Spectrum- Customer Service & Technical Support Failure I have been experiencing internet service issues since November of last year, and unfortunately those problems have continued throughout this year with little to no resolution. Over the course of several months, I contacted Spectrum multiple times through both phone support and online chat. Each interaction resulted in the same troubleshooting process: rebooting and resetting equipment. While these temporary fixes occasionally restored service during the call, the internet would become unstable again within hours. As someone who relies on a stable connection for streaming, work, and daily activities, the ongoing interruptions became extremely frustrating. After months of recurring outages and poor service quality, I contacted Spectrum to cancel my service. During that conversation, I was persuaded to stay after being offered one of the newer routers heavily promoted in Spectrum’s advertising campaigns. A technician appointment was scheduled to install the upgraded equipment. My appointment window was between 3:00 PM and 4:00 PM. At approximately 3:30 PM, dispatch informed me that the technician would be running late. However, the technician did not arrive until around 5:00 PM—over an hour past the scheduled window. When the technician, Vesile, arrived, he asked why he was there. I explained that the appointment was specifically scheduled to replace my existing router with the newer model. Instead of proceeding with the replacement, he insisted on troubleshooting the existing router despite my explanation of the appointment’s purpose. Throughout the visit, he repeatedly mentioned that he was supposed to be heading home, which created the impression that my appointment was an inconvenience. After spending time checking the old equipment, he eventually attempted to install the replacement router only to discover that he had not brought the correct model. At that point, he instructed me to call Spectrum customer service and cancel the appointment. While I agreed to make the call, the situation became uncomfortable when he refused to leave my apartment until I contacted customer service. I repeatedly informed him that I would handle the call, but requested that he leave. Only after I warned that I would contact law enforcement did he finally exit my residence. Following this incident, I contacted Spectrum to report the situation. I was apologized to and instructed to pick up the correct router from a local Spectrum store in Costa Mesa. After making the trip, I was given the wrong router yet again. The store representative appeared uninterested in verifying whether the equipment matched what had been promised and simply instructed me to call customer support to activate it. Upon returning home, I discovered it was the exact same model I already had. To make matters worse, when I contacted Spectrum again, I was informed that the router model being advertised and promised to me was not currently in stock and that there was no estimated timeframe for availability. This raises a serious question: Why is Spectrum aggressively advertising and offering equipment that is unavailable to customers? Over the course of this experience, I was given repeated assurances, scheduled appointments, incorrect equipment, conflicting information, and an extremely uncomfortable interaction with a technician. After months of poor internet performance, I still do not have a resolution. The most disappointing part is not the technical issue itself, it is the lack of communication, accountability, and follow-through from Spectrum at nearly every stage of the process. Spectrum had multiple opportunities to resolve this issue and retain a loyal customer. Instead, the experience has left me with little confidence in the company’s service, technical support, and customer care.

I wanted to take a moment to tell you what an amazing customer service experience I had yesterday at your South Coast Plaza location in Santa Ana. I walked in ready to do battle. I was greeted by Diego Campos with a smile and a genuine interest in taking care of my situation. That man was a joy to have as my Spectrum representative. I have no doubt that everyone in that store is just as professional and kind and efficient as he was, but I just know that I got lucky to have him. He was able to deliver the bad news to me with charm, and then he helped walk me through my best options moving forward. Diego, you are the man. Thank you for making my day!

Man let me tell you I was about to cancel my internet service with yall and I came in to the store and Diego helped me out, this man saved me from canceling you guys. He took care of me as if he knew me. Diego was on it when I told him my issue I had and as some one who did customer service I can sure say he’s good at what he’s doing man deserves a raise not only .25 or.50 give him a live able wage. And thank him for making sure your customer don’t leave the provider after everything that’s been happing with the provider.

I received excellent service. Carlos assisted me today. He was kind, respectful and patient. He explained Everything to me. He shared my account on screen so I could see how he was assisting me with saving money. You are lucky to have such wonderful employee representing your company **********

EXCELLENT SERVICE!! ThIs location rocks bc they take a small business approach to how they service their customers. I think we all appreciate being recognized by our name vs.a number. It's been 2 years since I first visited this location. They were true lifesavers then,(shout out to Diego) and rose to the occasion again, to help me get the phone I needed at a fair price and completely set up-- all this and out the door, in less than 45 mins!! THANKS GUYS!!!!☺️