For the most part Spectrum's customer service in-house and online are very good. Although the people in the store at the HH location are nice enough but seems annoyed all the time. We were there to change over a name and it took over an hour. It was a simple task. Many don't know if you have equipment to return you have the option to drop it off at any UPS store. That will keep the wait times even less if more knew that. We used to have big issues with our internet and Spectrum m. But ever single tech who has come out to our house has been so helpful and really concerned with the customer. The service has been fine since (knock on wood *taptap*). So we haven't needed anyone for a while now. But I'm happy with the service, speed, customer service and product itself. read more

I recently canceled my internet service with Spectrum after being a customer for years, and the experience confirmed it was the right decision. A few months ago I called Spectrum specifically to see if there was any way to lower my bill. The only option they offered was downgrading my service, which saved me about $20 a month. Not long after, the bill crept right back up to just over $100 again. After shopping around, I found a much better option with T-Mobile Home Internet -- $40 a month with a router and extender included, and the first two months free. When I called Spectrum to cancel, suddenly they had all kinds of "great deals" and promotions available that were never mentioned when I originally called asking for help lowering my bill. That's the frustrating part. If those options truly existed, they should have been offered when I first asked. I value honesty and transparency from the companies I do business with. If Spectrum truly cared about keeping long-time customers, those savings would have been offered upfront instead of only when I decided to leave. Either way, I'm glad there are finally other options available. Good riddance. read more

I have been a customer of Spectrum for years. Not because I especially wanted to be but because they pretty much had a monopoly. They have continually raised their prices since the customers had little choice for internet service. Now that there are options becoming available, I truly hope that Spectrum goes completely out of business. I know that they won't: there will be other smaller towns with no options so Spectrum can continue to treat the poorly serviced areas as monopolies do. High prices for whatever service they choose to provide just like they did when they were Charter. read more

If you can do any transactions online or through shipping, do yourself a favor and choose those options. Avoid going into the store in Harker Heights at all costs! The vibe is horrible! We went to the store to do a simple router equipment switch after making the arrangements through online chat. When it was our turn we gave the old equipment to the employee and explained that we were there to make a prearranged equipment switch. He brought out a paper form and started asking us questions about our phone provider. We told him that we were not interested in discussing a phone service switch and just wanted to trade in the equipment. He ignored us and continued asking us questions about our phone service. We told him 5 times that we did not want to discuss phone service and asked him to please just complete the equipment switch. At one point he said, "we are going to complete this form one way or another". I was in total disbelief that he was ignoring our polite requests and just kept pushing. Finally I looked him in the eye and said, "Sir, please with all due respect just give us the new equipment". It was so unpleasant and ridiculous! I will never go in that store again. The pressure to add service was borderline bullying. This store prioritizes commissions over customer service. Stay away! read more

Where do I start, with the inaccurate billing statements A TOTAL NIGHTMARE.. they keep sending me, or my account I had to remake TWICE due to their billing errors they COULDNT FIX. The only option was to remake me a WHOLE NEW account. The lines EVEN WITH A APPOINTMENT in store are terrible, the staff (roughly 80% of them) find reasons to disappear behind a door and come back 10 minutes later with nothing in their hand, do nothing, and dont even start typing on a computer..they JUST STAND THERE! At empty kiosks with eyerolls and look for anything to do except help the MASSIVE lines of customers. Ive asked MULTIPLE times if they have a phone plan bundle for almost 2 years now, and they said they have no phone option bundles, IN STORE AND ON THE PHONE! I WENT ON THEIR WEBSITE AND THE BUNDLES ARE ON THEIR HOMEPAGE. They couldnt even find that. They charged me $60 RECONNECT fee because I moved a block away. 2/13/26 I call tech support because I bought a Spectrum capable phone ( the last one on Amazon) and called them up asking what bundle do they have (again) for phone service, and they said this ENTIRE TIME I've had phone option for FREE enabled with my Spectrum account for OVER 1.5 YEARS! I have to pay my bill now I don t even give them my CC because their billing is so bad, I dont want to keep fighting with my bank over their horrible billing practices. So now I DREAD going to pay cash inside the store. The CASH machine in the store where you can pay cash USED to just ask your phone number and simple info to make a payment instead of standing in line for an hour, they changed it so now you need the ENTIRE account number (like a 12 digit account number) just to make a cash payment, and they havent fixed that in over 8 months.. Bright speed has comparable services just at slightly more per month, but not where I live, theyre installing fiber cable everywhere here in Killeen, just give it time and Spectrum will most likely be pushed out of the market due to all the above, and Im frankly looking forward to it. At the moment they have the most affordable internet is the ONLY reason I even deal with them. If I had ONE thing to say positive about this Company is that my internet is fairly reliable, that's IT! 1 Star would be that ONLY reason. read more

Their customer service is incredibly unprofessional. They make promises and don't follow through. They send you broken devices pretending they are new. This is not a good company. I would rate zero stars but that is not an option. read more

Spectrum cut my internet fiber when installing next door neighbors internet I use a different company for my internet the tech that cut the line was lying to me that the line was cut by someone else he didn't do it. How is that possible when I had internet for 9 months ahead no issues. I knew the spectrum tech cut my line as well cause he left a door hang on my door to get there internet service no other house on my block had a door hang except mine strange that he would just put it on my door. Be careful with spectrum they will stoop to do stuff like what happened to me. read more

DO NOT PURCHASE INTERNET FROM THIS COMPANY! It is truly the worst wifi company i've ever had. I've had their service for 2 years paying for over 1000gb speeds and it was not worth the money. we never received the speeds we were paying for on top of having nothing but intermittent connections no matter how many technicians came out to fix it or support helped reset the connection wirelessly and it was still intermittent read more

Spectrum sucks!! They've charged us for another month. I called them and because I canceled May 1st, but their billing cycle runs April 24 through May 23rd or something like it, they claim that what we paid on April 14 covered us only through April 23rd, and that the money that came out today covers from April 24 through May 23rd. And, they don't pro-rate it, so they are charging us the full month. This, on top of their rates increasing last year and when I asked for what could be done for a lower cost, they told me to lower my internet speed. That's what you get when a company has a monopoly in an area. Now that MetroNet and other fiber companies are moving in, we're moving away from Spectrum. When I called to cancel, they offered me a rate of $60/month instead of the $130.68/month we've been paying for internet only. I told them that they can shove it. They should have offered me the better rate when I asked for it. They only treat new customers nice and have awful retention because of poor customer service. That's what I experienced again today when I asked about being charged for another month even though we'd already canceled at the start of the month and returned the equipment also. I don't recommend them! read more

Last March I went and signed up for internet services with spectrum. While signing up I was told to receive internet services I have to take their promotional free zuxmo box(some form of smart tv adapter) i told them I don't own a tv and I do not need this equipment nor do I want it but was told it was required to be a part of my account I was called multiple times through out the year by customer service asking why that box had not been set up I told them I don't own a tv and don't need it never was I told that I didn't need to have this equipment. I am in the military and got orders to move overseas that box got packed and shipped because I was told it was free and didn't need to worry about it. Today I went to cancel my internet services while returning the router and modem and was informed I was going to be charged for the box I asked why and they said cause you received it and if I had a problem I could call customer service. After calling customer service and explaining how I was lied to and told that it would be free and so it got packed up they told me that my only option is to purchase it or return it however it is going to cost me just as much to ship it back than it would be to return it. They then told me that I never had to accept the equipment and I told them that the store representative told me I was required to take it. Now because I was lied to I am being charged with something I never used or wanted because the store lied and told me it was required to take. The worst part is spectrum is the only internet service provider on base so there's no telling how many times they have got away with this read more

I switched providers and cancelled my mobile service a month ago, which was an ordeal because some condescending woman wouldn't stop trying to "educate" me and just cancel my service. Seriously, the exit interview took 45 minutes just to get her off the phone. Then they charged me full price for the month for a couple days of service because they don't prorate. read more

Spectrum - Chat with the customer service rep where they tell me they don't prorate - Internet Service Providers Near Me - Harker Heights, Texas

Wow was this man GREAT..After a horrible ecperience with Brightspeed, and them tearing up my house and knocking out my internet and TV..I called Spectrum and in 2 hours we were back up and running, and this man could have been home with his family, if it wasnt for those asshols at Brightspeed. read more

Lacking customer service being a huge problem for me. After 8 months of several attempts to get help with lousy internet service and issues with poor functioning phone with no assistance, help, or answers, I give up. Obviously you only care about the money and not quality of service, or fixing the problem. I've switched to T mobile and am saving money now. Thank you read more

To the employee sitting closest to the door at the Harker Heights location.....I didn't catch your name so I have kindly dubbed you Shit Stain Susan. You have helped me make up my mind about NOT doing business with Spectrum. You sit there with an expression that states you hate your life and are too lazy to help customers. You sure do get creative with your excuses though. I hope that the company realizes this location is lazy and likes to turn business away because that means they have to actually do their job. They do have a sweet glorified door greeter that likes to moonlight as the assistant manager also. She doesn't do anything productive and only comes out of the back to greet people then hides again. Wake up Spectrum and make some changes before they run off all your customers. You lost 3 lines and 3 new phone purchases today.....yes I know your company will survive the loss but this location reaaaaaalllllyyyy needs to work on their people skills. If ya'll go into the Harker Heights location give a shout out to Shit Stain Susan and listen to her creative excuses not to work. read more

7 workers doing the work of 2. Spent more than an hour in line to exchange equipment and started at #3 in line. Would drive to Austin before returning to this establishment. read more

I waited in line for 3 hours and still didn't get seen because "Spectrum doesn't want to pay us overtime" and the store closed. 3 HOURS!!!! All I needed to do was pick up a modem for my WiFi service I just signed up for last week. I now will be canceling my service with them and didn't even get to set anything up. Don't get me started on how messed up putting an online order in is. It's the whole reason I had to come to the damn store and waist me time. The fact that you can make an appointment online is horse shit. I've had 5 people with "appointments" go ahead of me. This needs to be a first come, first serve basis. Want to do appointments? You need more than 2 people working that can't get overtime. read more

Spectrum - The waitlist - Internet Service Providers Near Me - Harker Heights, Texas

I was quoted wrong in line for stream tv. Tech hooked up and it didn't work on the plan I was quoted. He said I would have to call customer service and left. I cancelled my "misquoted" plan and took equipment back. Niw my tv doesn't work as before and I have to pay someone to fix it. I'm not rich. read more

I dropped off my equipment and disconnected my service on 4/7/2025. I asked how much I owed for April. I was told the service guy had already gone past that screen but I should be able to see if I checked the app. No other information was given. I get home and check the app. No change in the amount due. So I called and was told someone should have told me when I dropped off the equipment that SPECTRUM DOES NOT PRORATE IN TEXAS. I should have been given the opportunity to keep the equipment. Customer Service didn't care. I would have to pay $90.46 for service for April 5-May 5, 2025 for 400 Mbps Internet service. Most of which I could not use. read more

Return on equipment went great. Clerk was nice and friendly. Very professional.This went very quickly without any hiccups.

I really don't know why this place takes forever. When they were located in Killeen it didn't take so long to be seen at all. If they do appointments, they should have a designated area and person for that, especially when their purpose will take a very long time to complete. It doesn't make any sense for a simple five minute service to wait for 2 to 3 hours in line. read more

i've been here for 2 hours .. i'm the 4th person in line and i got here as the 10th... workers have left and came back with starbucks !! there's now a 30 person line , DONT GO in store it's such a waste of time !! we've been cut in line multiple times and workers are chit chatting about their dogs- WTF read more

Horrible behavior from each person there. When I finally talked to manager, the worst behavior yet! I'm shocked that he had any recourse since he wouldn't let me explain the situation and when he got frustrated, he wouldn't talk back to me. Silence for 5 minutes at a time, 3 times in a row, telling me to talk but he put me on mute every time I tried to talk, not coming on for several minutes after I was actually done talking. The issue was that our internet price suddenly went up from 82 dollars to 106 dollars a month and this was because they wouldn't come out to fix it. We exchanged the wires and routers several times until FINALLY someone came out and fixed it. When I called in the first few weeks they said they would keep the original price but of course their word was BS. This manager's name was Eric and I had to ask him over 10 times just to find out his name. I asked for him to listen to the recordings but he tells me that nobody keeps recordings; so make sure you record everything for yourself. He was so extremely rude and not even sure this was his real name. I will be looking into it since he definitely should not be a manager EVER! read more

I just tried to call and disconnect my account and I was told after having about 3 years or more of service that they could not find my account. I asked for supervisor, and was denied. it's crazy how easy it was to get service but when you decide to leave it's a hustle. Thats bad business practice. read more

Expericenced 2 incidents of early change or cut off before billing cycle ends. First was change to smaller package called in on the last day of cycle but request date written in as 2 days after so got charged full amount next moth even though smaller package was changed immediately. Elevated the complaint to highter level but all he kept saying was "sorry" Second was a request to cancel sevice placed on Apr 15th but specified not to shut off service until the end of the paid cycle which was 2 weeks. The assured me it would not be a problem. Rep accidently put end date of Apr 7 instead of May so service was cut off immediately. When I tried to get it reinstated, I was told the account has been deleted out of the system and they could not restart service. They won't take accountablilty. read more

The employees here talk way to much about nonsense not pertaining to products etc. They really should focus on expediting customers in and out to have a steady flow. I would also recommend that 1or 2 employees be dedicated to just walk ins or appointments. I scheduled an appointment and still waited about an hr. Also they only two employees on a Sunday to handle over 20 customers. OUTSTANDING GUYS!!!! Spectrum corporation really needs to look into their policy. Comcast/ Xfinity should start service in Killeen Texas. read more

This spectrum store is the worst. The wait be served takes hours. They are understaffed and very inefficient. Spectrum needs to fully staff their stores, with qualified personnel. I would go with AT&T or another Internet provider. They have six kiosk/registers, but only two people working in the store. Terrible customer service. read more

I was informed today that if you want to bring your own device like is advertised everywhere is a LIE. You can only bring certain devices. No Motorola device will work, only certain I phones, certain Samsung wont work. So as far as I am concerned the ad to BRING YOUR OWN PHONE is a BIG LIE. The first one I tried to up grade to Spectrum charges $200.00 more than you can buy it on the open market. The second one they don't sell but wont work with Spectrum. I like the mobile service but their ads LIE. I was talking to customer service in the local store and on the phone for over an hour to find this out. So if you are thing about bringing your device to Spectrum check before you but a new one. read more

Being in the Military I did business with to a lot of different Spectrums staff all across the Country and even over Seas. This one is easily the worst. I been living in a house for 6 months and never had issue with my internet till one night it goes out cuz apparently they changed my billing address but not my service address ( makes no sense y that is even a issue, y didn't they change both if I changed one blows my mind) So my internet went out so call 24 hr hotline and got my new equipment ordered to be shipped to me but at the end of the call the dudes told me it can take 5 BUSINESS days to get to me mind u it's Thursday. So I asked can I just do a in-store pick up then since it will be faster he said to easy. I thought he deleted the order and next day went in to swap out my equipment and the in-store people said my account on hold due to owed equipment cuz dude on the phone didn't cancel that equipment that was being delivered to me after all. So now my account on hold. Had to call them back to get it canceled the lady said it was so I had her on speaker while in the store and she told me to tell him to look at a confirmation email I got and as I went to show him he denied to look at it cuz he "didn't have time for that" so they went back and forth while I'm standing their like a jack ass. I walkout and she was able to cancel out everyone and let me just start over with the in store instead. Did that and got my modem but they ran out of my 1Gig router so they had to get it delivered to me and said it will get to me either Friday or Saturday. Still haven't not received it so called it in and their telling me my accounts on hold due to a owed balance. I have no owed balance and all my equipment was given back so idk what their doin but spectrum is just not doin a good job at any of this customer care. read more

Got here and waited as #1 in line for a long time due to people with an appointment showing up and cutting ahead, employees seemed to enjoy small talk and wasting time over actually making an effort to get through customers. Waited way longer than was needed. read more

This store is the worst ever. You wait hours (2 or more) . It's 1221pm on Monday 14, 2022. There was 3 employees working now there is 1. The other 6 or 7 left the floor to go on break. There is 45 people in line, and their is only 27 people in the store. This store needs to be really revamped and looked into. This is glow spectrum who doesn't care will lose customers everyday. This is my last week then as well, I am done with crap and the attitude of the customer services reps. Spectrum needs to fix this problem a.s.a.p. We as customers have no choice and are forced to goto this store. read more

Spectrum - The position where I'm in line - Internet Service Providers Near Me - Harker Heights, Texas

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This store is the worst. You are waiting over an hour for simple things like returning equipment. The employees are barely helping customers. There are two employees and for some reason two must help one customer. Nothing but crappy service and a long line. You see no urgency in assisting or concern. If I can give no stars I would. Do Better. Side note because I finally finished at the "establishment" (shouldn't even be called that by the way the were running things) but it took damn near 5hrs to return equipment and I was able to finish my transaction all under 5mins. This is pathetic and highly disappointing. read more

Spectrum - Customers who have been waiting for hours to get help. This is ridiculous even customers with appointments. - Internet Service Providers Near Me - Harker Heights, Texas

So I'm having issues with my WiFi service. I moved to a new place and I did everything in the app to transfer services. I tried to pay my WiFi bill today through the app only to be told that I have no active service... I will be turning my WiFi services off and I got another surprise too, a hidden balance of $135.71 for unreturned equipment. The modem I have is that same and only one that I've ever gotten from Spectrum. read more

They usually make you to wait over 2 hours. Terrible service speed. Unbelievable. Every time I visit here. This place is like California DMV. Let me define here to Harker heights DMV read more

Seriously Spectrum??!! Could you at least ATTEMPT to hire competent human beings? You facilitate an environment of Spectrum employees AGAINST customers... Today I went to this location to return my equipment after canceling my service. This should have been a completely painless experience. Instead, I was met by "Pam" who called me the devil, ignored my requests for a manager, threw my equipment around (dropping it THREE times), asked me for the same information roughly 10 times... which she had already pulled up in font of her, complained about EVERYTHING, and managed to find an unforeseen hardship in every, single step of the transaction. The moment I walked up to her counter after my name was called, she spent 5 minutes talking about how there was confusion with the name... I'm not sure why you encourage total stupidity from your employees, but it's time to try a new strategy. Your product is TERRIBLE, it's slow and overpriced. The least you could do is hire people who don't hate their lives. read more

Spectrum needs to hire some more employees there, I went there and they only had two people working and they service a huge area. The woman I saw said expect a few hour wait every time. The people working are friendly but they are very short staffed. (That's the reason I gave 3 stars) they actually closed while I was waiting for my modem for my internet and they locked the doors so they didn't add people but kept working until everyone in the store before closing hours were taken care of. read more

Spectrum - Internet Service Providers Near Me - Harker Heights, Texas

Absolutely the slowest and most unorganized customer service I have ever experienced. You'll be number three in line and 40 minutes later your number 6. They great people that come in and help some immediately while ignoring those who have been there forever. Do everything online. This place sucks!!!! read more

Figured it'd be quick to drop my old equipment off but nope. Got there around 3:45pm and I was #11 in line on the screen and there was only about 5 other people in there? So waiting about an hour and was #7 in line, So I left and around 6pm I ended up getting a message saying it was my turn in line. Shits wild read more

Don't bother going into the store. Complete waste of time. They can't do anything for you. 3 other customers and myself were just told to call customer service. All they are is a sales point...but they have hardly anything in stock. How is this a functioning business? read more

Parking and location are horrible for the amount of traffic they have coming in and out of the location. To slow down the simple act of selling cable and internet with adding phone sales and plans is asinine. An hour and 22 min wait just to get equipment.... read more

Spectrum - Internet Service Providers Near Me - Harker Heights, Texas

Don't bother wasting your time coming to the store. You'll just be told to call customer service or take a box to UPS Best advertisement for UPS business read more