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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

    • 14,873 total complaints in the last 3 years.
    • 4,826 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:06/24/2025

      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.
      Spectrum mobile offers a free year of mobile phone service for one year. This promotion is to bring customers from other mobile services to Spectrum service. I was switching from ******* with two lines. Spectrum attached the discount to one of two lines. The next day after starting service with Spectrum mobile, one of the two service lines had to switch back to *******. Spectrum would not honor the free year of service on the line that remained with Spectrum. Spectrum said the promotion would only apply to the line that was active for ONE day. They refused to switch the promotion to the active line, despite this being the only reason for switching the service to Spectrum. Now I am obligated to pay for the line of service with Spectrum. Spectrum said it was unable to switch the promotion to the active line due to “the system” and would offer no recourse. It feels like bait and switch in which Spectrum offered service for free, then switched the promotion off to benefit them

      Business Response

      Date: 07/02/2025

      **** ** ****

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

      ***  ** *** ******** ******


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

      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 ***
      ****** and
      discussed Spectrum's free mobile line promotion requirements.  *** ******’s
      account has been updated appropriately and future billing expectations were
      discussed.

      A Charter
      representative contacted *** ****** on June 24, 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: 07/09/2025

      Hello. A member from Spectrum reached out to me and was able to create a plan that worked for me. I was thankful to speak with a corporate member who heard my complaint, and worked diligently to resolve it. Many thanks to the BBB for helping to mediate a pleasant outcome for both parties. 

    • Initial Complaint

      Date:06/24/2025

      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.
      Spectrum rep Rita downgraded my plan under the guise of lowering my plan price. Wasn’t honest that she was lowering my GB - she only told me she was giving me a deal. I made it clear I wanted to keep my 600 plan. Then she added on advanced WiFi without being transparent. Now a router is coming that I did not need nor agree to that I have to now send back. It was a totally dishonest transaction that I am now happy with. I called to cancel to switch to providers but she said she could give me 600 for $40. Instead she took me out of a grandfathered plan and told me it would be $40 for 600 GB but she switched me to a lower plan. Now I have less gigs and they expect me to go to a store a return a router that I didn’t need nor ask for. Bad business.

      Business Response

      Date: 06/26/2025

      **** *** ****

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

      ***  ** *** ******** *******


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

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

      Charter records indicate that the customer’s
      previous promotional rate and level of service have been restored, as requested.
      The customer has been advised that a pre-paid shipping label has been issued,
      so they may return the Spectrum issued router.    

      A
      Charter representative contacted *** ******* on June 24, 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:06/24/2025

      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 deactivated my services with Spectrum on March 7th, 2025. I paid the final amount of $89.99 on March 19th, 2025, after already having returned my equipment. My account then became inactive, so I am unable to log in online or in the mobile app as a customer anymore.

      Now, on June 18th, 2025, I have received an email that an ******* charge for $25.00 has failed, and to log in to update my payment information.

      I contacted Spectrum via online chat to inquire about this charge, and they say that one day before my manual payment of my final charge ($89.99 on June 19th), an ******* failed to charge, which results in a $25.00 charge. They say they cannot remove this charge, since my account is inactive. This charge, which appeared months after my final payment, has also been an attempted and failed autopay, which may again result in a "Returned Payment" fee. But, since my account is inactive, I cannot log in to my account. So I cannot remove ******* options. So I am possibly going to be hit with a never-ending cycle of unexpected returned payment fees, which I cannot pay online. The chat assistant said that the $25.00 bill will go to collections if I do not pay it. But I cannot login to their website by myself to change the ******* so that I am not in danger of getting hit with "returned payment" fees on their subsequent ******* attempts for a "returned payment" fee that was charged months after I successfully paid my final bill.

      Business Response

      Date: 06/25/2025

      **** *** ****

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

      ***  ** *** ******** *****


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

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

      Charter’s records reflect a Charter
      representative provided Ms. ***** with a billing explanation for her account. Ms.
      ***** was informed a onetime billing adjustment has been applied to the
      account.

      A Charter
      representative contacted Ms. ***** on June 24, 2025, and discussed the above
      information. The representative provided Charter’s direct contact information
      to Ms. ***** for future reference.

      Regards,
      Corporate Escalations
      Charter
      Communications

      Customer Answer

      Date: 06/26/2025



      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:06/24/2025

      Type:Service or Repair 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 moved to a new construction and was told that spectrum would be our service provider for internet services. I have talked to spectrum several times and was told from one agent that the area wasn’t deemed serviceable then told by the construction team that they are waiting for permits and they gave me a ETA of November 24th 2025 when I called back today not only did the sales representative give me attitude she told me to call back in May 2026. I was told by neighbors that spectrum gave them a 5G hotspot device for services until services are available and I would like the same thing.

      Business Response

      Date: 06/29/2025

      **** *** ****

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

      ***  ** *** ******** ******   

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

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

      Charter records a Charter representative
      spoke with *** ****** and discussed that Charter no longer offers 5g Hotspots. The
      representative explained that the construction team would evaluate the project
      for any opportunities to accelerate the build if possible.

      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:06/24/2025

      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.
      I opened new mobile service with Spectrum in April 2025 and ordered an ****** **. I received the wrong size and needed the ****** ** *** ***. Spectrum agreed to send the correct model first and instructed me to return the original. I reset the original phone, packaged it carefully, and took photos showing it was in perfect condition. At *****, the staff advised me to take more photos for documentation, which I did. Spectrum received the phone on May 5, 2025, but later claimed it was damaged and refused a refund.

      I asked for proof and was sent a photo of a phone with a scratch, which I don’t believe is the same phone I sent. They still charged me $540, and when I escalated to a supervisor, they said nothing could be done—even with my photo evidence. I disputed the charge with my bank and was credited temporarily. However, Spectrum added the charge back to my mobile account, which originally had a $40 balance. Now I owe over $580 for a phone I don’t have and didn’t damage.

      This seems like a recurring issue, where Spectrum blames damage in transit to avoid issuing refunds. I have photos proving the phone was in excellent condition when shipped. ***** staff also witnessed and documented it. I believe I am being unfairly charged and penalized for doing everything by the book. I’m a new customer and also have internet service through Spectrum. I expected fair treatment but have been met with poor customer service and an unjust charge.

      I’m asking for the $540 phone charge to be removed from my account and for Spectrum to stop any related collection actions. I followed all instructions, returned the phone properly, and provided clear evidence.

      Business Response

      Date: 07/02/2025

      **** ** ****

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

      ***  ** *** ******** *****


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

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

      Charter records indicate a representative spoke with ***
      ***** advising that after a review of the account it was determined that a billing
      adjustment is warranted.

      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:06/20/2025

      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.
      June 12 justine she got me a new plan rate of 170 per month, June 19 spoke with Jesse, listened to call and stated yes she promised 170 a month for a year both in ** sent me to his supervisor John in ** ph # *** *** **** also listened to call and she promised 170x12 months but he couldn't do anything but retrain her. Refused to give me my 170$ x 12 months

      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 indicate on June 30, 2025, a
      representative spoke with *** ********* regarding the matter. The cause of the
      issue has been identified and addressed. Billing adjustments have been provided
      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

    • Initial Complaint

      Date:06/20/2025

      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.
      Had internet services for a year at **** ***** ***** *** ***, ******** **. We moved out of the apartment on 5/31 when lease expired and returned equipment to local store on 6/5 and called to confirm our service was cancelled as well and was told it was already pending cancellation. They still charged me for a full month of service of 74.99 for service from 6/1 through 6/30 even though we didn't have the equipment or use the service. Tried to resolve through them but they just kept transferring me to different people.

      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 a Charter
      representative sent an email to *** ******
      regarding the final bill after canceling services, as we were unable to speak
      with her. *** ****** was informed
      of Spectrum’s Monthly Subscription Service policy. A billing adjustment has
      been applied to the account for the final balance

      A Charter
      representative contacted *** ****** via email 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:06/20/2025

      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 an ongoing issue with Spectrum regarding a new ****** I purchased from Spectrum approximately 2 months ago. As a disabled individual who relies on delivery services, online banking which requires a verification code from a third-party. Despite exhaustive efforts with both Spectrum and *****, those verification codes will not be allowed. I asked to cancel my service and return the phone without further cost, but Spectrum has refused this request.
      I have contacted Spectrum's technical support numerous times, visited a Spectrum store in person, and had my case escalated to higher support levels. Each interaction has ended without a fix, with all representatives unable to explain our correct the issue.
      Contact with *****, who examined the device confirmed the phone operated correctly, and started the problem lies with Spectrum's service rather than the phone.
      This issue has left me unable to access services I depend on daily, causing significant frustration and hardship. Spectrum's inability to resolve the problem- despite weeks of back and forth- and refusal to allow me to cancel the service without paying for an unusable phone has led me to file this complaint.
      I respectfully request the following resolution:
      • cancelation of my Spectrum mobile service without penalty.
      • permission to return the ****** to Spectrum at no additional cost, as it does not meet my essential needs due to this unresolved issue.
      Thank you for your attention to this matter. I hope for a swift resolution and an available at ###-###-#### or ###-###-#### for any follow-up.
      ******* *******
      •

      Business Response

      Date: 06/26/2025

      **** *** ****

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

      ***  ** *** ******** *******


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

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

      A Charter representative spoke with Ms.
      ******* regarding a Mobile service concern. After some extensive
      troubleshooting and updates the Mobile concern has been resolved.

      A Charter
      representative contacted Ms.
      ******* on June 24, 2025, and
      discussed the above information. The representative provided Charter’s direct
      contact information to Ms.
      ******* for future
      reference.

      Regards,
      Corporate Escalations
      Charter
      Communications

      Customer Answer

      Date: 06/27/2025



      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:06/20/2025

      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.
      Date: May 25,2024
      Amount paid : $29.99 per month Service Spectrum TV promotion if you get internet with the total of $62.77 per month
      Nature of despute: was a promotion to get the Spectrum TV free for 6 moths and one year for phone line
      May 10, 2025 we found out they were charging us for a service that we went to the store to return the equipment return August 29, 2024 we the understanding of canceling any service related with the TV and three time we ask about if they won't charge us at the store plus we are 68 years old and we didn't like it. I was not in the country after that and trust Spectrum they were not charging my credit card that was another promotion if we did it directly with auto payment. because we did have death at the family destruction to our house we didn't know they still charging us until today that we went to the store to ask for the telephone plan. we spent about 7 hours trying to resolve it at the store with a supervisor Bryan by telephone (who was a horrible experience) that try to tell me how he will know my conversation with the employed when I return the equipment how he will know I said I cancel at store the Manager Eric that sold to us this misleading packet, Melisa that was that try to help us they offer to us 60 days return, and we did not accept. Because I cancel and my husband Richard was there and is my witness. Spectrum is misleading the customer, and they take the opportunity giving a false advertisement of free and doesn't matter we went personally at the store to cancel they do it in purpose because we still trust business and people and was for me impossible to see my paper bill.

      Business Response

      Date: 06/27/2025

      **** *** ****

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

      ***  ** *** ******** ********


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

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

      Charter representative has reviewed Ms. ********
      account and based on the findings; her concerns have been addressed.

      A Charter
      representative contacted Ms. ******** on June 22, 2025, 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:06/20/2025

      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 ordered an **** and ****** ***** *** ***** I was told everything was ordered I received the tablet but not the phone I contacted them and asked where is the phone they told me one of my lines going to be free now I got my bill it was 156 I contacted customer service I was told she was putting a $50crrsit on my bill which never happened I’m very upset because their representative told me lies everytime I spoken with them then to find out one of my lines wasn’t free because I dnt have WiFi that just took a toll on my heart their representative dnt care what position they put me in it’s not right nor is it fair to me I’m without my ******** ******* because I was lied to I have to pay for both lines every month because I was lied to it makes no sense to lie to a consumer and make it hard on me

      Business Response

      Date: 07/02/2025

      **** ** *****


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

      ***  ** *** ******** *****

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

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

      Although Charter made initial contact with*** *****, we
      have been unable to reach her again to review our findings.

      A Charter
      representative attempted to contact *** ***** on June 25, 26, 27, 28, 29, and
      30, 2025, using the contact telephone number and e-mail address that Charter
      has on file. Charter was unsuccessful in these contact attempts to reach ***
      *****. On July 1, 2025, Charter mailed *** ***** a letter with Charter’s direct
      contact information. It is Charter’s recommendation that *** ***** contacts
      Charter directly to expedite a resolution.

      Regards,
      Corporate Escalations
      Charter
      Communications

    Charter Spectrum is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

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