So, I've dealt with abysmal customer service, and usually I am sympathetic to the plight of customer service reps on the phone ;especially retention reps) because the company sets them up for failure. Not this time, I cannot in good conscience allow for the utterly rude and dispicable actions of the rep "retention" reps I dealt with. So, quick context, a smaller local company that offers vastly better price points for superior service for my needs became available, I opted for that company without a moments hesitation, but I waited to cancel charter until after I had cancelled in the hopes of making this process as simple as possible. I was vastly mistaken. The first time I called I started to get asked extremely inappropriate personal usage questions, things that are NONE of charter spectrums business whatsoever, when I asked if I was required to answer these redundant, pointless questions the rude and snippy rep said that if my equipment was already returned I could avoid the ludicrous cross examination. So the literal next day I went to the charter store down the street, not allowed to return my equipment there, I had to go to the UPS store a literal block further down the road...... why????? To make cancellations more difficult, period, that's why... So I get my equipment returned with RECEIPTS, and I wait to call again until after I confirm they have they garbage modem and equipment. I call again, thinking it would be easier The rude, wolf of Wall Street wannabe sales jerk (I'm trying not soften the language I want to use trust me) starts into the EXACT SAME questions, and I immediately state that I was told it would t be needed if I returned the equipment, looser wannabe Jordan belfort tried to avoid answering while he thought he was selling me back my pen and the I asked, point blank, "yes or no, do I have to answer these questions to cancel my service?" I was met with "it isn't a yes or no situation " EXCUSE ME YOU PRICK!?!?!? I had to resist with every ounce of my being not to answer with my the most uncomfortable answers about my "internet use" to make his "it isn't a yes or no" situation a little more "fun" for me..... This company is a quasi regional monopoly and clearly their retention "customer service" reps are a reflection of this. read more

Had to return equipment so did my daughter was early and didn't have to wait long was fast person was helpful and quick cant say that much great job today Spectrum read more

Spectrum is crooks. I told them to turn cut my service off. They went into my bank account and took a lot of money out and there was no resolving it. No explanation and my money is just gone. Spectrum are crooks. read more

Fucking sucks whoever made spectrum is on the spectrum they promised 500 megabites I have 5 and I checked it on 5 different devices Edit: to call people I have to use hotpot read more

The absolute worst customer service, coupled with some of the worst price gouging of any company in the market. Do yourself a favor, don't torture yourself by remaining loyal to a company that holds its customers in such disregard. read more

Spectrum Sucks ~and they do not follow up with calls~when they say "Oh we will call you back in 24hrs about the issue.. No call back at all . Spectrum don't give 2 fucks about there customers. read more

So I'll up this a little. We had someone who came out to solve an issue. I assume they. Thought it would be easy, because I suppose it often is. But this time it wasn't. All the lines had to be replaced, which involved a manger coming out due to neighbors yards being accessed etc. so it was more complex than usual. The man that came was very good. He was not in a rush. He called the right people when he needed to. So now my rating is based on the price, which is outrageous. And I'll be moving on from it eventually. Streaming really is more cost effective. Update 94 2021 read more

Overpriced, mediocre service. Customer service rep held me on the phone for an hour to cancel my service and continued to refuse. Had to stop payment to force cancellation then they tried to charge me for a modem that was surrendered almost a decade ago. Stay away from this company at all costs! read more

Customer service, went to pay my bill, its like 8 people in there waiting,they have 4 Reps in there 1is taking care of customer 2 are helping customer 1 is seating there doing nothing, the 2 that was helping 1 customer which 1 was just standing around, and then the 8 people that's waiting is just waiting, the 1 got on here phone ignoring the rest of the people that's in the store a gentleman walked into the store and boom all of a sudden he gets waited on before the other eight people that's been sitting there waiting to be seen or to be to pay their their bill we still have to sit there and wait I walked out of the store you need more representatives in that building or more customer service training because people shouldn't be sitting in that store like that for an hour to hour and a half just to pay a bill. read more

rotten cable service and internet service. this is two weeks in a row my cable and internet went down and I can't watch the Bills on tv. will defenitely use some other service if it becomes available. May switch to satellite soon. they did an update and now everything is not working. read more

Shaukeem was our technician today. We were so impressed with his knowledge and ability to help us. He was efficient and kept us informed on everything he was doing and rectifying. This guy needs to supervise others on the correct way to do their job and impress customers! read more

Five star rating for Noelle , customer service in the Buffalo Area .....The most professional and helpful person on the phone.. Thank you Adrienne L read more

Only one star because it works ok sometimes. Most of the time it buffers or is unavailable! Plus removal of channels ended up a higher bill for me! Hate it! read more

It is a scam company. They are never able to solve any issues that occur. It is impossible to call through; if you need something, you are placed on hold for hours. I have been for 2 hours on hold with them, and in the end they were not able to solve the issue. They cannot provide clear information about the bill and price. When you schedule a visitor of a technician for a technical support (after hours on hold), the technician may not come, and when you call again, they say that the meeting was not scheduled. read more

Bad customer service ever seen my life slow they didn't take no people there was turning equipment for almost hours. Nobody say I can help you. I will never walk in again. read more

I canceled my cable about a year ago because of issues with customer service. I just bought a new house and I need to have internet because I work at home. So I called to get pricing on internet services only. I have a Fredrick so I don't need cable and I definitely dont need a house phone. The woman that I talked to on the phone talked me into picking up cable again and its cheaper if you also bundle the phone so she talked me into the triple play. We spent about half an hour on the phone going over options and pricing. When she gave me the price on the phone told me that I would get a free DVR for a year and that they would waive the $49.99 installation fee. Well I got an email confirming my installation included a breakdown of my pricing period on that email there was a $49.99 installation fee. I called customer service to try to resolve the issue and they told me that they could listen to the call and if that was the case they may be able to reimburse me for the $49.99. I told them that I wanted it resolved before I allowed the technician to come out because I wasn't going to pay for something that I was told I didn't need to pay for I was told by multiple people including a supervisor in multiple departments that basically there's nothing that we can do to help you. The only thing you can do is cancel your order. So I cancelled my order read more

How much more can they gouge customers??? Between tv and phone a $20.00 increase a month is insane.

I can't even believe I'm having to address what this company did to me. Im absolutely sickened by the 652$ spectrum stole from me and won't return.. for what they are deeming "damage " to a phone that is not true.. I have pics of device before it was mailed for a factory warranty replacement. Of course I was not informed that it could possibly run me that much money. I was told maybe 52$ for a restocking fee.. they proceeded to take the 652 out of my bank account, no warning. And the account didn't have it in there.. so naturally, they then also charged me the bounce fee... spoke to multiple supervisors . None of which give one ****.. this is how they treat loyal customers, new customers too.. We've had their service for decades! Just made the switch for cells.. phones sent don't work great at all. I cannot express how upset, disappointed and ROBBED and taken advantage of I feel.. WORST MISTAKE!!!! DONT SWITCH TO SPECTRUM MOBILE! Wish I didn't have to put even ONE star... absolutely discusted! Will absolutely be telling, screaming to everyone I know to beware!! read more

Less than one star. Nonexistent customer service, laggy ass internet, service was intermittently out in neighborhood, unable to rectify continued to bill for service they were no longer providing. If you feel like giving your money to a company that's not providing you with a service this is the place for you. read more

Spectrum is thee worst internet company. My service goes out all the time the online site is only good for paying your bill or upgrading a plan. Sketchy.. it's sad that because they are the only internet provider in the city they can basically bully us with prices. I have the lowest internet plan they offer and I still pay over 80 dollars a month. They should be arrested. And charged for being the scam artist that they are. If I could've given them zero stars I wouldve read more

Not even one star... if there was another provider in my building, I would drop this.. haha.. don't know why I'm saying that.. ever since I "upgraded" to a faster modem, my SmartTV has yet to connect... what a joke.. days and wasted hours on the phone with zero satisfaction.. and they will not send a technician... for which I have offered to pay. I was spoiled by my DirecTV service.. please oh please come to the city of Buffalo, NY! read more

Waiting here is worse than the dmv . Hire more people and get more chairs. The fact you make people stand is awful.

An absolute scam. I cannot wait until another provider shows up in the city so I can finally switch. First, you will never get close to their advertised speeds. I pay for 60/5 and the average speedtest result yields 4/1.5. Expect even worse results from their advertised "free"(monthly charge) modem/router. Second, you should expect your service to randomly drop on a near daily basis and have no control in it getting resolved. You can try to call customer service but that's not really necessary considering they don't actually do anything except tell you to restart the router, or offer to sell you a serviceman to come out to you the next day when the network decides to work again so he can walk around for an hour before charging you $50. Finally, expect more junk mail than you've ever received in your life, and constant nagging of you to upgrade your service to add a landline. This company is so obsessed with milking their old decrepit network but never put in any actual work to update it. Meanwhile, Verizon is laying fibre all around the suburbs so people can actually get fast reliable internet with the speeds advertised. Once their network is in the city I'm gone and will enjoy watching this company crash into obliteration. read more

I absolutely can't stand Time Warner, but I'm stuck with them because there's nothing else. First, movies on demand don't always work. I still get charged. Not to mention that we have to pay extra for channels that come with the standard package for free in Rochester. Those features that they boast about? The "look back" thingie that lets you watch shows from up to three days ago? It's only available for a few channels and a couple shows. The feature that lets you start a program from the beginning if you tune in part way through? I'd say it's only available about 30 percent of the time. From the way they advertise these things, you'd think they actually...worked. Not to mention that the hard drive space on the dvr is tiny. What really burns me is that as soon as Time Warner hooked up our house phone, we were deluged with collection calls for the people who previously had our number; literally up to 12-15 calls a day. Even the Buffalo Public Library was calling! Even though we tried to tell collectors that we weren't the people they wanted, they still relentlessly kept hitting redial. It's not Time Warner's fault that our number used to belong to total deadbeats, but they could make it right. We called and said that we were essentially being harassed for something out of our control, and asked to change the number. That was a-ok with Time Warner, but they told us it would be a $40 charge. Nuh-uh. Under reasonable circumstances, I'd understand. Even if it were just a few calls, I'd be more amenable to whatever. But this was crazy, and we'd only had the number for a few weeks. After a while, and talking to a supervisor, they agreed to waive the charges. Great. Nope. We just got our bill. Of course, we've been charged $40 for the number change. I have contempt for these people. read more

I've had Time Warner Cable provide service at 4 different addresses and every time their service has been TERRIBLE. If you were my friend, I would tell you to stay the f*** away from this company if you can.... but unfortunately they're the only provider at a lot of locations. This time I needed internet service at my apartment in downtown Buffalo. I called in to the company to sign up, went through the whole process, and after they charged my card they encountered an error and couldn't complete the order. I went in to the local TWC office and the rep did the entire process again, and charged my card a second time. It was a huge hassle to get the first charge back... the representatives on the phone seemed to have no idea how to work their system. Besides my bad experience signing up for service, Time Warner Cable is the kind of company that calls nonstop to ask how your last service appointment or phone call went... which never goes well. The only saving grace is that so far (1 hour in) I am receiving the speed that I am paying for. I would recommend that you only get the standard 15mbps package for internet because they can rarely provide higher speeds. Go with Verizon if you can, Fios is amazing and their customer service is awesome! read more

No stars for them. Nothing but a nightmare.......read reviews...its all accurate-and obviously hasnt changed. Thay have had me frustrated to tears-moving is hard enough without all the hours getting them to fix mistakes. And dont bother going down to chicago street, they will tell you to go home and call. And DONT give them your credit card numbers...Sucks...with Buffalo on the up rise we deserve better telecommunications. Will Comcast be better? also a p.s...Other countries offer free or discounted services to citiczens- especially those on disability. But here its for profit nonsense "serving" the public read more

Spectrum knows that they essentially have a monopoly on high speed in Buffalo and it shows in their customer service. "Don't like the way we do things? Tough sh*t! Where else ya' gonna go? Bahahaha!" Spent the morning getting service set up (after waiting two weeks for someone to figure out the technical difference between the upstairs apartment and our lower level apartment) and had the sales guy Brandon tell is that we could go pick up our equipment at any location, even if we wanted to drive "100 miles away". He said any store would have the 400 Mb router that we needed so that we could get back to work immediately. Guess what? Ame down here to Chicago St and had the not-so-friendly woman behind the counter inform me that NO store carries those. But...get this: I could drive all the way back down here tomorrow in the hopes that one would come in on the Wednesday delivery. Are you kidding? Now I'm on hold in the parking lot (twenty minutes and counting) trying to sort this garbage out. Someone please give these people some competition so that they might get their crap together and take customer service seriously. read more

This is not directed at any specific branch .... Called about 9 days ago to spectrum that cable wire bracket on house along with cable wire way too tight along with bracket ripping out of my aluminum siding causing damage to siding ... due to phone pole tilting outward , have slack in line just needs to be unwound Called Monday said would be out Tuesday , called Thursday said would take 5-10 more days ... told them it's ripping hole through my siding , NO WORRIES , phone person was congenial , through some call center in Tim buck too ... I guarantee if I wanted to be a new subscriber they would be there that day or the next ... Will see how this gets resolved , have phone internet , and tv through these birds , they recently rearranged channel programming and programs I used to watch were not in my package anymore have to upgrade into next $$$ package ... told me what they did was give me other channels to compensate and internet speed was increased ... What a joke no notice in internet speed or so little , not noticed , and other couple channels added were movies that they were still on reels , who wants to watch Ozzie and Harriet ... seen this 40 years ago ... What a rip , we need other cable competition. , their should be some control over what these birds can do , not free reign ..... read more

Was giving wrong info about pricing & For two months of Service was charged $215 for just mobile only took money off my card no authorizatio they customers reps have horrible customer service! WOULD NOT RECOMMEND!!! read more

Spectum deserves a 1/4th star... They are often short staffed on the average busy days (Saturday AM today) 3 of 7 windows open, Self pay is offline and 13 on the wait list. Its the norm for my visits to this location. I only come here when I have no need to be near Maple Rd. read more

I have been with TWC for 9 weeks. I will say I'm a little spoiled as I just moved here from VA where there are options for service and what a difference that makes. I had Verizon FIOS with 75/35 for $10 less than TWC's mediocre 25/5. The real problem for me is EMail. In the 9 weeks I've had TWC sercie, I've only used it the last 4 weeks regularly, and today is the 3rd time EMail is down hard. There have been multiple days that it has been sluggish and non responsive but if I was persistant, it would come up. I have other Email accounts, and they all work fine going over the same TWC pipe, so it is a legitimate comparison. When I called TWC, they suggested I switch to business class service, and quite frankly, didn't really have musch to say. Why would they... there are no other viable internet options! read more

The worst playing games with pricing and service. Spectrum appears to operate the same. look to Verizon if possible. I'm moving soon and will deal with Comcast. Not sure they are much better, looking to streaming and old fashion broadcast. read more

Expect less. I experienced more service interruptions of my internet, phone and cable. The service is not worth the price.

Customer Service Rep. hung up on me as I was complaining about a rate hike with no notice. Never sent a Dec.-Jan. bill. Rate went up over $22 because my service is no longer eligible for an introductory offer. Introductory? Been with them years! What kind of company does this? One that pretty much has a monopoly on service. Not much choice in the city. Will complain to the Attorney General. Get a petition together to give people more choices. Find a way to rid myself of this unfair and monopolistic stronghold on the struggling consumer. read more

Worst worst worst worst internet company, or even in general company, EVER!!!!!!!! Internet gets discontinued even every week... Suddenly the charges are increased in your bill without informing you.. And try to call them! Just a big waste of time.. and money. read more

This has to be the worst business Ive ever dealt with. Weve gone through 4 DVR boxes in 6 months of service!!!! The billing system sucks especially using on line MY SERVICES...crap!. Never have had the same bill twice. Always a different amount. DO NOT RECOMMEND! Wed switch to Directv but cant commit for 2 years. Never had any problems when we lived in Rochester read more

Simply awful! There is absolutely nothing positive I can say about TWC. We have had nonstop issues with everything from services (cable/internet), equipment, customer service, billing you name it. I would rather go without cable and internet then give this poor excuss of a company one more cent... read more

As always TWC drops the ball with the absolute worst customer service. My bill has been wrong for months and I have been paying it waiting for a credit and the right plan. They haven't changed it and now that my bill is past due they will not fix it until I pay it. Total stale mate. Absolutely the worst service ever! Wish there was another provider. read more

Over a month later, and my (free with the rent) cable is still not back on. Today it was an "offshore" employee named "Justin". yeah.

I hate that 5mbps up is the fastest option they give us. At least offer a 15/15 or 20/20. I'm not satisfied with their customer service or the fact that they just upped the cost of my bill by forcing me to pay for their shitty modem. I'll be getting my own modem/router setup as soon as I can afford to do so. Awful company. Would switch to FIOS in a heartbeat if this weren't the only option within the city. read more