Spectrum Store — Attraction in O’Fallon

Pay attention to your bills from this company and do not autodraft under any circumstances. Spectrum has been a nightmare to deal with after moving and I plan to switch providers as soon as possible. Predatory company. Multiple outages a week. Employees who, to put it nicely, are in need of training. If your internet is frequently out, call and try to get the lost time credited to your account

Initially I was charged for equipment that I returned at this location, in person, because I had to exchange for equipment that works in this region. The guy who took my old equipment (employee #65 on receipt) apparently did not log the return correctly. Luckily I had the receipt from the swap and resolved the issue, but only after hours of phone calls and multiple case numbers over the course of a month, which saved me around $100.

I was also upgraded without my consent to a more expensive package. Since I was not aware I had to make a new "profile" with my new address, all I could see was my old billing cycle with both my old and new address on the statement. When I asked why my old address still appeared, they assured me it would be updated, still no mention of any "profile". This happened twice. When it finally was updated during a phone call almost two months later, I was met with a bill of almost $200 including late charges to my new address "profile". This has also taken hours of phone calls and an in-store visit to dispute, and I'm still not sure it's completely resolved.

Currently my billing statement is a convoluted mess so long and confusing that not even an employee at this location could completely explain it - he gave me the number for customer service and told me to call. Again.

My statement says I owe both $0.00 AND $155 due 6/19. So I reached out today via CS chat and was assured I do not owe what appears to be $155 and have a balance of $0. I have zero confidence in this answer so screenshoted the convo.

During this chat I also asked for credit due to all the outages and the rep confirmed the internet had been out 5/30, 6/01, 6/06, 6/09, 6/14, 6/18, 6/19 in St Peters MO. It was also out for most of today 6/21, but was told they don't consider it an outage since "it's actually an upgrade to our new twin-link yadda yadda". I was told they would put in a request for credit to my account. Mmkay.

Wow, this went on for longer than I meant, but I have wasted so, so much time disputing bills due to predatory practices and employee errors.

If you have any other options stay away from this company (I currently do not, but...

I have been a customer of Spectrum for 10 years. Over the past week, we have consistently lost internet service many time which happened in the middle of business meetings and for anywhere from a few minutes to over an hour at a time. I called Spectrum last weekend after numerous outages and the soonest they could get someone to my home was Wednesday. After being without internet service during the service visit and having all of our hardware replaced, we soon experienced even more frequent outages that afternoon. I called Spectrum and was informed that the technician didn't replace the proper equipment and we would require another on site visit, which couldn't happen until Saturday. HOWEVER they could ship us a replacement part (which should have been swapped out when the technician was here) and then doublecheck everything AGAIN. And... this would also require us to drop off the old equipment at a UPS store to send back. Fast forward to Saturday when we have now scheduled our day around when the technician was supposed to come at 5 and were just given a call saying that Spectrum was 'backed up' and the technician probably couldn't get here until 8:30. First and foremost, I am now paying almost what my car payment is every month because this company has showed me gratitude for my loyalty by consistently jacking my rates up every single year and given that I'm paying almost $300/month for internet/tv, I can't even get consistent service, it's just a sham. Secondly, I have small kids. Spectrum didn't notify us until 10 minutes before our scheduled time which we had scheduled FOUR days ago that the technician would be almost 4 hours later than scheduled? In a day in age where people switch services left and right, Spectrum should be ashamed and I assure you that as soon as we get back from vacation, we will be looking at swapping to U-Verse because the lack of customer service and ever-increasing costs is not worth it given the inconsistent service we receive, not to mention the poor customer service. What an...

Just moved to the local area, from a fiber optic country Japan and Spectrum will swear up and down its not their services or that they do not throttle the speeds. Its just funny that, when I called they sent a "Technician" out to the house, tested the lines he verified that we received 1.2Gbps in and out the house. (Not the modem) then once the modem was hooked up he verified that it was only 400Mbps, which is conveniently the other "speed" that most users pay for. He replaced the modem with a "newer" modem that is docsis 3.1 compatible. He was still only getting 400Mbps. After that he told me to purchase a 3rd party router, because he was stumped and couldn't figure out the problem. After he left, I called Spectrum, the operator over the phone was very nice and did his "testing" to verify I was only getting 400Mbps. Shortly after 5 minutes I was seeing speeds of 900Mbps which I am fine with because that is atleast 90% of what I'm paying for. However shortly after the conversation ended, I had to reset my modem to plug my switch in. Then everything dropped back to 400Mbps. I called a few weeks later because I've been busy and now they are saying they have to send another technician to come back out to verify everything. I've been paying for 2 months but because of adjusting to the lifestyle and everything, I finally had time to call again. Only to be told to wait or sorry we can't help you. I just find it funny that, 1 technician remotely was able to increase my speeds upto 900Mbps, and the other technician at night was saying that she needed to send someone else out here again. However the technician that was ABLE to help, said to refer to his notes for future references and whoever reads it should be able to do the same thing he did and get my speeds up. Its just weird they swear they don't "throttle"...