Spectrum Store — Local services in Suffolk

I recently called to cancel my service and switch to another provider. The customer service rep was extremely condescending, to the point of being demeaning. She made me feel like I couldn't cancel my service unless I satisfactorily answered her "mandatory" questions. For each question I answered, she challenged my decision making, how I spend my money, and out right blamed me for not calling to complain about my intermittent connection problems as well as not calling to get whatever promotion is now being run (even though my current promotion was good until September). At one point she even laughed at me for choosing the internet package I had. Her final parting shot was giving me the address of the Spectrum store to turn in the equipment that I wasn't even renting…she said "and I have to provide you the address of the spectrum store because you don't know where it is." Really? I've only lived in the area a couple of years and have never needed to go to the store so why would I know where it is? When I went to return the equipment to the store, the customer service rep there was very nice and apologized for the way the phone rep treated me. He said they have a reputation for being "aggressive". Sounds like Spectrum needs to provide a little better training on how their representatives treat the customer. Whatever possibility Spectrum had at retaining me as a long-time customer went up in smoke with how that customer service rep spoke to me. I know that Spectrum will reply with their standard “please post this to the FB, Twitter, or Spectrum community discussion.” I don’t have social media but I did post this to your community...

Google Review for Spectrum:

⭐☆☆☆☆ (1 Star)

I had a really frustrating experience with Spectrum that I feel needs to be shared. On July 9, 2025, I called to cancel my internet service. The closure specialist not only tried to sell me a more enticing $65 plan but also upgraded my service to 1 Meg without my consent. I politely declined the offer, and the specialist assured me that my service would be canceled, and I would be billed through the end of my current billing cycle.

Fast forward to August 9, 2025, I noticed a new bill appeared in my Spectrum app. Since I couldn't call over the weekend, I contacted Spectrum on August 11 and was told that my service had not been canceled and that I had supposedly agreed to the new plan. This was absolutely untrue – I never agreed to any changes. Despite this, they tried to sell me yet another plan. I was told that my service would now be canceled, but this whole situation was extremely frustrating and misleading.

To make matters worse, I was charged for service beyond the cancellation date, even though I was assured I'd paid through the end of the cycle. I had to take immediate action and place a stop payment on the charge, as I was unjustly billed.

I’m really disappointed with Spectrum’s lack of follow-through and the misleading information I received. I expected better customer service, especially after I followed the proper cancellation process. If you're looking for a hassle-free service experience, I would recommend...

I am moving and called to set up Spectrum at the new address. The customer service rep told me they did service the area, and set up my service to be ready upon mo e in date. A week later I received an email from spectrum saying they didn't service the area.

A month later, the person currently living at our new home received equipment from spectrum, and she let me know she would set it in the closet for when we moved in.

I didn't think anything of it as I'd tried to reach out to spectrum several times for service and each time they were adamant that they did not service the area.

Then I got a bill for the service (I don't even live there yet). I called and sat on hold for an hour. I at times did reach someone but was put on hold by those employees because they couldn't help me. It was "someone else's job". I tried chat but again, "not their job". I tried social media, but it wasn't their job either (Adam, he's a real smart guy. Knows what his Job is, and it isn't customer service).

I was told I just had to sit on the phone and keep trying to get assistance and they were real sorry.

I've yet to get them to stop billing me, and they aren't the slightest bit concerned or embarrassed that they are functioning so poorly.

Current hold time right now is...