Spectrum Store — Local services in Gilroy

Tried to make an equipment exchange appointment online and by phone but not available for my location. The CSR on phone support I spoke with confirms that my existing modem is "no longer supported - it's an old DOCSIS 3.0 modem. They are using new 3.1 modems now". If I go to the Spectrum store they'll replace my old modem with a new 3.1 modem. Sounds good. I deinstall my old modem and take it in to the Spectrum store. I share what the phone CSR told me. They take my old Arris TM1602A, retrieve a "new upgraded modem" and smile giving it too me saying "this one is the latest - it's lighter and thinner". Felt/Looked the same to me. I flip it over - same model TM1602A as I had returned. When I show her this she enthusiastically emits "oh but, this is a NEW updated modem". I ask if it is DOCSIS 3.1? Deer in the headlights - she doesn't have a clue but continues to insist that it is the latest new/improved/upgraded and exactly the right one. I ask if it is Gigabit capable. "No, it is only for 200-300 or 400-600 Mbps plans". She's been instructed to hand-out the TM1602A for all the residential plans except for the Gigabit Plan. "For Gigabit they come out and run new cable, then install a Gigabit modem and router for $200". She's nice, doing her job as instructed, but technically limited. So, I take the "new" TM1602A as my pyrometer had clocked my old modem over 103F. The specs say that the operating temp range is only 30-104F (and I took this reading when ambient room temp was in the low 60's). I note the factory label with the MAC address includes a "D30" designation; just like my old one (I'd taken a picture before I turned it in). I'm going out on a limb here guessing that means DOCSIS 3.0 - ya think? Installed, then powered it up and let it run a few minutes. The lights show: 1-Power, 2-US/DS, 3-Online, 4-Tele1 (although I have nothing plugged into Tele1, or Tele2) all Solid Blue. Good. I connect the Yellow Cat5 from the TM1602A WAN port over into the Synology RT1900ac WAN (my pre-existing old router, to be replaced by a new RT2600ac plus pair of MR2200ac's as a Mesh network upgrade once I get back online). I now have a replacement TM1602A. Everything else is exactly as I had before EXCEPT that before I left I had a "working" internet connection. I've been paying for 200Mbps service that limped along between 20-30Mbps with occasional peaks of 80. Now, my LAN worked fine (both WinDoze and Mac could print via WiFi), but even though the TM1602A has a solid Blue Online the computers show a WiFi connected status (to the LAN) with solid 4-bars but say "No internet service". My iPad also has cellular so I browse over to Spectrum and take their directed corrective action. When I go thru the Activation process the status on the screen shows a Green "Active" for a split second but then goes to "Offline". Spectrum then insightfully directs you to repeat the activation process. So as not to be forever stuck in a do-loop I try the Activation from my MacBook Pro, and then from my Dell XPS followed by the GigaByte Areo 15 OLED, and finally iPad and Note-9 using cellular. All have the same results: momentary teaser of a Green Active flicker followed by a sneering Offline. I call Spectrum Internet Support. They test and conclude I got a bad TM1602A since it won't test properly from their end. They can send me a replacement or I can go back to my local (30 minutes away) store. Back at the store the nice lady says she's going to give me a "business modem" (otherwise she only had more old TM1602A's). In an effort to help compensate for my making 2 store visits she creatively suggests I add Phone to my plan so she can give me a $10/month discount. That's nice of her - thanks. I take the new Hitron EN2251 (DOCSIS 3.1) modem home, install it, and try to activate. Same as before - Offline. I call Spectrum Internet Support who after making some changes on THEIR end FINALLY gets my internet service back up. The EN2251 is running cooler. We'll have to see if this improves performance...

Had service installed the same day at two different properties with a morning and afternoon appointment. First appointment went fine and the technician was on time and knowledgeable. Second appointment whole different story. Not the same technician as the morning and he arrives 90 minutes after the appointment window. Worst part, he arrives and stays out in the van for an additional 15 minutes talking on his phone. I went out and asked if he was there to do my installation and told him he’d missed the appointment window. Says he has to make a few phone calls. (Word of advice if you are not ready to start a job when you arrive late to a customers home, find another place to park and get squared away. Not at the customer’s location. It looks unprofessional to arrive late and keep the customer waiting even longer while you sit out side.

The technician lacked the required knowledge to complete the installation to my satisfaction and didn’t have the correct equipment to begin with because this was a “business installation” and he was a residential installer with only residential equipment. Had to call his supervisor to come over with the correct equipment which he did arrive with and then left. After explaining to the tech several times that I wanted the network settings configured as the technician had done at the other location earlier in the day he insisted he would not be able to do that. After telling him several more times that I wanted to speak to his supervisor to discuss the situation he reluctantly called the supervisor who then over the phone gave the technician two possible solutions. The first solution was to change out a piece of the equipment which after checking he did not have so on to solution 2 which was to call customer service and have it done over the phone. With a 45 minute wait time and now 2 hours after he had started the job, I ran out of patience and told him to end the call and be on his way. I would attempt to have the situation resolved some other time. I don’t hold the technician responsible for this poor experience but the company management - who sent an inexperienced technician with the wrong equipment to do a job he is unqualified for. This technician’s explanation was the other guy called in sick. If that were the case, the company needs to have better methods for covering service commitments and train all their employees the same. Poor management at the top trickles down = poor customer service and experience. The company doesn’t care because they are the only service provider...

I haven't read a GOOD review for Charter yet - and I've looked on several websites! Their technician was friendly enough, but I would like to lodge a complaint about their website and internet ordering ... there are three options to choose from if you don't bundle: tv, internet or phone. We only wanted internet, so I ordered it and scheduled the visit online. After it was installed, I didn't see a router, so I said wait, where's the router? Oh you wanted wifi, you didn't order wifi! That'll be another $30 month and a second installation charge. Huh? Why isn't wifi a fourth option on your website?? why were there only three to choose from? Who gets internet without wifi anymore anyway? Is this a joke? No, not a joke, just a way to deceive customers from knowing that wifi, which took him all of 10 more minutes to install, will cost us another $30/mo. GIVE ME A BREAK!!!! If there was another internet provider on our private road that isn't via satellite, and if they were honest on their website about wifi, I would disconnect from Charter right now and go for the other guy...EVEN if I had to forego my installation charges. I will give them this, they waived the 'second' installation charge for the wifi because I "misunderstood" their website. I didn't misunderstand. They misrepresented. Intentionally. I bet they do this every single day. CHARTER, PAY ATTENTION TO THE REVIEWS AND TO A VALUE CALLED INTEGRITY. MAYBE YOUR REVIEWS WILL GO UP. ONES AND TWO STARS AREN'T VERY GOOD....