Spectrum Store = Spirit Airlines experience. The problem isn't frontline staff or supervisors. Frontline staff consistently provide polite, professional customer service to the best of their ability. They are constrained by lousy processes dictated by poor upper management decisions enabled by an ivory tower management structure. I assume it won't matter to leave a review, but I feel that feedback is a gift, so here it goes. My experience was a 1 hour wait to simply drop off an old router after paying for an Internet service upgrade. Before you assume I'm a dummy for not using mail or booking an appointment, hear me out. PROBLEM: I had the router boxed up in my car and was near the store, so thought it could be a quick stop. It was not quick because Spectrum does not triage and prioritize. SOLUTION: If Spectrum provided a drop box or priority equipment return desk, it would be quick and easy. PROBLEM: Instead, I logged in at the tablet and showed up as 4th in line. A manager was touching base with everyone on the floor about being short staffed. They were super professional, but they had zero power to help because upper management doesn't empower them to log into a terminal. SOLUTION 1: Allow managers to log into a terminal to clear the queue of simple transactions like equipment returns. SOLUTION 2: increase pay and benefits for store staff to attract more staff to avoid shortages. Why did I wait an hour in store instead of leaving and using a UPS store across town? Because the queue display showed just a few folks ahead of me. I reasoned that a 15 minute drive to wait in another line at UPS wasn't worth it, so I waited. PROBLEM: The problem was that folks who had already made an appointment didn't show up on the display, so I had no way to estimate the actual time to wait. When I was next up, 30 minutes into waiting, I got preempted by another unannounced appointment which turned out to be a new mobile phone customer, which took 30 minutes to complete. I had no way to know that until I was 45 minutes into waiting. SOLUTION: include appointments in the waiting queue and add estimated wait time to the display and/or text alerts. There you go, Spectrum upper management. Problems and solutions provided by a customer who recently paid to upgrade service and now feels so disrespected that if there was another decent option, I would switch in a heartbeat. Unfortunately, we exist in what is effectively a monopoly market for wired Internet service. The only thing that will really fix this terrible service is regulation because ISP's that operate as de facto monopolies have zero motivation to change. read more

Literally seems like they know that they are the only option in our small town - haha - they've been out 4 times this month to fix the internet not working and it goes out again and again but never offer a discount it's kinda amazing honestly. read more

Terrible service no real explanation of what is going on slow response time expensive customer service just looks at a screen doesn't know what is going on. Just empty apologies no offers of credit for lost service. read more

Internet is slow and there's no other options where I live. It's expensive and ineffective. I've done every suggestion to make it work properly and it still lags terribly. if it was 20$ i'd expect issues but it's over 100$ a month. read more

I decided to go with spectrum. Unfortunately the installer disconnected my UV water system when he plugged in the modem, etc. leaving it disconnected. I did not realize he had done this until hours later. This caused contaminated well water to enter my water system....the well is profoundly contaminated and MUST pass through the filter. I will now have to spend hundreds of dollars to decontaminate my entire water system. What can I say? AWFUL experience! I hope I don't get too sick from this experience, but I might. read more

Internet is slow and frustration is high with this company. Would not recommend. You might have better luck with dial-up

10 times our internet has gone down in the last week. All they tell you is they have an outage, not why. This has happened 10 in a week. Down for hours. The service has continuously gotten worse. I would not recommend Spectrum. read more

Worst customer service EVER! Service not available when promised. You can't get through on the phone so you drive to the Soectrum store. Then the agent in the store say you need to call the customer service line as they can't help. Really?? Wow! But wait, it just gets worse. Forty minutes on the phone later they say you have internet set up and it just needs to "cycle through" for ten minutes. Yea right. Never worked. And BTW if you order a package deal you have to call a separate customer service line for each type of service. Unbelievable! So tomorrow it's back on the phone for another frustrating day of dealing with the worst company in the world. Soectrum should be ashamed of the complete failure that they call "customer service ". Due to where we live we don't have another option for internet. If we did we would never, and I meanNEVER, use Soectrum. read more

This was my first time setting up wifi services, and though spectrum itself was difficult, Eric at the Missoula storefront was incredibly helpful. He was lively, honest, and informative. When I went back with more questions, I waited specifically for him and would do it again. Thanks so much Eric! read more

I am paying ($85 per month) for 400 mps but I am receiving a fraction of that. It is so bad that it does not allow reliable internet use in the house and tests as 83 mps or less on Ookla, but I continue to be billed as if I was getting 400 mps. I have contacted customer service three times. The first time the agent concluded I had "slow" speed (and disconnected my tv antenna as part of the bargain). The third person said my service was fine and the fault was something blocking the signal to my computer in my office. The system worked fine for two years and then I started having the signal problem. I concluded the problem was my router so I bought another router and the problem continued. I would like to have my system work, of course, but if slow speed all I can expect from Spectrum, they should reduce my billing (retroactively) in proportion to the reduction (more than four times the amount charged). I was pitched for other services today by Spectrum and mentioned my problems and they said that would send someone for repairs today, 9/12/25 sometime between 4 and 5 in the afternoon. The repairman did not show. Don't use Spectrum; anything else would be better. read more

I have to ask. What kind of communications company has communications systems within their own building that don't work? I went on line, as Spectrum recommended, to make an appointment to avoid having to wait in line which is protocol for their walk in trade. I made the reservation for 10 a.m. (as they opened) and showed up ten minutes early. There were some other walk in customers already there. When the doors opened we all entered and those before me, none of whom had reservations, stepped up in line go ahead of me. I asked one of the service representatives, "Who is responsible for the reservation folks?" Being there were only 2 service reps there they both shrugged. I went to their "check in for positioning" computer, ready to sign in. The computer doesn't work. I was patient and waited in turn for my turn at the counter. My first question was simple. "What happened to my reservation?" The answer was, "Oh we have no way of seeing who reserved times. We just take them as they come" She pointed to their reservation screen and it was blank. No one on it. Again I have to ask, What kind of communications company has communications systems within their own building that don't work? No check in and a worthless reservation system that they urge you to use. Strikes one and two. I looked at the phones, saw the ads on the walls and decided on the one I chose to purchase. It was advertised in several spots on their walls and was I ready for a new phone. They had none in stock. So she told me I would get it in a couple days. She went on line to order it but they were also out of stock. When would they get more, no one seemed to know. This is pathetic. I would like to say that the woman that was my service rep was incredibly embarrassed, extremely pleasant and was left without the tools to appropriately do her job. A communication company should at least have the ability to communicate. They apparently don't. I am now considering changing companies yet again, looking for a company that can do the job of communication and providng communication services. I left Verizon because they were outrageously over charging me and Spectrum promised me a substantially better deal. Verizon has since lowered their rate and I am considering returning to them. Spectrum fails miserably! read more

Horrible service. Switch to TDS fiber if you're in Missoula. Cheaper and better service.

Spectrum sucks. The "sales agent" promised "easy plug-n-play". It was FAR from that. The service required numerous calls and Verizon contact. There was also an item added to our account, a "land-line", that was not requested. PLUS, the "Spectrum Package" which included mobile, cable, and internet did NOT include a DVR! SURPRISE!!! Finding a Customer Service phone number required digging through multiple pages of useless instructions. I knew I needed a "person" but could not find one easily. It was taken three days and too many "customer service representatives" and supervisors to count. If your time is important, find another provider. I have been on hold today for almost an hour and have yet to speak to someone though my call has been "answered" several times! If you have a choice, don't choose Spectrum. read more

If I could give negative three stars, I would. Never, ever subscribe to Spectrum. That is, unless you like paying three times as much for tv and internet as you should. $230 per month for basic tv and internet! Are you kidding me? Pure greed. The execs at Spectrum should be ashamed of themselves. Bye bye Scamtrum. read more

We phoned these fools at the first of the month to cancel our service effective the end of that same month, and were told that our billing cycle began on the 28th of the month, so they implied that in addition to that month, we had to pay for the whole NEXT month too! Criminals, period, paragraph! By definition, these thieves are "organized crime" that our government allows to exist among us and abuse us. Do NOT let them enroll you in AutoPay, or they will steal your money for MONTHS! read more

Bad coordination between customer service and dispatcher for repairs since storm took out main line no timeline when service gets restored repaired 9 days no service only 7 dollar credit for no service no crew finish work just did part then left no one back for 5 days as understand wind storm lots of damage but they were not prepared for any weather event read more

Yesterday was the best experience I've had at a cell phone service. Kate, you're a Rock Star, and i wanted to express it . Thanks for the company while phones were being switched over. read more

Gotta say, its a good thing internet service is limited here. If you need service it can take days for it to be restored. Be late with a payment and their bots call you and your spouse 2-4 times a day each. And today, this was even six hours after a payment was made. Thank you Spectrum for being on your toes...dont know how I could be a responsible adult without your help. read more

Sat and Waited for 2 hours. 3 different employees walked in and out while 9 others customers waited. glad I drop them

Started service at $50 and I'm now paying $86 for just internet. Shop around if you have options. I can't wait to ditch spectrum.

Terrible service. Can't keep a steady signal, it's not like you are satellite or something. Customer Service... 2 out of 10. Providing the service we pay for 1 out of 10 read more

Beware of the fine print. I left Missoula to move to Eugene. I duly canceled my service well ahead of time and returned the equipment. Service canceled on June 24. Apparently that is the start date of my billing cycle. So even though I will not be using service from June 24 - July 23, I have to pay for that service. When I spoke with David in customer service, he did not even check with his supervisor to see whether the service could be waived. Hopefully this review will dissuade at least one person from using Spectrum. Oh, and be aware, the bill just goes up and up and up the longer you use them, and the wifi was very spotty to begin with. read more

Dude, this place sucks. Switched from Verizon for the price. Huge mistake. What you'll make up for in savings you'll gain in headache and disappointment. Spectrum mobile is the Spirit Airlines of mobile services. Definitely the worst customer service I've ever encountered. Don't go with their mobile service unless you dig a pocket full of regret... read more

Staff were clueless. Not enough employees to help the line of people. Employees made too many mistakes that to forever to correct

I have been a customer for 3 years and Spectrum has the most incompetent customer support I have ever experienced. I have nothing but problems getting my spectrum phone to work and the internet is so inconsistent I miss good portions of tv shows being watched. I spend over 80.00 a month to this worthless entity. I will be cancelling my service. read more

Their prices continue to go up while the service continues to go down. If Netflix is working then HBO isn't. Internet connection is inconsistent and frustrating. They no longer except cash payments. Wish Missoula had more internet competition. read more

Constant internet crashes, poor customer service and Neverending calls to try and get me to bundle. I guess they think I have free time to talk about bundles at almost midnight. If you are a day late on your bill, expect to be called a minimum of five to six times a day, at all hours. They called to remind me of my bill at 3:00 am. If there was another option where I live, I would take it immediately. read more

I always have issues with Spectrum. I recently moved to Missoula. I signed up for spectrum because I didn't think the TMobile I had in Kalispell was available at the moment in Missoula. After talking with a few TMobile reps, they made an exception for me. So I called 2 days later and cancelled spectrum. They still sent the equipment. Then 2 weeks later I received a bill. So the initial customer service lady I talked with never cancelled the service. Then I had a fake note on my account saying I called and negotiated a discount when I never did. I really feel like they jack me around because I am critical of their service. On a previous ocassion when I had spectrum, I called to cancel and the customer service lady tried to give me a guilt trip like I was personally offending her by cancelling. And I hate the fact that they make it so hard to cancel. You always have to call to talk to someone, at which point they try to talk you out of leaving. It is never easy. And their pricing structure sucks. Trying to pull you in with a deal for a year only to jack up the price thereafter. They need to take notes on TMobile and other reputable providers, or they are going to lose all their business to them. read more

Constantly going down, terrible download speeds, worst internet in Missoula. Can't wait to switch providers.

I've never met anyone in Missoula that has said anything remotely good about Spectrum...In fact, everyone I've ever talked to them about them here always says that they are (and I quote) "pirates"! Every telecommunications company that I have ever done business with since I got my first place (in the vicinity of Everett, Washington) when I was 19 years old (I'll be 50 in June) has robbed me, lied to me, or sold me equipment that is absolute junk! I was out of options. I actually seriously considered giving up on phone service entirely, and tried it for a short time, but simply couldn't do it. So I decided to go to their local store on Reserve. I had frequently received promotional materials in the mail, and because of the warnings I consistently have heard from others, read all of the fine print (clearly no one I had spoken to had bothered to do so). My impression was that they were not misleading. When I went to their local store, I felt confident initially, but the service rep told me that she didn't know the exact cost of the services that I was interested in would be, and would have to check (on her own smartphone) what current promotions were being offered, because of how frequently they change (all of the other employees that I've had contact with seem to say the same thing). But then, she took her phone into a back room. My gut told me that she was not going to call anybody, but just hide back there for a few minutes. When I was done, paid, was given my equipment, set it up, and got my first invoice in the mail, nothing she said matched the information on the statement. Fortunately, the facts were actually a lot better. I expressed my concerns with a phone rep, and they seemed to sincerely empathize with my response. I found this even more encouraging. When paying for my service over the phone, it was fast and courteous to a fault! I then decided to upgrade my equipment with a backup power supply from Spectrum. I didn't really want to deal with a local rep again, so I elected to order it by phone to have it shipped. I was pleasantly surprised that they would bill me for it on my next statement, that the shipping was very affordable and the return shipping for the standard equipment that I was replacing WAS FREE! But, 2 different reps tried to place the order couldn't get it to go through, so they scheduled to have a technician to come to my have the following afternoon (much faster)! But the best part is that they waved the $49.99 fee "because we don't make our customers pay for our mistakes"! So the technician arrived promptly, but immediately discovered that my signal quality was "junk", and quickly found that the cable outside my home was extremely deteriorated. He very efficiently replaced all the problem components, set up the equipment, verified that it was working as it should, and left. But shortly afterwards, he returned to tell me that he hadn't actually left, because it is procedure to remain at the site and verify that the equipment is operating properly with triple redundancy. He thought there might be a problem, so he came back and checked the equipment in my home before he left the site, which he verified was functioning very well. I told him before he left that I would write a review on Yelp about everything. I am at a complete loss for Spectrum's consistently awful public relations problems! read more