Business Profile

Cable TVs

Charter Spectrum

Headquarters

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

15,110 total complaints in the last 3 years.
5,017 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:08/23/2022
Type:Sales and Advertising 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.
A representative from Spectrum came to my home, forced entry into my home, and caused damage in the process. I have reached out to Spectrum, who despite acknowledging that their service tech did force entry into my home, is refusing to pay the damages caused by their representative. Spectrum was on my property in order to provide services to a neighboring property. Their service rep decided that he wanted to run the cable through my basement (which was in no way required) to get to the neighbors unit. I was not home at the time, so the rep forced entry into my basement and caused damage. Spectrum admitted that the rep forced entry into my home, but claims no damage was done and refuses to fix the damage. My request is for Spectrum to agree to reimburse the expense I incur from hiring a contractor of my choice and having the contract fix the damage in the way he considers appropriate. I am not willing to let Spectrum either fix the damages or to determine the amount they are willing to pay for the damages. Only for them to reimburse the contractor's expense.
Business Response
Date: 09/27/2022
********* *** **** ****** ******** ****** ***** ******* ********** ** ****** **** ********* ** ***** ****** ***** ******** **** ***** ******** ****** *************** **** ****************************** *** ** *** ******** ******* **** ******* ***********

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

Charter records indicate on September 26, 2022, a representative spoke with Mr. ******* regarding the matter. After reviewing the matter, the representative could not find any visible signs of damage as described by Mr. *******. Once received, Mr. ******* will provide an estimate of the damages from a contractor.

A Charter representative contacted Mr. ******* on September 26, 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:08/23/2022
Type:Product 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.
My internet have been going in and out almost every day for the past couple of weeks. I have reached out to customer service and tech support and none are not help. I work from home and can not be having outages every other day . Internet went out today for about 10 minutes and I reached out and they have no clue what happen. The field office in this area are not handling issues and fixing them which is why they keep happening I need some one from corporate to get a handle on this.
Business Response
Date: 09/06/2022
********* ** **** ****** ******** ****** ***** ******* ********** ** ****** **** ********* ** ***** ****** ***** ******** **** ***** ******** ****** *************** **** ****************************** *** ** *** ******** ****** **** ******* ***********

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

Charter was unable to address Ms. ******** concerns without speaking to her for additional information.

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

Regards,
Corporate Escalations
Charter Communications
Initial Complaint
Date:08/23/2022
Type:Product 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've recently became a spectrum customer for spectrum internet. During the sales process I asked various times of the upload and download speeds on fiber were symmetrical and the answer was yes each time. In fact I'm willing to call in right now and ask the same question again and I know i'll get the same answer. Upon installed the on-site tech also said I would get 1gbps upload and download speeds. Even saying "yes" you are getting those speeds in my kitchen when talking with me upon completion of the installation. I've never seen those speeds. After chatting with Spectrum about the slower than sold upload speeds they've done some troubleshooting and said the tech would be out to check the issue. Through another chat today to see why spectrum didn't come out to bury the line as they promised they stated that 500mpbs upload is the limit even though other chats and calls told me i would get 1gbps. This is 100% fraud and I am not taking this lightly. Recap: Spectrum Fiber Gig is the plan I have and was told it would be 1gbps upload and download speeds. I do not get that and now after the sale I am being told that it should be 1gbps download and 500mbps upload.
Business Response
Date: 01/19/2023
******* *** **** ****** ******** ****** ***** ******* ********** ** ****** **** ********* ** ***** ****** ***** ******** **** ***** ******** ****** *************** **** ****************************** *** ** *** ******** ********* **** ******* ***********

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

Charter records indicate on August 31, 2022, a representative spoke with Mr. ********* advising him that he was provided inaccurate information regarding his Internet speed. Mr. *********** account has been updated with a promotional rate and Mr. ********* is aware of the expiration date for the new rate. Mr. ********* advised he is satisfied with the completion of the drop bury and has no further concerns.

A Charter representative contacted Mr. ********* on September 02, 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:08/23/2022
Type:Order 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.
8/11/22 and 8/22/22- Spectrum- called to cancel due to raising prices. Service rep advised they could give us the same programming at discounted rate. We specifically asked if nothing was changing and service and channels were the same. The rep advised yes all the same. Then we go to watch hbo a few days later and several channels are gone. We call and they advise they can't give us our package back at that rate which we were told they could on prior call. Then they tried to charge us more then what we would of paid for it if we just left it and never called to cancel. Very dishonest service. Reps lie to keep you as a customer. No resolve.
Business Response
Date: 09/05/2022
********* ** **** ****** ******** ****** ***** ******* ********** ** ****** **** ********* ** ***** ****** ***** ******** **** ***** ******** ****** *************** **** ****************************** *** ** *** ******** ****** **** ******* ***********

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

Charter was unable to address Ms. ******** concerns without speaking to her for additional information.

A Charter representative attempted to contact Ms. ****** on August 24, 25, 30 and August 31, 2022 using the contact telephone number and e-mail address that Charter has on file. Charter was unsuccessful in these contact attempts to reach Ms. ******. On September 1, 2022, Charter mailed Ms. ****** a letter with Charter’s direct contact information. It is Charter’s recommendation that Ms. ****** contacts Charter directly to expedite a resolution.

Regards,
Corporate Escalations
Charter Communications
Initial Complaint
Date:08/23/2022
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 13th, I decided to bring over additional phone lines to the Spectrum service. During this process it was my understanding (and documented via the attached email thread) that the system was down and unable to process a transfer. Once the system was back up, they were still having problems and switched to a different phone. That phone was then activated and given to us for service. On July 13th, I notified the store that I was being charged for service and a phone that was never activated due to their system errors. For the past 45 days I have been promised a credit or a reversal on my account that has never appeared. I have documented copious amounts of emails and a voicemail from the store manager on July 20th once again promising a return and a credit that never happened. My account is on AutoPay and I am unable to remove that, therefore a payment was charged to my card for a phone I never received, activated, approved, or have even seen. The mishandling of this is fraudulent at best. They cannot charge my card for something I never approved and then refuse to return it despite all the promises. I am demanding a refund in the amount of $766.66, which is the amount charged to me for this phone. Please note it will not let me upload the voicemail, but I have that saved from the store manager telling me he pushed through the refund, which never happened!
Business Response
Date: 09/07/2022
********* ** **** ****** ******** ****** ***** ******* ********** ** ****** **** ********* ** ***** ****** ***** ******** **** ***** ******** ****** *************** **** ****************************** *** ** *** ******** ****** **** ******* ***********

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

A Charter representative spoke with Ms. ****** on September2, 2022, to acknowledge her mobile billing concerns. Charter records reflect on August 31, 2022, a refund for the returned device was initiated back to the customers card on file.

A Charter representative contacted Ms. ****** 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: 09/08/2022

Complaint: ********

I am rejecting this response because the credit was never issued to my credit card. I was contacted by charter communications and they again said a full refund would be given. On my spectrum app and website I can no longer see my mobile account and therefore do not have the ability to confirm a refund was ever provided. This should be documented and my account should reflect this on my app or website.

Sincerely,

***** ******
Business Response
Date: 09/22/2022
September 22, 2022

Better Business Bureau
Attn: Dispute Resolution
29 Berlin Road
Cromwell, CT 06416
Phone: (860) 740-4500
Fax: (860) 740-4510
Email: [email protected]
URL: http://www.bbb.org/connecticut

RE: CT BBB ******** ******

Dear Dispute Resolution:

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

Charter records indicate that on September 19, 2022, a representative spoke with Ms. ****** and confirmed that the promised credit was applied to her mobile account.

Regards,
Corporate Escalations
Charter Communications
Customer Answer
Date: 09/22/2022

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:08/23/2022
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.
My name is **** **** I'm working on behalf of my 85 year old mother-in-law. She moved from her home to an independent living facility changing her Spectrum service to her new location. She paid her bill with a check #***** for $142.72 and it was cashed July 1. Janice then received a disconnection notice so I had to contact them again. They applied the funds to her closed account and said they would transfer the funds to the correct account within 3-5 business days. Her account was then disconnected on August 15th for nonpayment for the 142.72 (that was paid and cashed July 1). She then had to pay them again the amount they say she's past due. NOW they sent another notice that they're going to send her to collections. So they don't even show the second payment she made over the phone. They owe her $142.72 and their records show that but they keep applying it to the closed account. Please refer to ticket number ******** in their billing department. If you could please help with this on going nightmare. Thank you for your help
Business Response
Date: 09/08/2022
********* ** ***** ****** ******** ****** ***** ******* ********** ** ****** **** ********* ** ***** ****** ***** ******** **** ***** ******** ****** *************** **** ****************************** *** ** *** ******** **** **** ******* ***********
This letter is in response to your correspondence regarding the complaint submitted by Ms. **** involving a billing concern.

Charter was unable to address Ms. ****** concerns without speaking to her for additional information.

A Charter representative attempted to contact Ms. **** on August 29, 2022, August 30, 2022, September 1, 2022, September 2, 2022, and September 3, 2022, using the contact telephone number and e-mail address that Charter has on file. Charter was unsuccessful in these contact attempts to reach Ms. ****. On September 7, 2022, Charter mailed Ms. **** a letter with Charter’s direct contact information. It is Charter’s recommendation that Ms. **** contacts Charter directly to expedite a resolution.

Regards,
Corporate Escalations
Charter Communications
Initial Complaint
Date:08/23/2022
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 disconnected my internet service on 1st or 2nd day of the billing cycle and I was informed on the phone that since I was doing this so early in billing cycle I wont be responsible for that month's charges and for that reason I agreed to cancel so early to avoid any charge. I just received a phone call from Spectrum on 8/22/22 asking for the payment for the month that I didnt have the service for and I was tricked into getting the service cancelled. When I informed the caller what I was told earlier at the time of cancelation, her response was that I was miss informed and Spectrum doesnt prorate and charge full. This is completely unacceptable and deceptive that they canceled the service by lying and I didnt get to use the service based on false information I was provided during my phone call and now Spectrum is asking for the monthly charges that they didnt provide any service for. I was also threatened that for non payment, they will send the account to collection. These are fraudulent practices and I demand them to drop the illegal charges as this is fraud and theft.
Business Response
Date: 09/01/2022
********* ** **** ****** ******** ****** ***** ******* ********** ** ****** **** ********* ** ***** ****** ***** ******** **** ***** ******** ****** *************** **** ****************************** *** ** *** ******** ***** **** ******* ***********

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

Charter is a monthly subscription company, which no longer prorates accounts ending service during a billing cycle. Ms. *****'s bill is accurate and no adjustments have been applied.

A Charter representative contacted Ms. ***** on August 26, 2022 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:08/23/2022
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.
On May 20 2022 I called Spectrum and requested to cancel my service. One month later, I received another bill from Spectrum for service. I called again to Spectrum and they acknowledged I had canceled the service. However, I continue to receive calls, and billing via emails and paper biils. I'm seeking that they honor my request to discontinue service and cease contacting and send me bills.
Business Response
Date: 09/02/2022
********* ** **** ****** ******** ****** ***** ******* ********** ** ****** **** ********* ** ***** ****** ***** ******** **** ***** ******** ****** *************** **** *************************** *** ** *** ******** ****** **** ******* ***********

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

Charter was unable to fully address Mr. ******’s concern without speaking to them for additional information.

A Charter representative attempted to contact Mr. ****** on August 27, 30 and 31, 2022 using the contact telephone number and email address that Charter has on file. Charter was unsuccessful in these contact attempts to reach Mr. ******. On August 31, 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:08/23/2022
Type:Product 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.
On or about July 11, I ordered a Spectrum phone by talking to a Spectrum sales representative. At the time she did not tell me the phone did not come with a charger. When the package arrived and I opened the box, and discovered no charger, I called Spectrum and was told their phones do not have them. So I send the phone back for a refund. But they insisted in charging me a $50 restocking fee because I opened the box. There was no way to tell if the phone had a charger without opening the box, and there was only a warning a restocking fee may be charged if I did not order the product.
Business Response
Date: 08/31/2022
****** *** **** ****** ******** ****** ***** ******* ********** ** ****** **** ********* ** ***** ****** ***** ******** **** ***** ******** ****** *************** **** ****************************** *** ** *** ******** ******** **** ******* ***********

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

Charter records indicate on July 15, 2022, a representative spoke with Mr. ******** explained that the device was shipped to him as packaged by the manufacturer. He was informed of the restocking fee at the time of sale should he return the device to Charter. Since Mr. ******** opened the packaging of the device, the restocking fee will not be waived.

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

Regards,
Corporate Escalations
Charter Communications
Customer Answer
Date: 09/03/2022

Complaint: ********

I am rejecting this response because: I was not notified of the restocking fee at the time of the purchase.

Sincerely,

*********** ********
Business Response
Date: 09/15/2022
S******** *** **** ****** ******** ****** ***** ******* ********** ** ****** **** ********* ** ***** ****** ***** ******** **** ***** ******** ****** *************** **** ****************************** *** ** *** ******** ******** **** ******* ***********

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. ******** and reviewed the billing. After an investigation, Charter determined that the charges are valid.

A Charter representative contacted Mr. ******** on September 9, 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:08/22/2022
Type:Sales and Advertising 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.
In February, I called Spectrum to have my internet service transferred to my new apartment. During that call, the representative tried to sale me on spectrum TV. Which I declined. Telling her I do not watch tv. After she finished with my transfer, she tried again to sell me on this TV service. I declined again. She then says that I have a 30 day trial. If I change my mind, I can download the app to set up the TV service. Also, she informs me that I won’t be charged if I don’t activate the TV service during the trial after I tell her I don’t want the trial. I never activate the trial because I do not watch tv. Now it is August. I’m having internet service issues. So, I check my account and see that I have been charged for spectrum TV since March. She signed me up for spectrum TV, not a trial. When I called to report this issue, they canceled it. However, they refused to refund me for their representative’s fraudulent behavior.
Business Response
Date: 08/29/2022
****** *** **** ****** ******** ****** ***** ******* ********** ** ****** **** ********* ** ***** ****** ***** ******** **** ***** ******** ****** *************** **** ****************************** *** ** *** ******** ******* **** ******* ***********
This letter is in response to your correspondence regarding the complaint submitted by Ms. ****** ******* involving a billing concern.

Charter was unable to address Ms. ********* concerns without speaking to her for additional information.

A Charter representative attempted to contact Ms. ******* on August 23rd, 24th, 25th and 27th of 2022, using the contact telephone number and e-mail address that Charter has on file. Charter was unsuccessful in these contact attempts to reach Ms. *******. On August 27, 2022, Charter mailed Ms. ******* a letter with Charter’s direct contact information. It is Charter’s recommendation that Ms. ******* contacts Charter directly to expedite a resolution.

Regards,
Corporate Escalations
Charter Communications
Customer Answer
Date: 09/06/2022

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and I will determine whether this resolution is satisfactory to me. After, I discuss this issue with the fourth representative for this business.

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

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Charter Spectrum is NOT a BBB Accredited Business.