Spectrum Store — Local services in Lebanon

First and foremost, I would like to say that I have never been harassed like this in my LIFE by a customer service representative. I contacted Spectrum today to cancel my internet service. I was FORCED to stay on the phone for 30 minutes and completely harassed by the customer service representative. I repeatedly stated that I wanted to cancel my service and that I no longer wanted to be associated with Spectrum in any form (streaming services, internet, cell phone, etc.). I said I was currently at work and had just a few minutes to get this completed. The conversation started out pleasant, however, turned very hostile and completely unprofessional on the part of the rep. He REFUSED to listen to me and just cancel the service as I asked. He was completely rude to me and acted as if I was incompetent. Even when I stated I would not be responding to his questions about my current cell phone bill (which was honestly none of his business), etc., his response was, “well, if you don’t respond in 2 minutes I will be forced to disconnect.” Excuse me? I am being FORCED to listen to this nonsense when all I want is to disconnect my service. I even told him this is harassment, did he care? not one bit! He also kept putting words in my mouth. I was SHOCKED at how ridiculous and unprofessional this encounter was. Why in the WORLD would I ever stay with Spectrum after this? It is beyond me. Even if I ever considered going back to this company, I most certainly would not now. He should be FIRED. I also love how this company can suddenly save me all this money after I have already contracted with another company. When I had contacted customer service about their outrageous raising rates in the past, they had pretty much told me too bad for you, that is the cost, deal with it (completely unprofessional as well). Now suddenly you can lower all my rates and raise my speeds? IMAGINE THAT. This was beyond the worst experience of my life with any organization, and I will be making SURE that everyone knows to STAY FAR AWAY from Spectrum. What a humiliating experience. I also have NOT received the confirmation email that I was told I would receive (after being forced to stay on the phone for 30 minutes), stating that my service has been canceled. I want that confirmation sent over immediately. I refuse to sit on the phone with anyone at this company ever again. I am still shocked and irritated by all of this. I cannot believe I had to deal with this today. I am completely amazed that people like this have customer services jobs. What happened to treating customers...

I was switching from another carrier to Spectrum this week and in the process, was having an issue getting the old carrier to unlock my phone so Spectrum could port/switch my service. The request is all done online and is automated and understood it could take up to 48 hours for my phone to be unlocked. At the end of day 3, my phone was still locked and showing status in progress. I made a couple attempts at going to the old carrier's store to see if I could get them to help speed it up in any way, since I couldn't even make or receive a phone call from my phone during this process. They were of no help and acted like they couldn't care less. Meanwhile, I had made several trips to the Spectrum Lebanon store so they could also check my status. Briana there was so very helpful and patient as I was in her store every day during this time in anticipation of her being able to make the switch over. She told me about another special they were offering, that got me a fantastic deal on top of the already great deal I was getting from them. It made the wait worthwhile and made a frustrating situation a little less so. During the several days I was in the Lebanon store, I watched and observed, as I work in the customer service industry too and am always interested in seeing how others in the same industry react to customers. The customer service there is top notch. The girls Briana, Darla and Sam greeted and acknowledged each person coming in even though there was a line at times and did so, so very pleasantly. They were helpful and did so with a smile something that can be so lacking today. I highly recommend this store to anyone wanting to switch service. We also switched from our current internet and cable to Spectrum and dealing with their agents over the phone and technician that came to install the equipment, I have to say they all greatly exceeded our...

Update: 9/6/21 We recently returned to Spectrum after several months w ATT. Although speeds were fast (350 mgs average) the service went down frequently and unlike Spectrum, when it was down, nothing worked. At least w Spectrum, one or the other - TV or internet - will still be available so you aren't completely in the dark. Net speeds are around 250 mgs through ethernet so definitely good enough for the work and gaming we enjoy. Glad to be back and although ATT wasn't horrible, it just doesn't hold a candle to Spectrum.

Original post: We've been w Spectrum for more than a decade but recent events led to us permanently working from home. The demands on our internet tripled and at the same time, a tornado that tore apart our community and neighborhood required the utility companies to rewire. Unfortunately for Spectrum, AT&T laid fiber lines and the speed is simply unobtainable w Spectrum's current configuration. In addition, the cost of bundled packages is slightly less than Spectrum's offering. So you may be wondering then why I gave them 5 stars. It's because although they were a tad expensive and we hated the billing nightmare experienced w just about every provider, Spectrum never let us down, we were always treated w respect, if we had an issue it was resolved rapidly, and the overall service was excellent. So this is my message - and humble request - to Spectrum: upgrade your speeds to get me at least close to what fiber offers and we will return as quickly as we can. We have appreciated our time with you and look forward to rebuilding our relationship as soon as you can get up to date w internet speed and...