Timmy J.

On May 30th, I put a disconnect order in with Spectrum in Big Bear City, CA. I told the representative that I was moving to Joshua Tree, CA. They said I should just hang on to my modem and return it to the Yucca Valley, CA store (near Joshua Tree). But they couldnt schedule service in Joshua Tree because it was a different company, due to the incomplete merger. So she transferred me.

After transferring me, I talked to another Spectrum/Time Warner representative about scheduling service in Joshua Tree. She first mentioned, by the way, dont try to return your equipment in Joshua Tree because they wont take it - even though the previous rep said they would. Then she said there is already service at my new address so they would need to contact that person (which is the property owner) to verify its okay to disconnect their service. They couldnt get a hold of him but left a message. He called back and they didnt know what he was talking about and he couldnt get the service disconnected. When talking to the rep, she did say that there was good news. She said I would be getting twice the speed at the new location of 200MB/sec - and that it would cost $45/month.

Then I called Tuesday, the 5th, at my new residence in Joshua Tree to see if they made any progress. They said they have an installation scheduled for Thursday between 8 & 9am (2 days notice, and during a time when I have a weekly meeting with the company I work for). Also, the price went up to $50/month.

I ended up just holding the work meeting during the installation (from home), and dealt with the interruptions. The tech did a good job at trying not to disturb me at least. But then he told me that I would not be getting 200MB/sec, but instead 100MB/sec.

I now can not log into my account, cant see if I have any previous balance or refund from Spectrum in Big Bear City, CA. Nor can I access any of the side-services that I should have access to like hot spots (my carrier charges me for data usage when not at home). I did try to call to resolve this, but they couldnt help me, couldnt tell me if I was due a refund or had a previous balance, and couldnt even tell me my account number (I never received any paperwork at all).

To summarize, I was lied to about the speed, lied to about the monthly charges, lied to about the equipment return, lost access to my account online (and possibly a deposit/prorated refund), was scheduled for a very bad time for installation (without my knowledge), and am not receiving all of the services that Im paying for (wifi hot spots). And lost several hours of time holding on the phone to not accomplish anything.

To this day, a month after connection, Im still not able to log in to pay my bill, set up a user/pass so I can access hotspots. Spectrum has gone down hill since the merger. If theres another option, I do NOT recommend them.

On May 30th, I put a disconnect order in with Spectrum in Big Bear City, CA. I told the representative that I was moving to Joshua Tree, CA. They said I should just hang on to my modem and return it to the Yucca Valley, CA store (near Joshua Tree). But they couldnt schedule service in Joshua Tree because it was a different company, due to the incomplete merger. So she transferred me.

After transferring me, I talked to another Spectrum/Time Warner representative about scheduling service in Joshua Tree. She first mentioned, by the way, dont try to return your equipment in Joshua Tree because they wont take it - even though the previous rep said they would. Then she said there is already service at my new address so they would need to contact that person (which is the property owner) to verify its okay to disconnect their service. They couldnt get a hold of him but left a message. He called back and they didnt know what he was talking about and he couldnt get the service disconnected. When talking to the rep, she did say that there was good news. She said I would be getting twice the speed at the new location of 200MB/sec - and that it would cost $45/month.

Then I called Tuesday, the 5th, at my new residence in Joshua Tree to see if they made any progress. They said they have an installation scheduled for Thursday between 8 & 9am (2 days notice, and during a time when I have a weekly meeting with the company I work for). Also, the price went up to $50/month.

I ended up just holding the work meeting during the installation (from home), and dealt with the interruptions. The tech did a good job at trying not to disturb me at least. But then he told me that I would not be getting 200MB/sec, but instead 100MB/sec.

I now can not log into my account, cant see if I have any previous balance or refund from Spectrum in Big Bear City, CA. Nor can I access any of the side-services that I should have access to like hot spots (my carrier charges me for data usage when not at home). I did try to call to resolve this, but they couldnt help me, couldnt tell me if I was due a refund or had a previous balance, and couldnt even tell me my account number (I never received any paperwork at all).

To summarize, I was lied to about the speed, lied to about the monthly charges, lied to about the equipment return, lost access to my account online (and possibly a deposit/prorated refund), was scheduled for a very bad time for installation (without my knowledge), and am not receiving all of the services that Im paying for (wifi hot spots). And lost several hours of time holding on the phone to not accomplish anything.

To this day, a month after connection, Im still not able to log in to pay my bill, set up a user/pass so I can access hotspots. Spectrum has gone down hill since the merger. If theres another option, I do NOT recommend them.