I went to the Spectrum store on 17th Street to return a modem and router that I did not request. Unfortunately, my experience with the associates was extremely frustrating. I was told that I had been paying for 1 Gig internet, but I know that my plan was for 500 Mbps. What made this even more concerning was that I had originally received a 500 Mbps router, but Spectrum later shipped me a 1 Gig router. I questioned why I would receive different equipment if I was supposedly already paying for the 1 Gig service and expressed my concern that this could have been an attempt to get me to pay for an upgrade I did not request. When I tried to explain the situation, the associate became defensive rather than trying to help resolve the issue. She told me, “Well, I wasn’t here to see what you received.” I responded that she should be able to look at my account and equipment history in the system, but she continued saying, “I wasn’t there.” That response was very disappointing. I wasn't asking her to personally know what happened—I was asking her to check the information available in Spectrum's system and help me understand what happened. I went into the store expecting assistance with a simple equipment return and clarification of my account. Instead, I left feeling dismissed and disrespected. Spectrum should train its associates to listen to customers, review the account information available to them, and address concerns professionally rather than becoming defensive.

My husband & I decided to take advantage of Spectrum’s mobile plan, and switch from AT&T. We got to the store before 11 am on a Tuesday, and there was barely a wait. Morelia helped us and she was great! She took us through every step of the way, even though there was a computer issue with AT&T for 4 hours, she took us through everything that could be done at the on-site Spectrum Store, and gave us point-by-point instructions on what to do once AT&T sent the “transfer code,” so that we could finish at home and not need to go into the store again. We appreciated that! Also, she worked some kind of magic that really reduced the cost our cable subscription. So, between the mobile phone savings and the cable/TV savings, we are saving $275 a month or $3,300 annually!! We are stunned by that….thank you Morelia and Spectrum!!

Best customer service ever as soon as I walked in I was welcomed by a gentleman named Manny. He was eager to answer all my questions right away. This man needs a promotion ASAP.

Carlos helped us out yesterday opened up an account. Get my TV going have a phone line going for the house. I’ll be back to get a cell phone from you guys. The service tech Hung did an outstanding job doing what I needed done to connect the lines thank you guys. You guys did an amazing job now. I just gotta get that cell phone paid off so I can activate it actually so in the meantime, I’ll try to open another line, so I’ll see you soon Carlos.

Great customer service. Manny was very friendly and knowledgeable, making the process of switching phone lines from our previous carrier easy. We are saving significant money by switching. Tony the manager was very welcoming. Wait times can vary so it helped to make an appointment to save time. The process was quick and the time spent was well worth the monthly savings. My only regret is not switching sooner.