3, 2025, to discuss the
above information. The representative provided Charter’s direct contact
information to *** ******** for 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 as I understand it.

Sincerely,

*** ********
Initial Complaint
Date:06/30/2025
Type:Customer Service Issues
Status:
ResolvedMore info
Complaint statuses
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 do not have a business account but they keep calling me and texting me about one and i want it stopped contacted them several times to no avail
Business Response
Date: 07/06/2025
**** ** ****

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

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

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

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

Charter records reflect a Charter representative
spoke with *** ****** to acknowledge his contact information concerns. The representative
informed *** ****** that he will no longer receive notification regarding the
business account in question.

A Charter
representative contacted *** ****** on July 4, 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:06/30/2025
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
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 filing a complaint becasue I recently switched internet providers. I have been a Spectrum internet customer for approximately 10 years. I attempted to cancel my subscription 6/28/25 at 9pm via chat on thier website and was informed by the customer service agent, Moses, that I would need to do that over the phone. 6/29/25 at 8:30am I called to cancel my service. The cancellation was put through, but I was informed that I would have to pay another other becasue the next billing cycle had started. I got off the phone and confirmed that the billing cycle had just started 6/28, the day I attempted to cancel my service for the first time. I called a second time and was told by another representative that I could provide a print out of my internet service with **** starting 6/2/25 to the physical store when I returned my modem and router. When I returned the equipment to the store 6/29 at about 11am, the store manager told me this was incorrect and there was nothing he could do. He referred me back to the same number I had previously called. I called and talked to several associates and had my call escalated to a supervisor who refused to file a ticket for this complaint because it was an invalid complaint, that he would just deny. I am being billed for 30 days of service $113.00 for internet service when I first attempted to cancel my service on the day of the billing cycle. Now I am being required to pay for an entire month for a product that I have no access to.
Attached are screenshot of my service cancellation request from 6/28/25 as well as a screenshot of the **** bill showing internet service secured with them starting 6/2/2025.
Customer Answer
Date: 07/02/2025
The company contacted me directly via phone and reviewed my complaint and the attached documents. They agreed to waiver the $113.00 that I was disputing. Currently, my account reflects this. I believe my complaint has been resolved to my satisfaction.
Initial Complaint
Date:06/30/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
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.
They sent a debt that they do not have a recollection of. Every time I have talked to a representative they have said that I do not owe money. They have tried to charge me for not returning equipment in the past. I did not use their equipment and I did not even pay a rental charge. They are scamming me and added false charges onto my account saying I owe them money. They have sent the false debt to a collection agency. ******* ****** ******** ***. They have called me for months and harassed me. Half the time they robo-call and no one is on the other line when I pick up. I redial and it leads me to spectrum. Very annoying. I don't even have an account to log in to.
Business Response
Date: 07/03/2025
**** ** ****

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

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

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

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

Charter records indicate that a
representative spoke with Mr. ********* regarding an account concern. A
representative advised Mr. ********* that the outstanding balance was due to
the service period of December 2024 through January 2025, and not for unreturned
equipment. Mr. ********* accepted this resolution and has now addressed this
and was confirmed the account is now settled in full.

A Charter
representative contacted Mr.
********* on June 30, 2025, 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:06/30/2025
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
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 called to cancel my spectrum internet. After over 12 minutes and answering several marketing questions I was told if I didn't stay on the line and continue to answer questions my service would not be canceled.

I returned my spectrum equipment to the local spectrum retail store in ******** and I have stopped payment on any spectrum charges.
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 *** ****** advising that his
account has been disconnected as requested and all equipment received.

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:06/30/2025
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
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 paid in full for my device. When it was shipped to me, I didn't need to use it at the time so I never activated it. That was March 2024. In June 2025 I now need to use the device I paid in full for. They locked it because I never activated it. So when I called them to unlock it, we played this Sim card game. They explained to me I needed the Sim card to unlock the phone. They updated my address in the system and still sent it to the wrong address. I call back and get transferred about 5 times. They send a new card. Every day for a week I was on the phone trying to unlock it. Now that I have the Sim card, I call back as instructed. It isn't until I tell them I'm wanting to use the phone that I paid in full for, on a different network. Now they are refusing to unlock the phone because the guy asked me, why don't you just keep using service with us. I said why can't you just unlock the phone I paid for. After a week, and them getting their feelings hurt because I don't want to use their services now they are telling me it's bc I have a balance due. But the phone was paid in full before balance was due. So as the rightful owner of the phone, and a mom I need to be able to use the phone. Or get a refund for the phone. They are refusing both.
Business Response
Date: 07/03/2025
**** ** ****

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

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

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

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

Charter records reflect a Charter representative
spoke with *** ****** regarding a Mobile device unlock. *** ******’s Mobile
device has now been unlocked. She received a new SIM card, and the line is now active.

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: 07/03/2025

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:06/30/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
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 been a customer with spectrum for the last three years and enrolled in autopay. My spectrum bill has gradually been increasing by about 10 or $20 for a while now but so has everything else, so I didn’t think much of it. And then the bill went up to $66. Out of curiosity, I looked at my bill and noticed that there was spectrum wireless which I am aware of, but there was also spectrum voice and a random phone number. I did not recognize linked to spectrum voice, which I had been paying for since starting service with them. This has been costing me an additional $20 a month, at least. When I called spectrum to make them aware of this issue and to relate to them that I very specifically stated I did not need spectrum voice when initially setting up the equipment, they told me that they switched systems so they can’t see any notes from when I first started service. Nor can they see that they have been charging me for the last three years, as their system only goes back one year. She did confirm that they have been charging me for spectrum voice for at least the last year without my knowledge. It just seems very convenient that they no longer have notes or any information at that from when I first started service and because they cannot verify that I explicitly stated I did not want spectrum voice, they cannot provide me with a refund. They have been charging me an additional $19.99/month for spectrum voice since May 2022 that I again remember stating that I do not want because they were very forceful, trying to convince me to “bundle” and purchase things I didn’t need, which causes me to be very clear in stating what I do and do not need. I am not the only one experiencing this and it’s so sad to think that a company is stealing from people every day and getting away with it, especially vulnerable populations.
Business Response
Date: 07/03/2025
**** ** ****

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

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

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

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

Charter records reflect a Charter
representative spoke with *** ******* regarding charges for Voice services. ***
******* was informed the Voice services have been removed and expectations for future
billing were set. The charges are valid in accordance to Spectrum’s 60-day
dispute policy, but a courtesy billing adjustment has been applied to the
account.

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
Customer Answer
Date: 07/07/2025

Complaint: ********

I am rejecting this response because:
Spectrum essentially stole over $700 from me since 2022 without my knowledge. When speaking to a representative, he stated “we encourage our customers to check monthly billing statements”, yet had no explaination as to how they “encourage” this. MANY customers have automatic withdrawal so that they do not have to manually view the bill and pay each month and Spectrum is aware of this. I believe they are aware of the money they are making without the consent of their customers and more needs to be done to ensure this does not continue to happen without consent. This needs to be a class action lawsuit.

Sincerely,

******** *******
Initial Complaint
Date:06/30/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
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.
Over the past 4 years Spectrum has provided internet services to my address. They stated that I was getting signal and over the e past 4 years made service call visits to my home on 6 different occasions, 1 which they no showed last January and said I canceled which was false. After I called to cancel in June the representative had me try one last visit. The tech came out and inspected the wiring and found that there was an old splitter that had been installed out at the entry point from the street to the house which had been causing interference in the signal. He was shocked that no other tech had ever fixed that. I’ve received 3 or 4 modems over the years form Spectrum. I’ve spend almost $2000 on new routers to fix the problems I’d been having, only to find out that the whole time Spectrum hadn’t wired the connection to my house properly. I called tonight and spoke with Jamie and another guy, forgot his name but the one woman Jamie offer me $23 compensation, it was a slap to the face. I rejected her offer as it’s offensive. I’m not asking for 4 years of compensation, but I am asking for a redo of service done right for the new address I’m moving in tomorrow at a discounted rate for the craziness I’ve endured trying to work from home, getting dropped off meetings because my internet kept getting signal loss. Years of modem resets, trips to Best Buy to buy and setup new routers. Just in the last 6 months I’ve to receipts for three different routers all trying to solve a problem that was always caused by Spectrum.
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 on June 30, 2025, a
representative spoke with *** ****** regarding the matter. The representative
decided that in this case, an adjustment is to be provided. This has since been
completed and proper expectations have been set. Interactions have been
reviewed in an effort to identify coaching and retraining opportunities.

A
Charter representative contacted *** ****** on June 30, 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:06/30/2025
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
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 15, 2025, I called customer service to cancel my service by midnight of May 25, 2025 and customer service reassured me that it would be midnight on May 25. My service was terminated at noon on 5/25. I had to call customer service back to let them know that I have no Internet, and I specifically told them to disconnect by midnight. I was misinformed misled, and now they are billing me for a month worth that I did not use. Per customer service, I was told to call back within 24 hours in which I was not informed. I also was not informed on the phone that I will have to be responsible for a month bill. Spectrum stated that they reinstated it in which that’s not what I wanted. Spectrum failed to give the correct information on June 2. I had to call back to make sure it was canceled. I saw a bill and they said they will take care of it that I will not owe anything today June 28, I have a bill worth of $107.25. I called back Spectrum for the sixth time to get this taken care of. Business failed to get things correctly and billing a customer for a service that was not used. I believe this is a fraud and due to their misinformation and misguided or customer service lack of service..
Business Response
Date: 07/05/2025
**** ** ****

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

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

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

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

Charter records indicate a Charter representative
spoke with *** *** regarding the
final balance after disconnecting services. *** ***
was advised of Spectrum’s Monthly Subscription Service billing policy. A
billing adjustment has been issued, which offsets the remaining final balance on
the account.

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,

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

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Charter Spectrum is NOT a BBB Accredited Business.