Breezy_90 wrote:
Hello, all.
I'm having a major issue with my Internet service, and the 6 customer service representatives I've spoken with have not been helpful at all (and were actually quite rude). I was wondering if anyone else has experienced a similar problem, or if anyone has any suggestions about what I can do. I work from home and NEED my Internet. I spent over 3 hours on the phone and still haven't had my problem resolved....and I still do not have service.
So, early this afternoon, I was in the middle of working, and I suddenly lost my Internet service. Using my phone, I tried logging onto my account to see if I could get some info, but it said that my ID was inactive. I then called TWC/Spectrum and was told that my apartment property owner ordered my service to be disconnected. It was very strange since I hadn't heard a word from the office about it, so I contacted the property manager. She told me that, no, they did not order the Internet to be disconnected, but rather ordered for a disconnection of the CABLE ONLY (because the apartment offers cable if residents want it, but I do not watch TV). She said that the Internet should not have been touched, as per the contract between Spectrum and the apartment company.
I contacted Spectrum customer service again and explained the situation to them. I was transferred and told multiple times that simply "the property owner ordered a disconnect" and was not offered any assistance, despite clearly stating that I wanted my service restored immediately since it shouldn't have been turned off in the first place.
After hanging up and trying again, I talked to a woman who said that it was "disconnected at the pole" and that a technician could not come out until "tomorrow or later". She also told me that since my service had been disconnected, I could no longer keep my old plan/rate because I had before been "grandfathered in" and that they could not restore my service to the way it was. I recently switched apartments and had my Internet service transferred (I was told at that time that I would retain the same speed and pricing, and that it would not change).
I had been paying $34.99 for the Extreme Internet , plus $10 for the Ultimate 100 upgrade, but the woman on the phone said I would need to pay $60+ for just 30Mbps...more money for 1/3 of the speed. I expressed my dissatisfaction calmly and without being rude, but she said she couldn't do anything about it. She then transferred me to "Customer Solutions" and I was told the same thing over again. She kept repeating that "Well, I didn't speak to your property manager. The notes say they wanted it turned off, so it was. I can't do anything about it." I asked if I could speak to a supervisor, and the girl told me that "there is no one available right now". I then asked if my account would be credited at all for the issues I've had this month (this isn't the first problem I've had) and she said "we can't do things like that". She was extremely rude and then fell silent, not saying hardly anything at all despite me asking questions.
I then spoke with my property manager again, and she said the whole deal was completely ridiculous and that Spectrum "can't just do that". She then contacted them herself via e-mail, copying in the original request (that was also sent to me) that clearly said to disconnect the cable TV only. The response she got was that I should keep trying until I get a representative to actually help me. I tried again, and the man on the phone said that everything I was told before didn't make sense and that the whole 30Mbps isn't even a thing...he also said that TWC before wouldn't have had a problem fixing things and that a credit would have definitely been given, but now Spectrum doesn't like to do that.
A technician is supposedly coming tomorrow between 8am and 9pm, and that they might come talk with me, but maybe not....?
This all is completely unacceptable in every way and I'm furious. My service should NOT have been turned off to begin with, and I should NOT have to pay more money for less speed. I've been without service for a week this month and have missed out on a lot of work and quite a bit of pay due to issues on Spectrum's end, yet they are expecting me to still pay for a full month of service. They're talking to me like I'm an idiot and are refusing to fix their mistakes. It's ridiculous, but I have no other service provider options. I'm at a loss of what to do. I shouldn't have to just accept the higher rate and everything.
Any ideas about what I can do here?
I would contact Spectrum directly through a PM. Send your old account information at this link:
You need to include your name on the account, address, phone #, AND account #. Additionally, refer them to this thread and have Spectrum begin a review of your case history to see what was done on the work orders, and specify to them what should have been done.
Do not call, use Chat, or other Spectrum methods of communication unless the Direct Forum link people above say otherwise. Use the Reply function in communicating with each other at the above link until you get your services restored to your satisfaction. When this is all done, I would also request a credit on your next bill for the communication errors involved and the intrusion on your time. The Direct PM link will be sent to the right people so that an investigation can begin. Hope you get some help with this issue, and that Spectrum can find out what went wrong.
Satch