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Business Profile

Cable TVs

Charter Spectrum

Headquarters

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

    • 15,126 total complaints in the last 3 years.
    • 5,021 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:08/30/2022

      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.
      I was connected with the internet connectivity and because of a balance I owe which I tried to make arrangements for it being that I’m on a fixed budget so they disconnected my internet.

      Business Response

      Date: 09/13/2022

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

      Charter was unable to address Mr. ****** concerns without speaking to him directly. 

      A Charter representative attempted to contact Mr. **** on August 30, 31 and September 01, 02, 2022, using the contact telephone number and e-mail address that Charter has on file.  Charter was unsuccessful in these contact attempts and on September 05, 2022, Charter mailed a letter with  direct contact information.  It is Charter’s recommendation that Mr. **** contacts Charter directly to expedite a resolution.

      Regards,
      Corporate Escalations
      Charter Communications

    • Initial Complaint

      Date:08/30/2022

      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.
      Spectrum Communication is constantly professing to have 99% network reliability. This is false. There is something wrong with their cable TV that goes out every other week. Then it's the Internet that goes out. Spectrum communication has been part of the family for over 21 years. I remember the merger between Charter, ************ and *********** to form Charter. I pay $301 per month and I'm constantly calling Spectrum about outages. Check your records I have never missed a payment. As a former E8 for the US Army and a former GS for the Federal Government we could not run our corporation like this. How pathetic is it that Spectrum has a rating of "D-" with the Better Business Bureau. Currently I have an AA, BS and an MBA from ******* ********** ** ** *****. I have been associated with the Information Technology industry for 34 years. I have recently shut down two of my Information Technology businesses to pursue other avenues. One of these directions is to go after companies that are taking advantage of the public. You have overcharged me for at least 4 years stating and selling me a one Gig service for Internet. That is untrue the most it has ever been: 940 Mbps. In reference to your email the SMTP server you are pushing is constantly infected with malware and viruses. Stop lying to the public about the Spectrum Security System. Again, more lies. It's like ******* and ******; more programs to clog up an already secure ********* or ***** system. They have great security. Stop with the voice ID and Biometrics. Leave that stuff to the military and federal government. Spectrum needs to concentrate on getting a handle on cable tv and Internet reliability and continuity. Also, you should have a business manager handling your "D-" BBB account. Wow. That is so bad. I'm thinking of taking story to ****. ******* ******** **** *** ** ****** **** ******* ********** ** ********** ****** ** ** **** *************************** *************************

      Business Response

      Date: 09/13/2022

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

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

      Charter records indicate on September 8, 2022, a representative spoke with Mr. ******** regarding the matter. The cause of the issue has been identified and addressed. Proper expectations have been set. Interactions have been reviewed in an effort to identify coaching and retraining opportunities.

      A Charter representative contacted Mr. ******** on September 8, 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:08/30/2022

      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.
      I called to disconnect my service due to a move on Aug 15, 2022. The person on the phone told me there was 'an issue with their system' and that he couldn't access my account and to call back later. I called this morning to try again to disconnect my service. The representative was VERY aggressive in trying to get me to not disconnect my service (even though I will no longer be living here and no longer need the service). They aggressively pushed products on me which I refused multiple times. They said they canceled my service and that I would get an email confirmation. After not receiving the confirmation, I called back. This THIRD person, confirmed that NO disconnect request had been issued and proceeded to hang up on me. A FOURTH time, I called. This person told me the disconnect request had not been issued and that they would issue it. I get the feeling that this company's sales practices are so aggressive that representatives are just NOT completing customer requests in order to not have disconnects or cancelations on their record. That is bad practice. I want to ensure that my service is disconnected.

      Business Response

      Date: 09/13/2022

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

      This letter is in response to your correspondence regarding the complaint submitted by Ms. ****** ****** involving an experience with customer service. 

      Charter's records reflect that a Charter representative spoke with Ms. ****** regarding her experience with Charter. The representative reviewed the situation and based on the findings, it has been deemed that the account was scheduled for disconnection as requested. Future billing expectations were discussed.

      A Charter representative contacted Ms. ****** on September 2, 2022 and discussed the above information. Ms. ****** has been provided Charter’s direct contact information for future reference.

      Regards,
      Corporate Escalations
      Charter Communications

    • Initial Complaint

      Date:08/30/2022

      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.
      I purchased a cell phone for my grandson, February 7,2022 for his birthday. The sale person (Chris), told me he would credit my account for $400, if we got a new phone, so my grandson got a new phone, but it wouldn’t be posted for 2 months to my account. After 2 months, I checked and it was not posted. I went to the store and the supervisor (Ms M****), said she would check and let me know because they couldn’t find my old phone. It took about a month before I went back, Ms M**** said they found the phone but the provider did not want to give it back or credit my account, telling Ms M****, I didn’t have anything to do with that she continue to say she would check and see what could be done. After a month had passed again, I went back to the store and was told she was on vacation, and that she would take care of it when she get back after her vacation. a week later and no response from Ms M****, I went to the store again and (Ms M****) was out due to sickness. After 5 months and still not getting this issue resolved I asked for account credit or phone back. I went to 3 Offices in Charlotte (University), (South Blvd), and (to no avail and was told only Ms M**** could handle this request. I also called Charter Spectrum and the receptionist said she would notify someone, but no one contacted me.After going back to the store again, Ms M**** said she would only give me $100 and that, was all they (Spectrum) was going to give me. I asked for my phone back and she said I was only getting the $100 credit to my account but no phone, so take it or leave it, I left without my old phone or the $100 she was offering me. I feel as though they stole my money and phone and there is nothing else I can do.

      Business Response

      Date: 09/15/2022

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


      Dear Dispute Resolution:

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

      Charter records indicate that on September 12, 2022, a representative spoke with Ms. **** and informed her that the promised incentive has now been applied to her account as a credit.

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

      Regards,
      Corporate Escalations
      Charter Communications

    • Initial Complaint

      Date:08/30/2022

      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.
      A man knocked on my door, offered affordable connectivity (ACP) $22 a month, I'm on disability. Was soon billed more, tried many many times to resolve to no availability. Instead got upgraded!! Many more phone calls and visit to spectrum store, paid $62. Still not the deal I signed up for! NO ONE CAN CHANGE IT, That I've contacted!! Still getting billed for too much. Cut off my internet. I don't owe them - I never agreed to current charges. Did not ask for the upgrade.

      Business Response

      Date: 09/13/2022

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

      Charter’s records reflect that a Charter representative spoke with Mr. ******** June 16, 2022, to acknowledge his billing concern. Mr. ****** was informed a one-time credit was applied to the account per Charter’s 60 day dispute policy. The representative confirmed Mr. ****** is currently enrolled in the Affordable Connectivity Program (ACP).


      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:08/30/2022

      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.
      I have been with time Warner/ spectrum for over 6 years and my bill keeps going up and up and I have talked with customer service representatives over the years and still nothing. This past year I have had my cable internet bill changed about 6 times and keeps going up and up and they keep adding fees. I got a text about getting my internet for half off and it was some special that I qualified for. When I called about it they acted like I was stupid. I’m done and fed up with them

      Business Response

      Date: 09/09/2022

      ********* ** **** ****** ******** ****** ***** ******* ********** ** ****** **** ********* ** ***** ****** ***** ******** **** ***** ******** ****** *************** **** ****************************** ***  ** *** ******** ****** **** ******* *********n:

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

      Charter was unable to address Mr. ******** concerns without speaking to him for additional information. 

      A Charter representative attempted to contact Mr. ****** on August 30th, 31st, and September 1st, 2022 using the contact telephone number and e-mail address that Charter has on file.  Charter was unsuccessful in these contact attempts to reach Mr. ******.  On September 1st, 2022, Charter mailed Mr. ****** a letter with Charter’s direct contact information.  It is Charter’s recommendation that Mr. ****** contacts Charter directly to expedite a resolution.

      Regards,
      Corporate Escalations
      Charter Communications

      Business Response

      Date: 09/09/2022

      ********* ** **** ****** ******** ****** ***** ******* ********** ** ****** **** ********* ** ***** ****** ***** ******** **** ***** ******** ****** *************** **** ****************************** ***  ** *** ******** ****** **** ******* *********n:

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

      Charter was unable to address Mr. ******** concerns without speaking to him for additional information. 

      A Charter representative attempted to contact Mr. ****** on August 30th, 31st, and September 1st, 2022 using the contact telephone number and e-mail address that Charter has on file.  Charter was unsuccessful in these contact attempts to reach Mr. ******.  On September 1st, 2022, Charter mailed Mr. ****** a letter with Charter’s direct contact information.  It is Charter’s recommendation that Mr. ****** contacts Charter directly to expedite a resolution.

      Regards,
      Corporate Escalations
      Charter Communications

    • Initial Complaint

      Date:08/30/2022

      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.
      On 6/24/2022 I called and spoke with Mary (1st level) and then a gentleman from the Spectrum Support Team. My request was to terminate my service effective immediately. Mary refused to comply and said that no matter what I did, that my attempt to terminate the account "ain't going to happen" (her exact words). I believe the next person was named Keith or Brett. I explained that I paid for an extra month, but had already set up another, less expensive service. He did his best to salvage the account - but I refused. He said he wouldn't be able to prorate the charges on the account - which was fine. He gave instructions for how to return the modem - which we did. I even got a confirmation email regarding my request to disconnect service. Since then, I've received 2 bills and have now received a letters from a collections agency. In 2003, I was late for one payment and the service was cancelled w/o warning. Now when I request cancellation I can't and I'm forced to continue paying for it? I want the service cancelled immediately, and continuing attempts to collect the previous payment stopped. This was not a contracted service. It was month-to-month.

      Customer Answer

      Date: 09/02/2022

      ***** ****** ****** ********************** ***** ********* ********* ** **** **** ** *** ********** *********************** ******** ********* ** ********* ******** **** ****** ******** ****** ** ************
      The issue has been addressed by Spectrum, Inc. The final invoice has been paid and the issue, as I see it, is resolved. Agent Fred S**** in ********** ** spoke with me tonight and we went through the billing, and the confusion with the representative who handled the account termination.

      I’m satisfied with the resolution to this matter.

      Sincerely,
      ****** ****** **** * ****** ***** ***** ********* ** *****

    • Initial Complaint

      Date:08/30/2022

      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.
      08/29/2022 I signed up with spectrum with the 14$ plan. When I did, I was told I could upgrade to the 29$ plan if $14 is not good enough. I called to change to the 29$ but I was told no. They stated that's for 2 lines. I was conned by spectrum. They lied flattly to me. Chicorey told me that they told her they can give me what they promised. But she tried to help me which I appreciate. She is the only good thing in this situation. I am with spectrum for a few day and regret it. They lied and should be fined for this scam.

      Business Response

      Date: 09/19/2022

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

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

      Charter records indicate on September 12, 2022, a representative spoke with Mr. ****** regarding the matter. After reviewing the interaction, the representative found that correct expectations had been set regarding mobile plan offers. Mr. ****** understands another line is required to obtain the $29.99 offer.

      A Charter representative contacted Mr. ****** on September 12, 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:08/30/2022

      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.
      I placed a pre order for a * **** * and should have received up to 300.00 for my trade in of a note 20 ultra plus the value of the phone. The person who placed the order put it in as a second line and not a trade in. Now spectrum is telling me its to late to trade in my note 20. and the service person lied and told me I could trade it in at the store and when i went to the store they said since i started the transaction online they could not take the trade.

      Business Response

      Date: 09/15/2022

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

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

      Charter’s records reflect that a Charter representative spoke with Mr. ***** on September 6, 2022 to acknowledge a mobile trade in concern. The representative informed Mr. ***** that a device credit was approved and will be applied to his mobile account in equal installments over the next twelve months

      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:08/30/2022

      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.
      I contacted spectrum customer service chat 8/28 to address the increase in my bill since establishing a contract with their business. The employee asked what channels I watch. My response including channel 32. The employee then sent me a list of networks and included that I could receive a $30 discount to see if I agreed. I said yea thank you nearly skimming the list since the prior question included the channels I watch/expected to be included. To then find out channel 32 was not included! When I contacted spectrum demanding they resolve this. It was Brought to my attention that not only could I not get the plan back that I had they would not agree to the new price that they had offered me. I feel like I was taken advantage of based on my age And was house under false pretenses of exactly what I was agreeing to without multiple tears of management finding me a resolution after knowing I felt bullied and discriminated. They then kept telling me to go back to the chat where they blocked out my words with symbols to hide the truth of the exact conversation

      Business Response

      Date: 09/12/2022

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

      This letter is in response to your correspondence regarding the complaint submitted by Ms. ****** involving her channel line-up. 

      Charter was unable to address Ms. ******’s concerns without speaking to her directly.

      A Charter representative attempted to contact Ms. ****** on September 02, 05 and 06, 2022, using the contact telephone numbers and e-mail address that Charter has on file.  Charter was unsuccessful in these contact attempts and on September 12, 2022, a letter was mailed with Charter’s direct contact information.  It is Charter’s recommendation that Ms. ****** contacts us directly to expedite a resolution.

      Regards,
      Corporate Escalations
      Charter Communications

    Charter Spectrum is NOT a BBB Accredited Business.

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