I gave the Big Bear office a bad review before, but have since changed my mind after meeting with Andrew again. He is trying his hardest to fix my issue. I'll give him a 5 star if he gets it done. Andrew got it done and rocks!! Thanks for your persistence and getting my issue resolved. read more

Not worth even 1 star. Been a loyal spectrum customer until you cancel their service. Their representative wants to sell you a new service at the same time they "criticize " the new service you are switching to instead of Spectrum. No where in their literature do they warn you to cancel before the billing cycle but they want to charge you for another month of service when your service has already been cancelled. No wonder their reviews are poor and customers are leaving Spectrum in droves. See other reviews for this business. When profits are the only priority, nothing can be improved. read more

Prompt and friendly service. Came here to pick up my internet equipment for a new service installation. I was in and out quickly, and the equipment works great! The attendant who helped me was courteous and professional. read more

I have been on hold for over an hour! They raised my rates and when I finally got through to them after waiting 45 minutes, they transferred me to another department when I told them I needed to lower and cancel some services. So basically on hold now for over 2 hours total!! If you want to add services, they will help you without a wait, but since I want to lower my bill....they put me on hold! UGH ....they are horrible! read more

Overall overpriced, but truly high-speed internet with mediocre customer service. No real alternatives unless you go with the considerably slower Frontier DSL (mountain communities). Initial turn on and pricing was good. As noted elsewhere, cable lines are run on the exterior, but the install techs did their best to make them as unobtrusive as they could. I did not inquire about internal routing as an option, so you may be able to pay extra for that, which is pretty standard. An extra outlet installation was added to the order for a reasonable fee without the need for an additional service call (less than $50, but that was five years ago). Connectivity was generally reliable; we ultimately upgraded to a rental modem and router with no issues thereafter. Speeds were generally reliable and very fast (internet only). After the first year "trial period" expired our bill jumped $20 to &70/mo. We recently moved and our new service with Xfinity is only $35 and it isn't a promo price. When scheduling the disconnect, we discovered that they don't offer prorating, so we would have to pay for the whole month for only five days of service. Then they cut service off two days earlier than requested and wouldn't turn it back on and we still are fighting for a refund. Billing CSR expressed sympathy, but stated only management can approve refunds. read more

We are pretty happy with their service... to bad Prices are going up and up ... they catch you with a cheap start price.

We had the greatest, most helpful technician come to our house Fri. May 8th. Carl, tech #4478 had a very busy day, we were his 8th customer and he still had another stop to make after us. He was at our house over an hour due to our many issues. He finished at our house around 8:00pm but he didn't rush and he made sure we knew how to operate our new equipment and explained about our WiFi before he left. We truly feel a tech like Carl needs and deserves a raise! Thank you so much Carl, you're awesome! read more

I'll preface. I know it must be a difficult task to keep all your systems running, a Customer service that is responsive, wait times minimal and still make your service affordable. That said, I'm still most disappointed with Charter Communications. We deal with Verizon Fios, Time Warner and Charter. By far Charter is the worst. Our rental cabins in Big Bear Lake are serviced by Charter. Two and a half weeks without internet service. Four phone calls to service...located in, get this, St Louis Missouri. What does someone in St Louis know about Big Bear Lake problems? NOTHING. Four times I've given them my contact number and still they call the wrong person. Four times they have come out and not gotten it fixed. I don't doubt lines are old and problematic but two and a half weeks!! Finally today our cleaning lady waited for the guy and she locked the doors and wouldn't let him out until it was finally fixed (okay, almost literally!). But she took no cr** from the guy. Internet and cable often often often down. Guests ask for refunds of rent money and I have to explain that cable isn't guaranteed...and then "I'm" the jerk! At least with Time Warner you actually do speak with someone local. But with Charter you...May...Not!! read more

Spectrum, as a company, follows the same model as a drug dealer...you can dress up a pig in pearls and a fancy hat but it still is a pig at the end of the day...have been a customer for over 14 years and am treated like a cash cow...jacking up prices with no logical explanation...new customers are treated better and offered pricing that long time customers cannot receive...this company is a joke on how they dealt with my concerns...STAY AWAY FROM THIS COMPANY and immediately look for other options... read more

Great Service! Both my parents and I just bought homes and neither home had an internet cable going to the house, only a phone line. Very prompt service indeed. Had an appointment schedule for the next week, but I told them to call if they had any sooner openings. Sure enough I get a call 2 hours later, same day, wanting to come install that day. Very thorough, fast, and made sure I knew how the equipment worked before leaving without leaving a mess either! read more

Literally have to use the word "now" or today when changing and installing new service otherwise they will not turn it off. I cancelled cable at our vacation home because it wasn't worth their price but added Internet for the fire stick. Did this on the 6th of the month but couldn't be up to our home till the 29th. They never turned off the service. Bull....! they have a monopoly on the hill. AND THE CUSTOMER SERVICE AND MANAGEMENT DEPT NEEDS A CLASS IN CUSTOMER SERVICE! Very rude people. Thanks for listening. Dark lord of the universe. read more

This is a company that is run like ATT!!! Customer service by title only, no one can do anything that you call and it takes a formal complaint to get their attention. To start off I got internet to fire att to get a little faster because i was paying for high speed and not even close to that was delivered. So i paid 39 a month for 30 and low and behold i get a message that my speed is now 60 at no additional cost. Now i have had that speed for about 6 months they said now it was a introductory offer. Now my speed is cut in half and now I am paying over 60 a month. I call "customer service" and "technical service" and nothing happens except raising my blood pressure. They say I am now provisioned for 30 and they never offered it in the area. If you like being pissed off? Do you like being blown off? Do you like needing to escalate an issue with an outside agency to make a company deliver what they promised. Then this company is just what you would like If you like fast internet...good customer service...delivery of what is promised then don't even think of dealing with these idiots. The executive staff needs to loosen up their ties and let the blood flow to their brains! This is how fly by night companies run. This is not the type of companies people like to stay with!! read more

Typical. They try to bundle you in to some stupid package that includes their home phone service. Who the hell uses a landline anymore? When you ask a simple question, and try to get a simple answer, they get evasive and won't give you a straight answer. Q: How much is is without the phone? A: Well the internet and TV go up. Who cares! I'm asking for a quantity, not some stupid amateur sales scare tactic! They pull this BS because they also get commission, the more they can sign you up for, the more the sales people make. I called up their customer service line and they told me it's the same amount with or without the phone. Why couldn't they have just told me that at this office instead of putting me through the hassle of having to call customer service and be put on hold? Just be honest! Just answer the question that you were asked! That's how you retain customers! read more

The people that work in the office in big bear are fine I actually Have known some of them in the past.The problem is the streaming service. It sucks it's weird how I get commercials but is soon as the show comes on or something it just blinks out. It's so hit and miss probably doesn't work over 50% of the time. Big weekend forget it don't even turn on the TV or Internet. Do yourself a favor and find some other Internet /television /telephone/streaming service. read more

My husband ran into a situation with Charter Spectrum, a cable company here in our area. On Thursday, 8/20/2020, my husband met a Spectrum van going the opposite direction and the Spectrum driver threw a full soda cup, ice and all, out his window hitting the drivers side mirror busting the housing and soda went all down the side of our vehicle. My husband made a u-turn and chased down the Spectrum van, getting pictures of the Van and the license plate number. He confronted the driver and the driver denied throwing anything out his window all the while he was speeding to get away. My husband called the police department and the police wouldnt write a report because this wasnt an automobile accident. The police officer did, however, follow my husband to one of the Spectrum Offices at 83rd and Parallel Parkway in KCKS to report the incident. Information about the incident was given to a member there to forward to their incident department. He has spoken to several people, and has basically been told it is a he said/she said issue and they are standing behind their driver, even though we have sent them pictures. If you see this Spectrum van with Missouri license plate 0N3N44 watch out, this POS is not an honest, upstanding person with no respect for other peoples property. This driver should be fired for what he did!!!! read more

The Big Bear Lake office is great and the staff is fantastic. I had to make changes to my cable tv plan and Jodie was extremely helpful and professional. Excellent customer service. 5 Stars! read more

This is a ridiculous company. Spectrum is the worst. I would give this no stars but Yelp doesn't allow that. This is probably a waste of my time to even type this up. We have a cabin that gets used sporadically. So even if you're a crazy person looking to squat, don't waste your time with this cabin as you will not be able to watch anything on tv. So, we came up Memorial Day weekend. The tv got like 4 scrambled channels and that is IT. There were no other channels to watch PERIOD. So, we call the cable company. We get told that a service man will be out between 8 and 9 pm on a Saturday????????? Anyway, we get back from Arrowhead village and sit around and wait for NOTHING AND NO ONE. So, we call the cable company and get told one story after another after another...you get what I'm saying. So, after speaking with a representative with said cable company, it is agreed upon by both parties that there will be no more charges incurred until a service person gets out here to fix tv. So, an appt gets made on July 2nd for someone to come out today. He gets it fixed and we think all is well. We ask him if he has a hard copy of the station guide and he tells us that he only has a photocopy of the guide as there aren't any anywhere at this time????? WHAT?????? How do you run a company? Anyway, we called the company to discuss what channel the Angel game is on. Then we discover that we were being charged this entire time even though we had NO WORKING SERVICE. The best the cable company could do was credit us for July 2nd to July 5th. This is extortion, robbery, completely unacceptable. So here's the best. We tell them to cancel services. It took them 2 minutes to disconnect services. TWO MINUTES!!!! So after back and forth discussions and negotiating which should have never happened. One of us decides to keep this horrible service but guess what??? It takes up to 24 hours to reinstate it. WHAT??????? I don't understand nor recommend this company ever. read more

I canceled my service with Charter on 9/16/19 and according to my statement I was paid up until 9/14/19. I thought I would get a prorated bill for the extra 2 days, but when I saw the final bill it was for the full month $65.99. I called them and was told that they were now a subscription service and I would have to pay for the full month. Meanwhile they closed my online account and canceled service. I think this is illegal, I had no access to the service after 9/16/19. So I had to pay the $65.99 or they would say my account was past due. I am a senior citizen living on a fixed income, I can't afford to be paying for service I did not get. Beware of Charter Spectrum's bad policy's, they only want your money, and don't care about customer service. read more

Tara was very awesome. Couldn't be happier. Although I tend to pay more here than elsewhere, I was on with it after dealing with her at the store in Big Bear Lake. Tara was awesome. She helped me get my bill down a little bit to where it was manageable KIND OF. THANK YOU FOR YOUR GREAT CUSTOMER SERVICE. read more

Completely bogus bait and switch. Don't use them unless you have no other option. I was looking for Internet service in Big Bear and called Charter to see what they offered. The quoted me a new customer rate of $39.95 a month and I signed up. I get my first bill and it is $59.95! Called them and they said I was a previous customer and didn't qualify for the new customer rate. I asked why I was quoted that rate if I didn't qualify. No good answer other than they can charge what they want no matter what they had previously quoted me. No one contacted me to tell me they had made a mistake. It was just easier to send me a bill and see if I noticed. I'll be switching my service to a more reputable company even if it costs more. read more

Worst customer service ever! Was told by the two ladies in there that changing my cable box out was as easy as unplugging the old one and plugging the new one in. Wrong!! Now I am with out cable for night and no cable tomorrow until a service tech comes out at 3pm. read more

The service is ok, but after one year they jacked up my "introductory rate" by 50%.

Watch out for the promotional rates offered! I called for new business (you can only do by phone and not in the local office) service for Internet ONLY. Mark Speltz talked me into adding two phone lines. I inquired if I could cancel the 2 phone lines if it turned out I did not need them... of course he said YES. Well, what he forgot to say was that if I cancelled those two phone lines, I could not be given the promotional rate for the internet only as originally requested. So, instead of paying $49.98 for the internet only, my rate would be jacked up to $104.98 per month! So, I get two phone lines that won't be used. When I called the business office, to correct the issue, they could not turn back time and give me the promotional rate.... nothing they can do as their computer system won't let them. Even when one of their employees does not tell the whole story, they won't honor the promotional rate. I have placed calls and emails to Mark Speltz. No call back. Imagine that. Charter... or Spectrum... what ever they should be called does not make good on their sales teams presentation. If they bothered to go back and listen to the sales call with Mark Speltz, they would see that I really was not interested in the 2 phone lines. Mark just upselled me telling me I would save the additional installation charges. The ONLY reason I went ahead was that Mark gave me the impression that pricing would be the same if I found out that I did not need the two lines. One last fact that made me vulnerable to Mark's unscrupulous add on was that I was on Bluetooth and DRIVING. He knew this. He just wanted to beef up his commission. Don't be fooled. Once a promotional rate is installed, kiss it good bye if you need to make a change to your account. read more

I signed up about a year ago because my provider at the time kept increasing my rates. When I called to get more information, I asked about a my bill increasing down the line, the rep assured me that my bill would NEVER change. Today, when I logged in to make a payment, I was surprised to see that my bill increase $40 from last month. I spoke with a supervisor who said there was nothing he could do for me. In fact, my bill will be increasing again in a year. He insisted that there was no contract, suggesting I take my business elsewhere. I'm completely dissatisfied with Spectrum. read more

Did you know that if you disconnect service at any time into your billing period, there is no pro-rata and you pay for entire month. I did not and it took over 2 hours, 3 phone calls, 8 reps, and 2 supervisors to find out. Very poor customer service read more

A lack of communication on Charter Customer service cost me $300 and they are unwilling to work out a payment plan to take care of their respective issue. This is the last time I will ever use Charter as a service. read more

You know whats funny, I used to just deal with the rude customer service because I thought I had better service than other people. When I had my Time Warner turned on down here, I realized... I never knew what internet was all about... Expensive and rude thats what you get with charter. read more

The installer never showed up to the scheduled appointment, and when I spoke the customer service, they said that he didn't make any of his other appointments. Not a very good first impression. they showed up 2 hours later, and got the job quick. Good comeback read more

Just had internet installed. Chris the tech/installer was very professional and on time. Tested download speeds are awesome. I'd highly recommend Chris and Charter's internet service in Fawnskin. read more

So far I'm really impressed with their service. I just got a house in Big Bear Lake and was surprised by how few internet providers there are in the area. Customer service was great! read more

Why is spectrums tv and internet so bad? But what's worse is there service at there office!! Don't know who big guy with beard is but he is NOT there to help!! The ladies are fine. They added service that I asked them to remove, now they won't give a credit. This is the 2cnd time!! WTH read more

Why is it so hard to reach the LOCAL office! Give me a break. In addition, this cable company charges non-Latino's more for their double play service. Then when I tried to get a print out of the channels the corporate Charter/Spectrum would not direct me to the channel line-up. Really, $10 more for English language channels might make since as those channels MIGHT charger the cable company more but charging $10 more for internet?!? read more

What a horrible company. The don't show up for appointments. The equipment fails. The TV quality is terrible. The internet is slow--"Nothing is guaranteed" I had direct TV for years and had 0 service calls. With Charter I have had no service so many time, I will switch back. Avoid this company!!! Yelp should include -5 ratings especially for them! read more

I can't even give these guys a star because they're so horrible their service sucks as far as TV and Internet breaks up digitizes and not consistent their customer service is worse than AT&T especially the big heavy guy with the beard in their office acts like he hates his job!! He is not there to help you whatsoever.!! All this company does is steal from you and give you crappy service!!!!! Calling main number is No better!!! Run by millennials that think they know it all!!! read more

If I didn't have to give a star in order to leave a review they would get one at all. There service is one of the worst I've dealt with. I called to order spectrum mobile, however after placing the order I did research on the phone I was getting and realized it didn't have enough gigs for my needs so I called back within 15 min to cancel and they couldn't find the order (strange) anyway apparently it hadn't processed so they could find it. I was told to call back in an hour as it would have processed by then... I called back 4 more times that day, the last call the service rep assured me the order had been cancelled and that I would get an email confirmation for the cancellation (never came) the next day I got an email saying the phone had shipped. I called immediately and all I got was just refused it when it comes. Long story, once it came I refused it, now a few days later I get an email stated they were refunding but less than what I paid so I called again and was informed there was a restocking fee... I told them hell no, it was spectrums errors that took place. It took me speaking with a supervisor and insisting I get a full refund, after arguing with her she agreed to refund the restocking fee but not back to my card that they would mail a check. There was no way for me to get them to refund back to the card, so I asked if I could get an email or text confirmation regarding the restocking refund and I was told they don't have that ability. They suck the worst canal water I can imagine. read more

People tend to complain about charter, but I've been using their service since the 90's and really have 0 complaints. They beat any competitors up here- verizon, dish, etc- hands down. You just have to watch out or they will hook you in with a "limited time" bundle pricing and then jack up the cost once your contract runs out. Of course, you have plenty of warning of this if you pay attention. The TV, internet and phone bundle is way too expensive without some kind of special deal though. read more

Internet speeds are good. Channels are plenty. Dvr space is okay. Phone service is up to par. Everything would be great...if... The equipment was up to date. The cable boxes are at least cheap AF if not more than 10 years old. If you plan on using HDMI cables to hook up to your tv you can expect it to have your tv getting the hiccups(tv will blank out then come back, and repeat like the hiccups). If you want to know how much space is left on your dvr...tough. It'll let you know when its low...after deleting space it needs. If you want to delete shows from the dvr, after each delete you will need to search from the start each time. Sometimes, about 20 times this year, the cable box will just want to reboot...then not work for an hour or more unless you press a button combo to reset the box manually. I like the service, but for the monthly cost i would want newer cable boxes. They say i can use component cables to eliminate the hiccups but as a gamer i use component cables for my capture card...and changing the cables each time would be annoying and potentially damaging to my tv. I asked if there was an newer box available and was told no. But down the hill there are charter cable boxes that are way better. I am tired of the big bear excuse of its hard to get stuff up here, its not Antarctica. read more

I went in to release my service to the buyers of our house as directed by Spectrum. When I asked Andrew for the release form he told me they don't do that. I informed him that I just spoke to Spectrum on the phone and they directed me to come in and simply sign our account over to the new buyers. He was very rude and lied about not having that form. I insisted and he went to the back and magically brought out the form. This guy should not be in customer service! read more

Are there any other alternatives to Charter in Big Bear? This is THE WORST company I have every worked with. It has been almost 3 months, I've called multiple times and I still haven't received a bill. They send it to my cabin (which doesn't have a mailbox) and I keep asking for them to send it to my home. Just put it on auto on my amex but still would like a bill...and customer service is TERRIBLE - EVEN WHEN THEY KNOW ITS RECORDED! Plus, the service only works 25 out of every 30 minutes...goes down constantly. read more

I would never recommend anyone go to charter. No wonder with their high and increasing monthly cost there are so many people using Apple TV and Verizon for their internet carrier. I would caution to make sure when you sign up you know what rate you are getting and FOR HOW LONG. read more