ComplaintsforSpectrumVOIP

• Initial Complaint

  06/14/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This company Spectrum VoIP mislead us to believe that they were a division of the company we were using Spectrum Business. They Exchanged our equipment put in their new equipment on a trial period. Called non stop to get us to sign a new contract. Telling us our monthly billing rate would be much less. Instead we were pressured to use this new service which in reality has nothing to do with Spectrum Business. Our monthly bill increased over $200. per month and we now have 4 separate bills coming. 1 from Spectrum Voip they handle the Voice Over, 1 from Peac Solutions they are the equipment easing company for SpectrumVOIP and a separate insurance bill to cover the contract should our company not pay, and then finally Spectrum Business who we kept for our internet provider. Previously we had only one bill, one provider Spectrum Business. That was until ***************** the sales rep came into our office and told us a lot of BS. We have tried numerous times to call, email and nothing gets resolved. We were charged signing fee's, processing fee's, random late charges and the misc. charges by both Spectrum and Peac and no one is able to explain. *** swore he would fix the problem, he passed us to *************************** who passed us on to his boss *****************************, ***** did nothing but produce a contract that I never signed! He promised to come to a resolution. He did nothing and literally stopped answering calls or emails. I finally got a hold of ****** again who said he was goin to pass us to **************************, ***********************. Apparently ******* needed to review the file. We have not heard back from him. This has been goin on since our first billing the end of December. We have repeatedly requested an address to return their equipment and dissolve any relationship with these companies. With the exception of Spectrum Business who we plan on returning our account to them.

  Business response

  06/21/2024

  *************,
  First please know that we are sorry for your frustrations and concerns. After visiting with the team members that you mention in your complaint, I have compiled some material and answers that will hopefully provide some clarity.
  I have attached a recording on 11/21/23 that was a call *** made to you in order to get you in touch with our project manager so we can schedule you for install. He confirmed in that call that your phone service with Spectrum Business would go away and that we are a different company and how much our bill will be and how it will be billed. He also confirmed that you would not need to call yet to the other company, Spectrum Business to cancel anything since we have not done the install yet.
  Another attachment here is of the email chain between you and Chiquan, the project manager assigned to your account. He confirmed that your billing will be split up with **** and SpectrumVoIP and gave you the exact amounts. You also confirmed that you had Docusigned the contract and paperwork.I have attached the paperwork that was docusigned for your records and this includes a final delivery and acceptance form confirming that everything is done and you are satisfied.
  The proposal form attached is signed by you with a physical signature on 10/30/23. It is also initialed by you next to the sentence that reads, SpectrumVoIP is unaffiliated with Charter/Time Warner/SpectrumBusiness.
  In the interest of hopefully setting forward in a more positive direction, we have applied a credit of one month to your SpectrumVoIP invoice for $145.00.
  Please let us know if you need anything further.

  Business response

  06/21/2024

  recording attached

• Initial Complaint

  06/10/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  A sales representative came to my door to offer internet services. From the beginning I told him I have protection one home alarm system and believe I have to keep my land line from Frontier and didnt want to split two separate payments. Want to keep one bill under one company. I have to speak to my alarm system first before making a decision. Next Im getting shipped the equipment which is still in the box. My husband called to cancel and they said they cant talk to him. I called and said I want to send the equipment back that I never gave consent to have these services. The representatives were horrible telling me I have to pay the bill. I explained I never even opened the equipment nor started any services with Spectrum. I keep telling them I want to send the equipment back and remove the bill theyre charging me for. Ive NEVER used it. If the ** from Corporate can reach out to me please. I would appreciate it. Thank you.

  Business response

  06/11/2024

  This complaint has been posted to the wrong company.  We are SpectrumVoIP, Inc. and are not affiliated with Spectrum, the nationwide cable tv/Internet company formerly known as Charter/Time Warner Cable.  As these complaints can be very damaging to our reputation, please delete and re-post this complaint to the correct company.  Thank you.

• Initial Complaint

  06/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We are experiencing persistent and unwarranted harassment of my business through weekly phone calls. It is important to note that this complaint pertains specifically to Spectrum VOIP and not Spectrum Cable or Spectrum Mobile.Despite my repeated and clear requests to be removed from their call list, Spectrum VOIP continues to call my business every week. Each time I receive a call, I reiterate my request to be removed from their list, yet the representatives either pretend to be unaware of my prior requests or blatantly disregards them.These consistent calls are severely disrupting my business operations and causing undue stress. I have made it abundantly clear that I do not wish to receive any further communication from Spectrum VOIP, yet the calls persist. This behavior is not only unprofessional but has now reached the level of harassment. I request that Spectrum VOIP ceases all contact with my business and formally acknowledges and respects my request to be removed from their call list.Desired Resolution:1. Immediate cessation of all phone calls from Spectrum VOIP to my business.2. Formal acknowledgment from Spectrum VOIP that my request to be removed from their call list has been processed and will be honored.

  Business response

  06/21/2024

  **************,

  Please accept our sincerest apologies for the troubles. We do have a ******************** team that set up appointments for our sales team to run. They make calls manually and work lists that we have purchased from various sources. If your number has landed on one of those lists, it was not anything that was done to be dishonest. 

  I have alerted our Chief Revenue Officer and Director of ***************** of this situation and asked that they scrub all lists that exist for your number and have it removed. If you receive any further calls, please email me directly with details of what number they were calling from, who you spoke with, and what time. I will investigate and make sure it is taken care of.

  Thank you.

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

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

  Customer response

  06/21/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  05/21/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I cut my services from cable with spectrum I send them the equipment they asked. But the account was not terminated like they said it was. They still were charging for cable that I did not even have. The pay was on automatic payments. I was viewing my bill and somehow I was still paying for that service I tried to cancel it and they brought it back.

  Business response

  05/24/2024

  This complaint has been posted to the wrong company.  We are SpectrumVoIP, Inc. and are not affiliated with your cable tv/Internet company, Spectrum, formerly known as Charter/Time Warner Cable.  As these complaints can be very damaging to our reputation, please delete and re-post this complaint to the correct company.  Thank you.

• Initial Complaint

  05/13/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  In October/November 2023, I made it clear to Spectrumvoip that I needed a new phone system for my small business. I had specific requirements and didn't want to settle for anything less. It was imperative that I could use my office line number to receive calls and transfer them while I was out of the office. I requested that all employees have access to the app to receive calls or texts from clients without using their personal phone numbers. The phone system had to be user-friendly and easily set up without requiring specialized knowledge in back-of-the-house company programming. I insisted on the flexibility to answer calls and turn on voicemail when I wasn't in the office. Above all, I was adamant that there would be no contracts involved.When I moved my office in December, I decided we didn't like the phone system, the texting wasn't working right, the messages were hard to set up, and NO ONE had access to text. I wasn't getting anything.So I called, and I was told I signed a five-year contract! Five years? I would NEVER do that. Then I was told that if I wanted to cancel, I would have to pay them ******* to break the contract. I was so MAD. But I couldn't pay that fee. So I asked them to get my phones set up correctly. 5 months later, I have customers calling me, asking why I am not responding to text messages and telling me my phone messages are not working. So I call again, the call starts at (3:43:27PM) on 5/13/24 - my name: Phone issues. Messages are messed up. The phone app is not working right.The call ended with me not having to text, and it would cost extra to have it, but my phone is working fine. The call ended at (5:18:22PM)

  Customer response

  05/14/2024

  The phone in this message is typed wrong.  Please note *****'s Cell number is ************.

  5/14/24 I had to call again today to have another issue fixed.  It was fixed, but it is the fact I had to call again. 

  Business response

  05/16/2024

  ********************,

  We have received your complaint and reviewed it with our support team to make sure have have the background sufficient enough to reply. Our goal is to make you happy and resolve your issues.

  1. Re: Receiving calls and transferring while out of office. 

  Our phone service does give you multiple ways to accomplish this. We do have material on the training section of our website as well for reference. We are happy to get a trainer live on the line with you to work through these options. Please just make a request to our support center.

  2. Re: Using the mobile app for calls and texts. 

  Our mobile app is free to download and just requires the credentials that are the same used to access the web portal. Our support team can get this information for you and we can even have a trainer live on the line with you to help set this up. Texting does require that we register each number with The Campaign Registry (FCC) in order for business numbers to have that feature. We have details on the Terms of Service on our website about the cost for this. Unfortunately due to changes 3 years ago made by the **** texting for business is no longer free. You can search online for 10DLC for details about this. I saw several tickts open via our chat that requested this but each chat ended with a disconnection from the initiator. Please get with our support team to have this feature enabled.

  3. Re: Voicemail

  Each extension has a voicemail box by default and users have several ways to access those. Our online material can explain further and we can have a trainer review this with you.

  4. Re: No contracts

  I have attached copies of the docusigned contract, Delivery and Acceptance, and initial quote. The term is mentioned in several places. We did deliver the equipment, install, and program everything upfront at no cost which was the reason for the contract.

  5. Re: Inquiry to have texts and phone working

  We are more than happy to get texting enabled for you but there is a form that you refused to fill out so we can register your numbers with The Campaign Registry. This is a requirement of the **** Please send that back to us and we will be more than happy to get it submitted.

  Thank you.

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

   

• Initial Complaint

  05/04/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Spectrum Mobile Signed me up for a 12 month phone service that I was under the impression was canceled shortly after receiving the promotional information. I have always had my phone services with ******** and Spectrum mobile kept sending me emails to activate a SIM card with them that I stated I did not want. I guess they failed to document that detail and are now sending me to collections for $89.00 of a service I have never used. I never activated any SIM cards or used their phone line for the mobile once. The Spectrum customer service representative named ******* was extremely rude to me with an aggressive tone on the phone. I spoke with leadership from Spectrum and they stated they would not reverse the charges. I feel that I should not have to pay for a service I thought was cancelled and for something I did not use.

  Business response

  05/06/2024

  ***************, you have posted this complaint to the wrong company.  We are SpectrumVoIP, Inc. and are NOT AFFILIATED with your cable tv/Internet/cellular company, Spectrum, formerly known as Charter/Time Warner Cable.  As these complaints can be very damaging to our reputation, please delete and re-post this complaint to the correct company.  Thank you.

• Initial Complaint

  04/04/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  This company keeps sending me bills for services I have never signed up for or obtained from them. I receive email bills and **** bills. I have called and spoken to representatives and they say my account (which I never set up) has been cleared and no further action needed. This has been happening for at least 6 months. Every month, I continue to receive invoices and emails from this company for charges on a service I never used or signed up for. I need them to stop harassing me and sending me bogus bills. Thank you for your help.

  Business response

  04/05/2024

  ****************,

   

  Your account has been closed for some time now. We switched billing platforms and in the migration, your account got flagged as open. We have closed it out and given a zero balance. Please accept our apologies for the error. You can see a zero balance invoice showing closed attached to this complaint.

  Thank you and best wishes.

• Initial Complaint

  03/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Want to turn off spectrum service as of 3/18/24, I have *********** now ,all spectrum is unplug as of today. Spectrum refuses to turn off service want another month's payment of ****** now to turn off services. I just pay ****** the March 4, 24. I refuse to pay another payment to turn off services. It's a total rip off of this company to do this.I'm have *********** now. I try to work with spectrum to lower my bill on March 1 , I was give the run around a week I call four times and nothing. I'm done with Spectrum, that's why I went to *********** save over a hundred a month with direct T.V. spectrum is charge a high price for just cable now no thank you.

  Business response

  03/13/2024

  *************, you have posted this complaint to the wrong company.  We are SpectrumVoIP, Inc. and are NOT AFFILIATED with your cable tv/Internet company, Spectrum, formerly known as Charter/Time Warner Cable.  As these complaints can be very damaging to our reputation, please delete and re-post this complaint to the correct company.  Thank you.

• Initial Complaint

  02/07/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  SpectrumVOIP refuses to correct an error and close our account/billing. Return Aug-Dec 2023 services fees they collected from a terminate service. We were NOT under contract and have owned our equipment since Dec 2022. We have provided letter of FULL PAY and satisfied loan agreement with the finance company for our equipment. We have provided documentation and invoicing to confirm we were under no contract or terms that deem an "early terminating" surcharge. We provided proof we were under month to month terms and free to give notice we wished to terminate service and did in July 2023. We have proof from ************** that SpectrumVOIP does not charge $500 cancelation fee and have provided all of this info over and over to company reps. **** refuse to close out out account , continue to bill my company and refuse to refund Aug -Dec 2023 service fees they collected when services were terminated. Phones numbers have been successfully ported over to our new provider since June 2023. We have exhausted our ability to work with SpectrumVOIP to get their internal issues resovled and formally request your assistance in filing this complaint against this company and the representatives that refuse to resolve, close out account with the $ 0.00 balance due and refund the service fees they collected from Aug -Dec 2023.

  Business response

  02/26/2024

  ******************,

  I visited with our accounting department to see what the status of your account was as of today. You did not have any payments to ** from July 2023 to current. You had renewed a contract with us and have left prior to that contract ending which is why there was a cancellation fee. We are waiving that cancellation fee and will allow you to keep the equipment rather than requiring it to be sent back to us. The balance on your account has been cleared and you have a zero balance as of today. I have attached proof of that in the post.

  Please accept this notice as you no longer have any service fees due to us. Thank you.

• Initial Complaint

  12/20/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I cancelled my service with Spectrum because it was not working well or at al some of the times.Since I cancelled, I continued getting billed for the months of July and August. I would like to have the July and August charges credited back to me.

  Business response

  12/21/2023

  *****************, you have posted this complaint to the wrong company.  We are SpectrumVoIP, Inc. and are NOT AFFILIATED with your cable tv/Internet company, Spectrum, formerly known as Charter/Time Warner Cable.  As these complaints can be very damaging to our reputation, please delete and re-post this complaint to the correct company.  Thank you.

*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. ↩