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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.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

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    Customer Complaints Summary

    • 14,893 total complaints in the last 3 years.
    • 4,840 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:06/26/2025

      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.
      I dropped off my spectrum router and modem at the store and it was not taken off my account and they are billing me for it. The store does not have reasonable turn in procedures—there was over a two hour wait for the equipment to be turned in. I handed the equipment to an employee of the store on 23June2025 at 1220.

      Customer Answer

      Date: 06/27/2025

      Spectrum has resolved this issue. Thank you!

    • Initial Complaint

      Date:06/26/2025

      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.
      I am a Servicemember being forced to relocate due to military reassignment. I tried to pause/cancel my internet service due to being unable to receive the service due to the temporary orders..
      Spectrum virtual assistance has dropped or refused to connect me with a supervisor/agent. Responses seem AI-generated. They refuse to provide a refund, adjust the bill, or provide the service since my location cannot receive the service. They claim that they are a “subscription service” and do not prorate or abide by ****.

      Spectrum was the only “local” Internet Service Provider available at the time of our contract. They should not be allowed to claim subscription service while providing a utility.

      I would like a refund of the amount aligned with the amount of service that they did not provide or them to provide the service in my location for the period that they are claiming that they provided service (remote and would require them to establish infrastructure).

      Business Response

      Date: 07/10/2025

      **** *** ****

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

      ***  ** *** ******** *****


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

      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, his concerns have been addressed and a
      billing adjustment was applied to the account.

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

      Regards,
      Corporate Escalations
      Charter
      Communications

      Business Response

      Date: 07/10/2025

      **** *** ****

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

      ***  ** *** ******** *****


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

      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, his concerns have been addressed and a
      billing adjustment was applied to the account.

      A Charter
      representative contacted *** ***** on July 8, 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: 07/10/2025



      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,



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

      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:06/26/2025

      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.
      I called on May 20th to reduce my internet bill which was $94.25. The man said he would put me on the $40 a month for a year plan, but when I saw my statement a few days ago it’s saying I owe $104.25? Turns out he never even updated my plan and when I called back to tell them about it, they said there’s nothing they could do and I would have to pay the $104. That’s ridiculous. I shouldn’t have to pay MORE than what I was already paying because someone didn’t know how to do their job properly. I want a refund.

      Business Response

      Date: 07/03/2025

      **** ** ****

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

      ***  ** *** ******** *****


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

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

      Charter's records reflect that a Charter representative spoke with *** *****
      and reviewed the billing on her account. The promotion has been applied to the
      account at the previously agreed upon rate. Interactions have been reviewed in
      an effort to identify coaching and retraining opportunities. *** ***** can
      reach out to Charter directly with any additional concerns.

      A Charter
      representative contacted *** ***** on June 27, 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:06/26/2025

      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.
      On June 17, 2025, I had a phone conversation with a Spectrum Mobile representative that lasted approximately 1 hour and 20 minutes. During the call, the representative clearly offered me a new line with a number change for $10/month. I accepted the offer under that condition.

      However, a few days later, I checked my Spectrum Mobile app and saw that I was scheduled to be charged approximately $52.90 for that same line — a complete contradiction of what was promised to me.

      On June 25, 2025, I spoke with another Spectrum Mobile representative, who acknowledged that the previous agent made a mistake and should not have offered the $10/month price, calling it an act of irresponsibility. I responded that this was not my responsibility, as I accepted a formal offer from their representative in good faith.

      I was informed that they would review the recording of the June 17 call, especially since similar complaints had been made before.

      Through this complaint, I formally request that Spectrum Mobile honor the original offer made to me: $10/month for the new line. As of today, no payment has been processed yet, but I want to ensure that I am billed the agreed amount going forward.

      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 reflect that *** ****** spoke
      with a Charter representative regarding his mobile billing concern. After an
      investigation, *** ****** was informed that his mobile account was corrected,
      and a recurring adjustment was applied for the next twelve months to honor the
      price he was promised.

      A Charter
      representative contacted ***
      ****** on June 26, 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:06/26/2025

      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.
      i have been billed by spectrum but they won't provide me my cell phone service because my mother has passed and have constantly refused to transfer the cell phone account into my name be it in person or over the phone. They continue to bill me but won't provide the service.

      Customer Answer

      Date: 06/26/2025

      I canceled the phone plan with them now they want me to pay them an extra 80 dollars or else to shut off my dead mother's liine even though the only reason I am on her account now is because i had to transfer the account into my name to close it I can not afford an extra 80 USD to close her cell phone plan.

      Business Response

      Date: 07/07/2025

      **** ** *****

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

      ***  ** *** ******** *********


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

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

      Charter records reflect that Mr. *********
      spoke with a Charter representative. After an investigation, Mr. ********* was
      informed that the Mobile service was cancelled per his request. The representative
      confirmed that the final balance on the mobile account was credited, and a
      shipping label was sent to return the mobile device. Charter has confirmed that
      the device balance was removed from the account and no additional balance is
      owed for the Mobile service.

      A Charter
      representative contacted Mr.
      ********* on July 7, 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

      They sent me a packaging label to send back the phone and will not bill me when the phone is returned. Thanks for the help.

    • Initial Complaint

      Date:06/25/2025

      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.
      On June 28,2025 I returned the cable equipment I was using from Spectrum due to unable to afford anymore I had just been charged the $294 for the month of June and was told I probably would not get credit since my billing date closed a day before I called the credit department and was told Spectrum does not give credit and was going to be charged same amount again for July I am reminded the person I do not have any equipment anymore and I returned them due to unable to afford but why pay if I am not using the equipment, I had this cable company for about 7 years

      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 on June 27, 2025, a
      representative spoke with *** ******** regarding the matter. The cause of the
      issue has been identified and addressed. 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 27, 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:06/25/2025

      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 service was interrupted today while I was working for a past due amount of $123 total with $60 technically past due. Let’s start off with the fact I’ve been paying 100 a month (for a long time, I used to have low income prices) for service just to find out after speaking to the retention that I can get my bill down to $60. I deserve a reimbursement at least. Spectrum cut your service off for little to nothing. I don’t get paid until tomorrow and this interruption disrupted my work.

      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 that a Charter
      representative reviewed the bill and explained Charter’s billing policy. Charter
      has determined that the bill is correct, and no adjustments are due.

      A Charter
      representative contacted *** ***** on June 25, 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:06/25/2025

      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.
      I have a plan with Spectrum cable where I get to pick 15 channels, I have picked 11. I want to add the *** channel along with the *** * ***** NETWORKS but spectrum won't let me do this without raising my bill $30.00 a month that I can't afford. Spectrum has a sports package, but it doesn't include the two SPORTS channels i want to pick. Its unbelievable that I pay over a $100.00 a month out of my social security income to watch TV and still not get to see the events I want to watch without leaving my home to drive 25 miles to a sports bar so I can watch them. Its outrageous to charge someone $30.00 extra dollars a month for 2 or 3 channels!!!!

      Business Response

      Date: 06/30/2025

      **** *** ****

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

      ***  ** *** ******** *****


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

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

      Charter records reflect that a Spectrum
      representative contacted *** ***** to acknowledge his service and billing issue
      with Spectrum. The representative informed *** ***** of the sports channels
      listed with Spectrum services with the **** box, but *** ***** declined to make
      any changes to his account at this time. *** ***** is aware of how he can watch
      the **** *** *** *** ***** networks and the price of the upgrade.

      A Charter
      representative contacted *** ***** on June 27, 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: 06/30/2025



      Complaint: ********



      I am rejecting this response because:



      Sincerely,



      **** *****

    • Initial Complaint

      Date:06/25/2025

      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.
      They seem to be throttling my upload speed in the ***** ** area, it was running fine uploading up to 1080p video just fine for a while then suddenly i cant even do 480p without problems, i think they are throttling me

      Customer Answer

      Date: 06/25/2025

      you can drop the complaint

      Business Response

      Date: 06/26/2025

      **** *** ****

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

      ***  ** *** ******** ******


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

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

      Charter records reflect that a Charter
      representative spoke with *** ****** who explained that he was able to
      trouble-shoot and resolve the Internet speed issue on his own.

      A Charter
      representative contacted *** ****** on June 25, 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:06/25/2025

      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 bought a brand new ****** from them within a week the phone was showing defective traits. I contacted tech-support. We tried to fix the issue over the phone and ultimately the phone back. They stated there was damage to the phone which there was not it was a brand new phone that did not work now they are trying to scam me out of $342.34 to pay for the phone.

      Business Response

      Date: 07/01/2025

      **** ** ****

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

      ***  ** *** ******** **********


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

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

      Charter records reflect that a Spectrum representative
      contacted *** ********** to acknowledge her billing issue with Spectrum. The
      representative informed *** ********** that her mobile device was graded
      incorrectly. The grading has been corrected in the account. A billing
      adjustment has been applied to the account.

      A Charter
      representative contacted *** ********** on June 27, 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: 07/01/2025



      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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