ComplaintsforSpectrumVOIP

• Initial Complaint

  08/15/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Very unethical practice. Bait and switch routine. We were contacted by a very nice salesman and we were sold on a VOIP system with phones for around $120 a month. We are a very small business and our current provider at the time was not meeting our needs. I agreed verbally and was never told any details except the phones were included. I got everything installed and switched over and was sent an email to sign electronically, which I did without reading thoroughly. I got my first bill and then another bill from a different company that I did not know anything about. I am now in a 60 month contract with a separate company called Graybar, which apparently does the financing for the rental phones. Phones which I did not need, and I am now paying more than I was told initially. I do not like being tricked into signing contracts, and want to do business with honest companies, not companies like this that rely on trust and then try to hide small print into unsuspecting business contracts.

  Business response

  08/15/2024

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

  We are very sorry for your frustration. I hope to resolve your concerns and make sure you are satisfied moving forward. I took the liberty of researching the notes in your account and read through all of your documents. 

  I have attached those documents for your records. 

  The initial quote is included with your signature that shows the $110 monthly cost plus tax and that does correspond with the final docusign contract that you signed once everything was completed. Your charges are exactly as they should be according to what I see there.

  I included the email chain between you and our project manager that confirmed the amount you pay monthly to Graybar and your reply was that "Everything looks good!" We did an installation and got phone numbers ported over but did not submit for billing until that was complete. As the final emails state, you might have a final bill from the previous phone service provider.

  According to everything I read, your service should be working well and your billing should be accurate. If there is anything else that I can do to make sure you are happy, please let us know.

  Thank you.

• Initial Complaint

  07/18/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This company shut off our phone line causing our company a ton of losses they claim the number receive a complaint and was shut off due to the complaint they did this in January also and after investigation found we did nothing wrong and turned it back on our company does not do auto dialing or any type of unsolicited advertisement anyone can make complaint if they know the procedure to do so and the company should should investigation first before closing a number that has been paid for and never delinquent this is completely unacceptable and they need to do better we are requesting a full refund and access to our number immediately.

  Business response

  07/19/2024

  Service has been suspended for multiple violations of our acceptable use policy.  Customer is sending unsolicited faxes identifying themselves as "HR ***** offering steep employee discounts on travel packages, targeting **** of America employees and others.  Identity spoofing and any kind of fraudulent activity is a violation of our acceptable use policy and service has been suspended for that reason.

• Initial Complaint

  07/18/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  The is the worst company they have caused us to loose thousands of dollars for turning our phone line off for no reason without notice this company trys to pretend they are affiliated with the real spectrum they do not return calls or emails a rogue employee by the name of ************** is biased against our company and has discriminated against me

  Business response

  07/19/2024

  This is a duplicate complaint from same date/time.  See response in related complaint.

• Initial Complaint

  07/10/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I mistakenly made a bill pay electronic payment to spectrum VoIP instead of spectrum time Warner , my local internet provider . I requested a refund from spectrum VoIP and provided them a copy of the voided electronic check that I sent and spectrum VoIP cashed .I asked for a supervisor to assist and they created a ticket number 610269.They quoted ***** days for resolution. It has been over 30 days and no one responds to my requests for any updates on my request. I paid them ***** by mistake, I am not a spectrum VoIP customer, and I just want my ***** back . All they do when I call is connect me to a voice mail for ********************************* , and she never answers or returns my calls . I am sure I am not the only person who has ever paid them by mistake. The last agent ****** told me If I paid them by accident, too bad, its impossible to get my money back. This is unacceptable

  Customer response

  07/10/2024

  Spectrum VoIP just contacted me after I read your email message . They stated that they will send a check refund this to me this week and requested my address . 
  Thank you for your assistance 

  ************************;

  Business response

  07/10/2024

  *****;

  Please accept our apology for allowing this to be difficult.  We actually don't have a process for this because it is so uncommon.  Instead of putting you through more hoops, I simply sent an electronic payment to you through Zelle, which is the electronic payment method supported by ********** and others.  It said you are not registered, so all you have to do is respond to the email and the payment will drop into your bank account instantly.  So please check your email, *********************, and follow the instructions from ***** to receive the payment.  Hopefully this will resolve this issue for you.  If you have any problems, let us know.  And don't send us any more payments! :-)

  Customer response

  07/11/2024

  I was sent an email from *********************** / spectrum VoIP requesting the correct spelling of my name and address to mail me a refund of 69.99
  There was an option to receive the payment electronically through Zelle, but I do not use that service .
  I sent *********************** and ********************************* a response to their email with my name and address and I prefer to receive my refund this way .

  Thank you ,

  ************************;
  

  Customer response

  07/31/2024

  I did finally receive a refund from Spectrum VoIP snd the matter is resolved . Thank you for your prompt assistance.

  ************************;

• Initial Complaint

  06/17/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  In March 2024, our company chose to switch our phone service to this company. Our phone lines were not "ported" till April 8th but they failed to tell us this. We were forced to forward our company phone number to our office cell phone so that we could even receive calls. Our fax line didn't work for over 6 weeks because the installing technician didn't set it up correctly. We got emails and updates from our clients stating that we were "out of compliance" because were not responding to faxes and missing calls. Our company quite possibly lost thousands of dollars because of the phone calls we missed over the two months or so it took for them to get our service straightened out! We called in several times to literally beg for them to send a technician out! Once, after having my office manager on the phone for over 45 minutes trying to diagnose an issue, they asked her to get on a ladder so that she could reach a piece of equipment that was in fact in the wrong place! We were not offered the two week trial period to decide if this was a good fit for our company because the phone services were not working properly. Now, we are locked into a four year contract that we weren't even aware of! We are being billed by two different companies and each time we call in to discuss a billing question, we are given different information. We are very unhappy with the service we have received and Spectrum VOIP plans to do nothing to rectify the issues. WE WANT OUT OF THIS CONTRACT IMMEDIATLEY!!!

  Business response

  06/20/2024

  First I would like to say that we are very sorry for the troubles. Looking through the history, it appears that we paid a technician to go back out after the initial install and run CAT6 cabling to the phones where that didn't exist initially. It is apparent that the Wifi signal wasn't sufficient for he 3 phones to stay working consistently. It appears that cabling has been able to solve that problem. The fax adapter is also showing to be online now and the technician was able to identify a cabling problem with that. We are not able to go back and make the experience any better so we are truly sorry for that but it looks as if things are now properly set up.

  For your troubles, please accept a credit of 3 months for the full amount of your service cost that will cover the last 3 months of cost since your service began. We hope this will help repair your faith in us as your service provider.

  Thank you.

  Customer response

  06/24/2024

  I am rejecting this response because:   This is not the resolution we are asking for.  Due to the fact that our service was not working properly, we were not allotted a valid two week trial period to see if this was a proper fit for our business before we were locked into an unbreakable contract. We were not even aware of the two week trial period where we could opt out of this service until it had expired!  Details of the contract were not explained clearly, the service itself was not explained clearly and the billing is still under dispute as we have been told different things by different agents/departments each time we call for clarification. We feel that we have been taken advantage of by this company and want out of this contract immediately.

• 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.

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

   

*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. ↩