r/Spectrum_Official

I have Gigabit Internet using a Spectrum modem and my own MikroTik router. I live in a townhouse/brownstone in New York, NY (10031/Hamilton Heights) and we colocate a Spectrum amp.

About two months ago, Spectrum added a high-split node on our block. May I please know the status of the high-split upgrade, on whether it's ready to be turned on or if other work needs to be completed?

I don't go to walmart to be harassed by your salesmen.
I was at Walmart yesterday (Huber Heights Ohio late afternoon) and one of these panhandling salesmen wouldn't take no for an answer.

Before I was even close to him--"Hi how are you?"

I said, "I am good and I am not interested in whatever you are selling"

"Ok, well who is your internet provider?" by this time I was past him

"I am not interested leave me alone, have a good day"

"I just want to know who your home internet provider is"

"No, leave me alone" now he was following me

"You won't even just tell me who your home internet provider is?"

"I said no, leave me the fuck alone I already told you" I got loud and he stopped. But what the actual fuck? I have more respect for the homeless guy and his dog outside who just stands at the intersection smiling and holding his sign, not bothering anyone. Now I will absolutely never use any Spectrum service or product and will probably avoid going into walmart. These people are just aggressive pan handlers in suits and it is a shame walmart lets them in their stores to harass the customers.

My current 1Gig internet provider is upsetting many in the area. Too pricey. The reverse of TJ Maxx.... The minimum for the maximum. $124 p/mo for a Gig. They are literally 1 city block away from me. Lots of apartments... lots of upset BuckeyeBroadband customers. They could make a mint. What can me and my community do to get them in my neighborhood? They (Spectrum) are nearby now.

OK. A week after it started it's happening again. The twc.com mail server (New York City) is timing out again repeatedly. This started yesterday and continues today. I don't know what it's going to take to get you people to fix this but it's not just annoying, it's making email use almost impossible. Platform is MacOS (Catalina). The galling thing is that Spectrum just raised my rate again. Is this the added value?

Run! Spectrum Ready is the worst product ever! Either you use that service or you get nothing at all! Tried to use my equipment, but its not allowed!

I went into the Spectrum store in Inglewood to trade in my iPhone for the 17 Pro Max. The sales guy said I couldn’t because I made a payment a few minutes ago and I have to wait 24 hours for the payment to process in order for me to get the phone same day and leave with it. I could get the phone, but it would have to be ordered and sent through mail to my house. I said, “Damn, okay." I left the store, got home, and just now I woke up for work. I checked my emails and saw that Spectrum changed my service. Someone added TV to my account without my permission. I checked when they emailed me, and it says at 8:14pm. I left the store at 6:54pm, and I know this because I got a text saying, "Thanks for your service. The store closes at 8," so I’m guessing the guy who helped must have changed my account. I’m extremely pissed and don’t want to get the new phone at all; I want to completely cancel and go to a different provider like T-Mobile. I googled “Spectrum added TV without my consent and with a promotion," and the AI told me it’s a sales quota the salespeople have to hit, so I have to quickly call to get it removed and have my account go back to the way it is. Even if I’m paying the same for 12 months, it doesn’t give them the right to do something like that behind my back. Before this service was added I only had internet and mobile that’s it. I have pictures to prove this but this sub doesn’t allow posts with pictures.

We recently had our nearly $300 bundle reduced to $170. We were given Xumo devices and our internet was even upgraded. Not sure of the employee that helped us but he was a godsend. When we mentioned that we had reached out to people and they said they couldn't do nothing, he said, "You haven't gotten the right people, I'm your guy." And he helped us. He told us that customer solutions is always a better option.

I am getting packet loss when connected straight into the modem, which has been consistently averaging around 15% sometimes especially during peak hours in the evening. I have had 3 technicians come out already. The 2nd technician ended up moving the modem from my office directly to the garage to connect directly to the node next to my house. As a result, the 2nd and 3rd technician both have confirmed that the node next to my house is experiencing packet loss often and intermittently at times. I have noted this to happen the worst during peak times from 7pm to 10pm on weekdays. They told me that maintenance is supposed to come out to service the node at some point, but no ETA was provided. Is there any way to escalate this issue internally?

Need help figuring out if this is a Spectrum issue, router issue, or modem issue.

My internet is supposed to be around 150 Mbps, but it randomly drops to around 11–15 Mbps across ALL devices. Restarting the router/modem temporarily fixes it and speeds go back to normal, but after a little while it drops again.

Things I already tried:

• restarting modem/router multiple times
• full unplug reset
• tested on multiple devices
• issue happens on both PC and other devices

For residential account with the Spectrum Internet and the Spectrum Mobile, it shows under the eligibility for the Spectrum Mobile that "A residential or business Spectrum Internet account is required before signing up for Spectrum Mobile. If a Spectrum Internet subscription isn’t maintained, an additional $10 per-line monthly charge to Unlimited and Unlimited Plus plans will be applied." How about for the Spectrum Mobile By the Gig plan, if you cancel the Spectrum Internet, is there an additional $10 per-line monthly charge to the Spectrum Mobile By the Gig plan if you want to keep the mobile line active? Any Spectrum employee here and anyone in the know, please shed some light on this, Thank you.

I was ready willing and able to switch Internet services for fiber, the customer support was so rude when we called back to ask about installation we just cancelled. How much money was spent on marketing to get me as a customer, only to pay someone to drive us away as customers. Your employees made my wife cry for no reason and forced me to spend half the day at work dealing with being hung up on repeatedly, given the run around. 5 different calls it took before we got to cancel.

My internet has been crazy slow all day. Wanted to play some games with some friends tonight but holy crap I can't do anything with these terrible speeds. I'm not getting the speeds I'm paying for. When I move back up north I'm switching to Xfinity and staying with Xfinity

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:

1. Why Internet Ultra was billed at $110/mo when Gig was publicly listed at $105/mo?
2. Why Premier was not offered in the online portal when I tried to change plans?
3. Why the bill lists the Ultra plan name but not the speed?
4. 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.

Hello there, I recently upgraded to the unlimited plus plan on the 4th i think and I'm traveling abroad and my international roaming doesn't seem to work. I have tried all the steps in trying to fix it including restarting my phone, turning off then on my data roaming and more. I then contact support with this problem and they said since Verizon doesn't have cell towers in that country, there would be no service. Isn't that just pure bs? Anyways is there any way to get the roaming to work? I need it for bank 2fa's and such. Thanks in advance

At the beginning of March, Spectrum had made the High Split upgrade in my local area. Ever since then, my internet connection has been extremely unstable, intermittently dropping for about a minute. Sometimes with the light on my router remaining blue, other times going red. I had my router replaced twice, my modem replaced once, and all of my cables completely replaced. None of it worked. And now my Spectrum Field Supervisor has basically been ghosting me after he sent the ping monitor data I sent him to the hub team. I have no other options other than to make a post asking for help or advice.

For context, my internet is in my grandmother's name, as I live with her. So everything would have to go through her. That means that it's extremely unlikely that she'll switch to any other providers. I will look into different providers when I move out, but for now I have to stick with Spectrum and find a solution. Our plan is the 400mbps download speed plan that we were seemingly grandfathered into, as it is $100/month when the 1gbps plan is only $20 more.

Any help or advice would be greatly appreciated, it's severely impacting my ability to play online games when it was perfectly stable before the High Split upgrade took place.

I am filing this complaint regarding an extremely frustrating and misleading experience with Spectrum involving internet and mobile service setup, billing, cancellations, transfer orders, and customer service conduct. Over the course of several weeks, I spoke with at least seven different representatives and received contradictory information, repeated errors, false assurances, and ultimately unprofessional treatment.

On April 16, 2026, I contacted Spectrum regarding a promotional offer for 500 Mbps internet service for $30/month if I transferred two mobile lines (one free line and one $30 line). Because I knew I would be moving within approximately one month, I specifically explained to the representative that I did not want to activate the services immediately. I made clear that I wanted to secure the promotion now but activate service later once I officially moved into my new address.

Despite this, only days later I discovered that internet equipment was already marked available for pickup and that my mobile lines had already begun billing. I contacted Spectrum again and was informed by the representative that billing starts either when the SIM cards are received or seven days after the order is placed, whichever comes first. This important billing information was never clearly disclosed to me during the original sales conversation.

After learning this, I immediately requested cancellation because the services were activated against my stated instructions. A second representative informed me that the order had been cancelled. However, days later I received another call from Spectrum asking for assistance activating the services, which revealed that the cancellation had never actually been processed.

I then spoke with a third representative who finally completed the cancellation. This representative also acknowledged that the situation resulted from Spectrum’s mishandling of the order and assured me that I would still receive the same promotional pricing when I was ready to activate service at my new address. She additionally stated that she would personally follow up with me one week later at 11:00 AM to assist with setting up the new service after my move.

However, when the agreed follow-up time arrived, I received no call and ultimately spent approximately six additional hours contacting Spectrum myself in order to resolve the issue and set up the service transfer. Only after I had already done all of that work did the representative finally call me back. During those calls, another representative initially claimed I could no longer receive the original promotional pricing. Only after speaking with four or five different employees was the original offer finally verified again. I was then informed that my internet transfer had been scheduled for May 9, 2026, and that I could simply bring my existing equipment to the new address and plug it in on the transfer date.

However, beginning May 2, my monthly internet pricing was increased from the originally promised $30 to approximately $50 because the mobile lines had not yet been activated. This pricing change was again caused by Spectrum’s own ordering and activation errors.

On the day of my move, I plugged in the equipment exactly as instructed, but the service did not work. My Spectrum account and app still showed only my old address. I contacted Spectrum yet again and was informed by another representative that there was actually no transfer order on file at all and no record of my new address attached to the account. I was then told the only solution was to create an entirely new order and pay another activation fee — despite the fact that I had already paid activation fees previously during this process.

The representative stated that billing could later reimburse the duplicate charges and transferred me to a billing specialist named Pam, based in Colorado. During that conversation, Pam refused to acknowledge the prior errors and incorrectly stated that the order had been “voluntarily cancelled,” despite the fact that a technician appointment had already been scheduled for my new address within hours. She further claimed she had no authority to issue any refunds. When I expressed frustration regarding the repeated misinformation and wasted time, she abruptly disconnected the call.

Approximately five minutes later, I called Spectrum again and requested cancellation of all services entirely. During this call, another representative from the same department immediately processed the refunds that Pam claimed were impossible to issue, demonstrating that I had been misinformed yet again. However they lied again, it was a $50 bill credit instead of a refund to my bank.

As a result of this experience, I wasted countless hours across multiple calls, dealt with repeated billing confusion, received contradictory information from nearly every representative, experienced failed cancellations and failed transfer orders, and was ultimately treated disrespectfully by customer service staff.

Hello Spectrum,

First this may be a bit of TLDR, but please do read, it's been a tough day without internet connectivity after an outage

There was some sort of multi hour outage within my area of Anaheim, CA. The outage happened at least partially during overnight hours of Wed ~ Thurs when i was asleep. This morning i noted that upon trying to open apps on my phone that there was no internet access to read news, etc

I went downstairs and powered down my modem and router - both customer owned and not old / i had upgraded to the latest DOCSIS standard for an Arris modem SB6200 and a newer Asus router.

I waited about 5 minutes then powered up and allowed the modem to fully reboot. All 4 lights solid green on the front of the modem. I powered on my Asus router and noted that it had a red led indicating that there was a problem on the WAN side of the router. I tried a few more times to power cycle / do the power cycle sequence again across both the modem and router with no luck. My router was not being allowed to connect to the modem.

I contacted Spectrum chat support who told me they could 'see' the modem but that there looked to be some signal irregularities and that they would dispatch a tech.

While waiting for the tech, I powered down both the modem and router. I took an old windows laptop I use and decided to use an ethernet patch cable to connect to the modem to see if the Asus router may be the problem.

Once again I powered up the modem, all 4 lights on the front solid green. I had booted the laptop up and was watching the network adapter status in windows when i plugged in the ethernet patch cable. Upon plugging in the patch cable the status in windows was something akin to 'detecting network' and never changed, i opened a browser and there was no internet connectivity

I went into the adapter properties in Windows and noted that I only had IPv4 protocol enabled and IPv6 disabled. I enabled IPv6 and after applying, the adapter status went to internet connected and windows noted that there was no connection via IPv4 but was for IPv6. I was then able to open a browser and navigate to the sites i normally access.

I told the tech what i had done to troubleshoot, he told me he would check signals and also trace the coax drop to the condo building utility closet to check connections. He found and removed an old splitter that may have been in place previously. The router (after reboot) indicated it was fully online / all lights solid green / but still refused to allow the Asus router to connect to the modem.

I noted after my tech left that another tech / Spectrum truck arrived to service a problem for my neighbor. I briefly spoke with that tech while he was at his van and he noted that the customer had a self owned modem/router combo that was not working after the outage. He told me he attempted to put in a spectrum modem/router combo and that it wasn't able to get online or get the internet working.

While talking to the tech, two more neighbors who were walking around my community voiced that they were also having no internet connectivity with respect to either having spectrum provided modem or modem/router combo units or a customer provided modem and router setup. One neighbor told me he called support and that they could 'see' his modem connected and online (even though he couldn't access the internet)...he has a tech call scheduled for tomorrow (Fri) morining

In short, during this recent outage did something break on the back end in terms of how the customer side equipment (modems or modem/routers) are configured or restricted to allow devices to actually connect and get the single dhcp addresses?

Please help... I was going to go to best buy and purchase a new router but after talking with about 5 different neighbors in my community I doubt it's my router and believe something had to have changed to be impacting so many different variations of customer modems and/or modem-router devices.

Please DM me if other details are needed.

Does Spectrum actually provide support via Apple's Messages for Business? The support website claims that they do, but the instructions provided are nonsense:

https://www.spectrum.net/contact-us/chat-us

The instructions say: "Start a new message. Enter Spectrum’s contact information: Type in Spectrum’s phone number or find “Spectrum” in your phone contacts."

That is not the way Messages for Business work. You can't type in a phone number or initiate it from your contacts. You have to press a badge/button on a website, or a Messages button in Maps or within an app:

https://support.apple.com/en-us/102053

I've searched Spectrum's Maps entries and the My Spectrum app and the Spectrum website, and there does not seem to be a link anywhere to initiate a Messages for Business chat.

I have been seeing and experiencing multiple reports of outages here in the past 3 days. I’m talking maybe 4 notifications a day from Spectrum letting us know that there’s an outage, then it’s fixed, then another outage. What is going on ?! I live in Northern Mcallen, Hidalgo County ☹️