Spectrum Store — Local services in Hilton Head Island

As a 5 year customer, I was very satisfied with Spectrum's service and interactions with technicians and store representatives over that time period. Closing my account for an out of state move, however, was a nightmare and fraught with issues over a period of several weeks.

Spectrum no longer prorates services for final invoices, so if you terminate your service a few days after your billing cycle, you will pay for a full month. This is stated on their invoices now. To keep my final bill low, I agreed to terminate cable service at the end of my billing cycle but keep my phone and internet for an additional 4 days so movers, etc. could still reach us.

This would have been fine, except Spectrum terminated all of our services 2 weeks early and first level support said they could not restore it. That was false as I learned from several phone calls and escalating the complaint over a 2 day period. The senior manager who finally restored my services told me that I would receive a prorated invoice for 4 days and suggested I keep all of my services until I was ready to turn in my equipment. I did that and when I turned in the equipment, the Spectrum Store Rep., said the same, that my final bill would be prorated.

Of course, the final bill for 4 days of service was for a full month. Complaints had little effect (one Supv. sympathized and had the power to remove $20 from the invoice but no more.

In spite of good service in the past, it seems when you leave the Spectrum family any good will evaporates, first level support is uninformed to the point of being rude and company practices shift to taking unearned profit in an unethical and...

I've already written a review for Spectrum in general, but will add a review for this specific store, where we went in person to cancel my cell phone account and thought everything had been taken care of. We live out of state and don't have a Spectrum store near us, so I took care of this while I was visiting. They told me to keep looking on the customer portal to pay off my cell phone, which I did. The customer portal was checked for several months after to make sure there were no other charges that came up after I closed out the account, and there weren't. The account consistently reflected a zero balance on my phone and the service fees after I paid off the phone on the portal. Two years later, I was sent to collections for some phantom balance that they came up with, even though I had never been sent a bill and the customer portal still said I had a zero balance. I paid off the charge to get it off of the collections account, but am still in the process of getting back-statements from some credit cards from two years ago to find the payments I made. I was told that once I found the payments, they would refund me the money I paid to collections (they probably won't, but it wasn't worth the worry any more). This company is dishonest and disorganized. If you're thinking it's a good idea to add a cell phone plan onto your internet or cable account because you'll get a discount, just don't. I promise you it's not worth the nightmare of dealing with...

Time Warner calling island folks about late payments when I have been evacuated for a week and a half. I don't know if I have service or not. I don't know if my house is still fully intact. Their response is that I should know that my bill is due the beginning of every month whether I receive it or not. I haven't gotten a bill and I really doubt that I received full service. This is beyond the pale of insensitive and inappropriate.

So far not great. I cancelled Hargray because Time Warner said that they could install home phone and internet today. Apparently, even though I already have cable with them, the installation tech said that there is a problem with the line coming from the central box across the street. It needs to be replaced - taking 7-10 days when I told them upfront that the reason that I was switching was because of the 7 day window with Hargray to get service added. One hour on the phone with a manager to get their assurance that they would attempt to have working service by Saturday - no promises. The tech left wtthout notice during this time. Now, after the installation, the cable TV service doesn't work at all. And I have been on hold waiting for a manager to resolve that issue for about 30 minutes straight now. Final tally - 43 minutes on hold, and then they hung up on me.

More as the situation develops....

Eventually, someone came out from the company and fixed the situation. Service has...