Complaint Against Spectrum Internet and Mobile Services
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.