Why was my Internet Ultra plan $110 when Gig was publicly listed at $105?
I’m trying to get a clear written explanation for a Spectrum Internet Ultra billing issue.
I was a Spectrum customer for 9 years. By the time I cancelled, I was being billed $110/mo for Spectrum Internet Ultra. In my area, Spectrum’s Broadband Facts labels showed Internet Gig at $105/mo full price and Internet Premier at $85/mo full price.
That means my legacy Ultra plan cost more than the faster Gig plan, and $25/mo more than the current public mid-tier Premier plan.
My bill showed only “Internet Ultra” and did not list the speed. Ultra also does not appear as a normal residential plan on the public shopping page. The only place I could find it was in policy/disclosure language for existing customers.
I also noticed that when Charter announced the September 2024 pricing update, Premier launched as the public 500 Mbps mid-tier plan, while existing Ultra customers were automatically bumped to 600 Mbps. That makes Ultra look like a legacy version of the same general mid-tier service, but at a higher rate.
Can Spectrum explain in writing:
- Why Internet Ultra was billed at $110/mo when Gig was publicly listed at $105/mo?
- Why Premier was not offered in the online portal when I tried to change plans?
- Why the bill lists the Ultra plan name but not the speed?
- Whether existing Ultra customers are supposed to be eligible to switch to Premier?
I am not looking for a phone call. I am asking for a written explanation because this is based on billing statements and published pricing labels.