I don't know the full lay of the land for a spectrum account because I live in a development that has a bulk account with spectrum. That service is not good and I don't think it has anything to do with the spectrum people but the development that I live in. I had to add a Bunch of other channels to augment my communities account and for that I have received great help in managing Kathy Moore at store 5666 on Tunnel Road in Asheville, made great headway to help me understand how to get the best experience from my account. I really appreciate that kind of personalized service and for that I give her four stars. read more

I went in because my phone wouldn't charge, after speaking with the Asst.Mgr, I bought a new phone,everything was transferred over & the lady was extremely nice & helpful. I went back the next morning because the FB page that was coming up was an old one that hasn't been used in years & my old phone had all my passwords stored but couldn't charge. The woman(Darlene,I think that's her name), was extremely RUDE,rolling her eyes,making smart remarks, all because I asked her to recharge my old phone,telling me to go buy a battery,that she couldn't recharge the old phone I explained to her that the Asst.Mgr had charged my old phone the day before,so why couldn't she? Her response was that it was a waste of time,then called her Asst.Mgr,"Wonder Woman" which was rude as well. I don't know who the MGR is,but this woman does NOT need to be working with the public! Then,as I was leaving,she said," I know you're mad,but you have a good day", then smiled & rolled her eyes.i told her," You shouldn't be acting like this to a customer who just bought a phone & you should be ashamed of how you have acted ", she just kept smiling as I left I will NEVER let this evil person wait on me again & management needs to get her straight or fire her! read more

Spectrum sucks. The Internet is constantly going down never have access to it. We should be getting a percentage refunded every single time we have an outage because your system is the worst. I would rather go to Comcast at this point. 10/10 would rather sh!t in my hands and clap than pay for spectrum. read more

Spectrum gives you absolutely zero notice when they decide to service your area for 24 hrs. And you have to wait over an hour to get customer service. And they raise their rates at least twice a year if not quarterly. I'm fed up with them. read more

If I could give their internet service less than one star I would. The minute there is another option in my neighborhood, we are switching. My wife and I both work from home and we have constant downgrades in speed and sometimes the net is completely out. Time seems to have nothing to do with it. It will slow down for hours from 3-6. Then be normal when people are sitting around the couch, streaming TV at night. They sent a new router and the problems persist. We had no problems in Austin, no problems in Colorado, no problems when we had ATT fiber in Asheville. Now...constant issues. If you have another option in your area, go with it. read more

Poor and gradually worsening services, gradually rising prices- and when I finally got another service provider, THEY MADE IT NEARLY IMPOSSIBLE TO CANCEL, wasting an incredible amount of my time. read more

Worst service ever! They raise prices and take channels away. No notice. The last technician to our home was unable or unwilling to install our second TV properly. When we added internet recently we lost channels. And they didn't ground the line properly. Our house could have burned down. We were informed we would have to pay extra for the lost channels. Not a single employee could explain why. We have switched providers and are very happy with ATandT. Do not deal with Spectrum. Unreliable and incompetent. Can I give less than one star? read more

Folks, believe all of the ONE STAR reviews. Charter service, or lack thereof, is HORRIBLE in the Arden area. Call, lose half day of work, tech comes, issue not at house, work order for service crew placed, service crew arrives don't fix issue, does NOT test to see if issue is fixed, marks service call as complete, drives away. Call, lose half day of work, tech comes, issue not at house, work order for service crew... Rinse and repeat for two years. Charter is horrible and the price continues to increase. They offer a $25 service credit and have to have special approval for that LARGE amount. Charter is horrible. Find another provider and save yourself a ton of frustration. read more

They had literally raised their prices over the past 5 years. We've been dealing with internet outages for the past 2 years and every time the internet goes out, everyone in our area (within 50 miles) are out as well. If they keep raising their prices they should provide better internet services that will not mess up as often. Terrible Providers. Buyer be aware​ read more

worst service we have ever had. technicians don't show up. had an appointment last thursday or friday. 2-3 pm shows up at 8:30 pm. Scheduled another appointment 12-1 today (11SEP25). Actually arrived on time. Wife was very happy with his service. Installed a new xumo box that was sent to us almost 6 weeks ago. Hooks up new box. Explains some new services to wife. No sound. Call CS. Try this try that unplug the box for 5 seconds. Go to this screen. Still no sound. Sent over to service to schedule a new appointment.....7-9am Sunday 14SEP25. So no sound until Sunday morning....if they actually show up. What about some credit for our inconvenience.....$10 Fking! don't waste time and money on this company. read more

Makes it impossible to cancel service. I've moved to an area Spectrum doesn't service and I need to cancel. I keep calling and wait holding for HOURS to cancel the service. Better believe they are on top of it with offering upgrades. read more

Terrible customer service.I bought a new flip phone Aug 18th and it broke Oct 31.I took it back to the store under warranty and they didn't bother to look at the phone ,just told me to call a 800 number which turned out to be a nightmare. Spectrum does NOT honor insurance and said I would have been better off having it stolen. Never use Spectrum. read more

Our internet is out frequently for days. Yesterday and today I needed to work on and send my father's obituary out of state. As well as his service bulletin. I'm disappointed in the lack of reliability. So often it's when I have something bery important to accomplish. l read more

Terrible customer service. We were without service for 5 weeks due to hurricane. After many calls finally got service restored. Then took many more calls to be told we would get a credit but to still pay the bill. The credit never arrived, changed service provider and still got charged for service when we were getting service from someone else. They say we still have to pay for service not received. Do not sign up for Spectrum!!!!! read more

About two years ago, I came to this store to exchange some malfunctioning equipment. As apparently was the case for numerous other customers, I had a very negative experience; long and slow waiting line, employees apparently uninterested in providing service. I left after a half hour without my presence having been acknowledged. Today, I had a completely different experience. As soon as I entered the store, an employee greeted me and asked if she could help me. I handed her the equipment I wished to exchange. She processed the exchange quickly and efficiently and answered my questions. She was friendly and pleasant. Well done. read more

Due to no fault of my own, my debit card has again been shut down due to suspicious activity. A new card has been shipped, but won't arrive until next week. In the meantime, my auto pay for my Spectrum mobile bill was declined. I got a notice saying my service will be suspended if not paid in 3 days, (Sunday, March 5.) I called to have my auto pay changed to direct deduction from my checking account just like my other Spectrum bills are (TV, Internet, and home phone) Customer service says "Nope!" can't do that. Then I asked if I could go to the local Spectrum store and pay it there? "Nope! can't do that either!" Then I asked if they could give me an extension until the new card came in? Again, "Nope!" I have never been late with a payment to Spectrum before! This is what they call customer service? I will be looking for a new carrier. read more

I had an excellent visit at the Asheville store. After a horrible experience with Spectrum corporate support, I had to go to the Asheville store to return 8 cable boxes. The store specialist Darlene took care of the returns quickly, plus checked my new plan/billing to be sure corporate did not screw it up (again), and obtained range extenders + the instructions to install them. She was very pleasant and professional! read more

I complained to the associates about the poor customer service that I have received in the past 7months. They would not help me. I became agitated and shared my frustration with other complaining customers. I then walked to the other side of the store to call the Spectrum 800 number to ask for help. Then the Asheville police showed up to detain me. They were told that I had threatened the associates and had refused to leave. Neither of this was true. I threatened no one and had I been asked to leave I would have done so without question. Luckily for me there are cameras all over the store to help reveal what had really happened. Surely trying to have someone falsely arrested has some kind of consequences. The officers had told me that the store was attempting to press charges against me but that they were unable to do so. They did express a little curiosity as to why I was carrying a big red Bible in my pocket. read more

Needed to exchange a modem. Didn't make an appt, just walked in and signed in on the kiosk. Walked out with the new modem 11 minutes later. Would have been 8 minutes but I left something in the car. I have a suspicion that most people's issues with this place stem from their own sense of entitlement, and not the actual customer service. Every employee there was operating with a sense of efficiency, I heard no attitudes from anyone in the store, customers included. Wouldn't hesitate to go back for any issues. read more

Worst company ever. The Charter Spectrum lines got destroyed during hurricane Helene and we were without internet for almost an entire month. We had a standby generator during that time supplying our internet router with power, but obviously we did not have internet due to Charter Spectrum not supplying us with internet service. They refused to credit our account for the time the power was out saying that their policy is that they don't credit accounts for full power outages. I explained that we had backup power, and our internet outage had nothing to do with lack of power, only lack of internet service. The lady was very rude and refused to refund the account. Do yourself a favor and get Starlink. read more

We have not had internet since Helene, around 6 weeks ago. When I called to ask about accounting, I was told we would have to pay for all time where the power was out, and would not be receiving any credits for future use as spectrum has no control over the power. Super generous response to those actively suffering from this storm. Definitely a scam go elsewhere for service read more

Short and less complicated review: worst customer service I've ever encountered, and the most complicated equipment return/disconnect of service in the history of internet. If I found the DeLorean, I'd go back to when I had the option to return my modem to UPS instead. P.S--Karen's mom works here, and her children were unsupervised. read more

Wish these other reviewers would have a bit of compassion and patience, what's happened to people feeling so entitled and put out all the time?!!! Anyhow, I had a complicated situation that required an in person visit and found the staff to be helpful and friendly at this location. read more

This is a rating specifically based on a customer service experience I had with "Ken". I'm having issues with my internet reach, and he was candid and so helpful. We've recently had AT&T installed in our new construction neighborhood, and what he said convinced me to stick with Spectrum. Thanks so much, Ken! read more

6 people waiting. 3 staff members trying to interpret the screen for one customer. The customer felt bad, and the managers response: it is what it is. Not sorry to be canceling my service. read more

TERRIBLE Someone drive up my drive and offered me service. I Got wifi and cell phone bundle. Wifi works fine.. no issues. Phone was mailed to me with a tech glitch. Poltergeist activity happened. The phone dialed numbers..and then would call those numbers. On multiple occasions I could hear it say. ("Sorry your number can not be completed as dialed"), it sent text messages to people in my contacts, my phone would even open up and listen to audible. Crazy stuff Me: I go to actual store location. We can not help...call customer service... Me; ... YOU are customer service?!! Yes but we can not help. Call number given... We can't help you Given ANOTHER number... They also were unable to help... Even though I clearly bought it from them...AND was trying to exchange within the time frame required... They passed me around and DID NOTHING TO ACTUALLY FIX THE (VERY DIFFICULT) PROBLEM! I switched to STRAIGHT TALK. At Walmart plans run from 35- and up. I get the $55 plan plus with auto bill pay and save an extra $5 so I only pay 50 per month UNLIMITED everything. No hassle No passing around Get switched over easy. read more

I have never been treated so rudely in my life! I'm 50 so that's a lot of years for comparison. Evan Aslinger was the associate that we were paired with originally. He was rude, combative, and kept talking over me and accusing me of FRAUD! I went into the store bc our wifi quit working. I called Spectrum and they tried rebooting, but said we needed to go into store and swap out equipment. Our account said we had a previous account which was a big mess and we were being charged for lots of services we didnt ask for. They cancelled that and started over a year and a half ago. Evidently, bc of THIS he kept saying loudly in the store in front of everyone that I might be charged with fraud! He kept repeating, "I'm just the messenger!" So I asked to be switched to someone who could actually help me while I called Spectrum who apologized profusely. The next associate (Elizabeth Porras) swapped out the equipment in 5 minutes no issues! This guy does NOT need to be working in customer service. Spectrum, AVl, plz do better. read more

They were running 20 minutes late for my "appointment" mostly because some lady was just being an absolutely tedious customer who wouldn't leave. Once I got to someone who could help me things went pretty quickly. This location is severely understaffed. read more

What can I say about spectrum that hasn't been said about the coronavirus. I can't seem to get away from it. I hate it. They made 45 billion dollars last year but they expect you to wait an hour to exchange their broke equipment that they apparently had monitored and knew wasn't working but didn't let me know until it failed completely. And no bathroom. Come on guys. I can't wait for google/Att/any fiber to come to my house. read more

Less that a ZERO rating if I could. Second time having to go into this store and both times were horrendous. BEWARE that if you go into the store on Tunnel Road to do ANYTHING, pay your bill, drop off equipment or even ask a simple question, you will be required to sign in and WAIT, and WAIT and WAIT. I signed just before noon to drop off a streaming box. There were 5 store attendants working and many waiting customers. Lucky me I got there before the other 7 people that showed up right after me. None the less, I still had to wait 45 minutes just to drop off an unopened box only to find out that you cannot return mail order equipment to the store, you must ship it back. Its Spectrum equipment!!!! Its a Spectrum Store!!!! What is wrong with you??? My experience was worse than having to stand in line at the DMV in Chicago, which is now the second worst experience I have ever had. Spectrum tops the chart on bad Customer Service and weird policies. There needs to be a separate line for those that are merely paying a bill or returning equipment rather than making all those people wait for a Sales Rep who clearly are selling services and making small talk with new customers and taking their time with no regard to all the people that are waiting to do simple tasks. I have a strong dislike for Spectrum. read more

Just like all things Spectrum related, their cable and Internet service is the entertainment equivalent of excrement. Constant glitches, outages, and interruptions. I'm a moron for continuing to pay for this nonsense. So if you want a company to deliver you a service that will make you want to punch yourself in the face, then Spectrum is for you.​ read more

Our cable box remote control had an unfortunate "mishap" and I literally broke it's insides to bits! I went to the Spectrum store at 80 Tunnel Rd. and was met with 2 very friendly and helpful customer service reps. There were 2 other customers ahead of me and they were in and out in minutes. My customer service lady was so sweet and kind and replaced my remote and I was out of there within 10 minutes at the most! The store is clean and nice and was convenient to get to considering it's Tunnel Rd. I know that customer service quality has become a thing of the past in some businesses, but at that Spectrum store, it was great! Of course...if you give a smile most likely, you'll hopefully get one back in return. I got plenty from those two sweet reps! And now I have a new remote! read more

I went in to return a modem that had been updated. A simple drop off. Nope. I stood there with this huge box while 5 workers at their stations stared at me like I just landed from Mars. Poor customers sat forlorn at various tables and chairs like they had been there for hours. Finally as I decided to approach someone she spots me and yells across the room "YOU MUST SIGN IN!" This freaks me out and points me out to everyone in the room. Just great! So, I sign in. Some other poor chick comes in bearing the same exact gigantic box with a teeny tiny modem in it and stands there. I tell her; "You have to sign in". She thanks me. I sit down for about 5 minutes, notice a screen on the wall and my name is 8th in line. 8TH!!!! I AM NOT WAITING FOR HOURS TO DROP OFF A DAMN USED MODEM!!!! I tell a poor woman who has been sitting there probably for 2 hours or more, "this is ridiculous!" and I get my shit and storm out. I will mail it back in. Also, It was a trip across town that probably ate up more gas than it will take to mail. Such POOR POOR Customer Service. I really don't know what to think anymore about companies, but the customer coming first anymore is a thing of the past.... This is for ASHEVILLE, NC read more

My visit here was a nightmare. I was interested in switching to spectrum mobile but I am definitely not anymore. The customer service was almost nonexistent. After about 3 hours of waiting I finally just gave up and decided to stay with my phone carrier. The facility has a very DMV feel to it. An obvious lack of staff, queue screen, and staff spending 45 minutes to 2 hours per person are all reasons I will never return. read more

My cell phone a MOTO 2021 wasn't one thley supported so I ordered a Moto pure as recommended by them. Figured out that is wouldn't be anywhere near what I was used to and changed the order the next morning. The MOTO 5G arrived worked for about a week. No cell calls or texts. Called support and they fixed it over the phone but mentioned that they have lot of problems with MOTOs. That fix lasted less than a week. Called support again and they could not get it to work. Will send a SIM card waited for that. no SIM card arrived. Called and they would send one, 5 days later and it didn't work. Went into the local store 25 miles away and they were able to "fix" it.That lasted two days! Went back in and they changed the sim card, fixed it. worked for less than a week (75miles at this point) told them I wanted a different phone. Got a Samsung. They would mark my other as a return. Recieved and email but no lable. Called they would send another stil no lable link. Went into the store again (100 miles) I would have to see the manager the next day. Came in when I said I was and the manager was not there. 175 miles at this point I am furious. No link on the email he sent. Called customer service again and the link was sent with a 200$ refund. A week later they would offer me 0$ for the phone That I paid over 200$ for refused their off and they will send me the useless MOTO 5G back to me. Waiting for my 2 years to be up with these people. Worst customer service I have ever experianced, read more

Kafkaesque nightmare. Every customer interaction takes 20 or 30 minutes. Two people right now have been getting 'served' for 40 minutes without a break and there are 21 people waiting. It's like they were buying cars not internet service. read more

Horrible experience with associate named Krystal. It took less than 20 seconds for her to be short tempered, visibly flustered when asked simple questions, and what can only be described as miserable. Not sure why Spectrum would want this type of poor representation of their brand. One step to the left was an amazing associate named Elizabeth, I believe. She handled my simple issues with ease and class. read more

Krystal at the store on Tunnel Road in Asheville was the most horrible acting person in a business I have ever encountered. I opened the door just before 4pm on 3/20/22 and before it was fully opened she said "what are you needing". I explained I was wanting to transfer my service. She said I don't have time before we close. I said that it was pretty straight forward what I was needing. She continued to throw up road blocks and was really aggressive without an ounce of being anywhere near friendly or welcoming. Ask did I have my transfer PIN to which I answered with my regular PIN which she says it's not your regular pin slamming down her note pad. There was not another soul in the store. My mistake in this was asking her why she was acting like a B and that's all she wrote from that point. Very aggressive and even followed me out toward the door continuing to berate me. She needs to work in the back of an office somewhere read more

The strength of the internet connection is fine, but all of my experiences with Spectrum have been horrible. I was told when we set up our internet at this location over a year ago that the home phoneline was a service that we were required to purchase with our internet service for "safety reasons" in case we needed emergency access to a phone. I was told that this was the Spectrum policy, and it did not matter that we did not own a landline phone, or that we had no intentions of buying one. After we'd paid for this never-used service for 12 months, I found that the cost had increased by $3 for the 13th month and I started searching for an explanation. This is when I learned that the landline was never a mandatory service, and that we should have had the ability to opt out from the beginning. I called customer service about this issue several times over the course of weeks, and was repeatedly told that they would look into it. I was run around and around between departments until someone finally told me that they couldn't do anything more than remove the home phone service going forward. We paid over $170 for a service we never ever used, and they never even credited my account with the miniscule $10 that they said they could give me. I wish that I could give them negative-five stars for the frustration they have caused me, their lack of follow up, and their lack of accountability. read more