Horrible experience signing up for new Spectrum service with repeated attempts to sneak in unauthorized fees
I wanted to see if anyone else has had the same bad experience signing up for services over the phone and getting hit with unexpected charges or services after hanging up or being told blatantly false things.
I recently tried signing up for new internet service for an address that never had service before, so Spectrum wouldn’t let me sign up online and made me call. I really wanted the 100 mbps for $30 offer I saw online, and the other offer was 500 mbps for $40.
First time I called, was told 100 Mbps was not available “in my area” but the 500 was available for $50. I said the offer online is $40. They said they weren’t aware of that offer, but I could screenshot it and email it to them and they would accept. Annoying and probably untrue, but whatever. 30 minutes later after “email issues” they honored it. Great. Signed up and was told several times there would be no installation fee and they would waive it. Hung up, an hour later get an email saying there’s a $50 installation fee. I try to get that removed through the chat, and either encountered an aggressive chatbot or maybe human that would not concede anything. Kept saying the charge was “valid” and they couldn’t remove it and refused to believe what I was told over the phone. I asked to cancel and the bot happily complied, also odd.
Round two I tried signing up again via phone and was again told 100 Mbps was not available and cheapest service was 500 for $40. Said they could waive the installation fee. I agreed and all seemed fine.
Then I later tried entering my address online again out of curiosity and it was showing 100 Mbps for $30 as being available at my address and allowing me to sign up, despite being told twice it wasn’t an option in my area.
So I called back, got a nice guy who agreed 100 Mbps was available for $40. Said I saw $30 online and he said they’d honor it with a screenshot. Annoying, but fine. They honored the $30 offer, agreed to waive installation fees, and we also clearly agreed I’d bring my own router and there’s be no monthly wifi rental fee. I asked him to reiterate the charges a few times and we were on the same page.
Then I get off the call and see an email confirming a $10 per month wifi rental fee. WTF? We clearly went over this and agreed there would not be one.
Is Spectrum just tacking on whatever charges and services it feels like? Definitely seems like a pattern here.