Why do all the employees go on break at one time leaving one guy on the floor helping all the customers?

Been there about an hour ago to exchange my defective cable box. Didn't get her name but the young lady assisting me was courteous and knowledgeable. Awesome... read more

I had a appt for a technician to come out at 11... it's 1:30 and I'm still waiting. Terrible service....they are lucky to get one star !!!!

Came to pick up my equipment. Ready to move into my new place, to set up and notice the employee forgot to give me a power cable to connect to the USED and SCRATCHED UP modem she gave me. Waste of my time having to go back for a power cable. Super disappointed. read more

Wait times at this location are honestly insane. I was just trying to turn in equipment and cancel my service but that took over 2 hours.

I was happy when this location opened because it was close to my house however in the past months I gone back 3xs and the customer service in this store is horrible. We went back each time to exchange our cable boxes. When you name comes up they all don't seem happy to be there or helpful at all. The first time we went was in December and for a male who didn't even say much. He asked what we needed we told him the call center sent us down to exchange the box. While waiting for him to exchange the box, I heard the lady next to us exchanging her box and having the exact same problem. The rep came back with our box and didn't say thank you or anything. Several weeks later we had problems with our box and again the call center on the phone sent us to exchange our and again same kind of mono tone unfriendly .."I'm just here to get paid and nothing more" kind of service. I asked her are all the boxes you give our refurbished. She said "I don't know". She didn't try to find out and just continued to grab us another refurbished box. We took the box home, plugged it in and didn't power up. I again called spectrum explain to them we just came from the store and the box we got didn't work l. We explained to the person on the phone how horrible the service was at the store. She said we could either have one mailed to us or.go back to the store and ask for a manage. She said that because it was a Sunday there would no guarantee there was a manager in duty. We went back down to the store again. This time the store was packed. There was 6 people in front of us, 2 employees and half the people in front of us was exchanging boxes. When our turn cane up we asked to speak to a manager. The girl asked us why and expanded there was none there today. Again no apologies, she jUst grabbed another box and switch it out. I told her no, plug it in to make sure it worked. She looked at me as if she was annoyed. During that time another man came in with his box and the told the rep that was helping him that he's had so much problems with his box that he was ready to fly it out his window...I didn't nor hear I empathic response out of her. With that being said we will be switching our service back to another carrier. read more

After I canceled my service and returned the devices, they did not inform me of a final payment. They also don't tell you they cancel your auto pay when you end service. They also don't call you unless you're a current service holder. Did not get notified until over a year later when spectrum sent a bill for about 8x the amount to a collection agency. Good thing is they're not a monopoly any longer and you can get Hawaiian Tel. Their service was so poor before these issues that it was a better option to leave spectrum even though it would make my Time Warmer home security useless. Had to get a whole new system but it was worth it. FYI Spectrum has a F with the Better a business Bureau. read more

This spectrum company is a joke. It is just like tumua tuinei video. You all should watch it. There service is ridiculously pathetic. I would give them 0 stars but had to give one star minimum. read more

Staff was rude and unfriendly to my wife. The two clerks were each helping a customer and she was the only other person in the store. She was there to make a payment for our monthly bill. The male clerk insisted she sign in. There was three tables on both sides with tablets so she didn't know which direction to go. Both clerks were telling her which direction to go, which confused her. She went near the front door and did locate the sign-in tablet/computer. Their sign-in computer was not working. She kept hitting the button to go to the next screen and it would not change screens. The female clerk said to hit it lightly--my wife tried that and it still wouldn't switch to the next screen. Finally it went to the next screen where she was to sign her name. She tried to type in her name but the screen was frozen. She kept telling them it wasn't working. Finally the female clerk came over and filled in my name. By this time, she was getting upset and some of the other customers started laughing at her. She started to cry. The customers literally ran out of the store once they saw how upset she was getting. The two clerks there were very cold. No apologies for their sign-in computer not working. They could care less. As a result, she called Spectrum and downgraded our service. She wanted to stop all services with Spectrum completely, but there aren't any cable TV services available. The other two TV services available are satellite TV, which we can't afford. The support people on the phone for Spectrum are very nice, but the two clerks in the Pearl City Store are cold and unfriendly. They don't give a sh*t about customers at all. Terrible service, terrible people. read more

First of all, I don't know what kind of people you hire for your customer service but I had the worst experience with ONE person. If only she gave me her name when our call connected, her name would most definitely be in this review. I was kind towards the situation at first because I wanted a better understanding of it, but I was being talked to like I was stupid and didn't know a single thing just because she could see what happened on her screen. ANYWAYS, I was charged TWICE for the month of January (keep in mind, I'm still a new customer and I have no clue how this whole billing works) I made a payment on January 6 manually, then I was charged AGAIN on the 8 because I was enrolled in "auto pay". It didn't make sense to me because I did the same last month, but I wasn't charged again. I thought if the balance was $0.00, then I wouldn't be charged on the day i have my auto pay set up to. I didn't understand the entire process. So, I insisted a refund for the second payment and she gave me attitude about their no refund policy and told me that she can only credit the extra payment towards my next billing cycle. I insisted to speak to a manager and she put me on hold for 20 fucking minutes, 20 MINUTES GUYS!! All in all, spectrum seriously needs to train their customer service employees better.. because next time it happens, Oh boy.. I WILL NOT HESITATE TO CREATE A BIGGER PROBLEM THAN IT ALREADY IS. read more

I've heard how busy it gets at this location and was advised to go right before the store closes. I followed that advice and when I went in, it wasn't busy at all. There were 2 Reps assisting customers and there was no one else waiting. I stood off to the side and waited until a Rep was available. I only waited a few minutes until a 3rd Rep came out and promptly called me forward to asist me. Apparently, when he pulled my account my quote had expired and was no longer available. My Rep Kaisa, immediately helped me by setting me up again with another order. He was very helpful and gave me great tips on how to set up the equipment myself. He also helped lower the cost of my plan by deleting unnecessary stuff that I didn't need. I was in and out of the store within 10 minutes. Shout out to Kaisa for his promptness and great customer service. read more

beware spectrum does false advertisement they sucker everyone in with their low bundle deals and then after a year they raise the price by over $100 extra on your bill thats over $1200 a year extra from what you used to pay when you get suckered into signing up and they also say that you can call their customer service to take advantage of the new promotion deals and when you call they tell you un the very very fine print it says its only for new customers. not for preexisting customers oh but u have a $9.50 discount lol crazy never had i paid this ridiculous price with hawaiian tel and they always offered and let tou take advantage of new offers gonna see if hawaiian tel is now offering higher gigs in our area and definitely switch they were the best.... everyone switch over to hawaiian tel bc spectrum is a total rip off.. seriously not happy with their service read more

We've been with Spectrum since they were called Oceanic. We want to switch to Dish or HwnTelcom but since we love UH sports and want to watch the games live, we r stuck. Spectrum sports broadcasts r so junk compared to when UH sports was shown on K5. Yes, showing my age. K5 would show every UH sporting event. Now, it makes so sense which games r shown and which games aren't. Today there's a baseball game - and no other UH sports game going on - yet the game is not being televised. I remember when K5 would televise a baseball game in the afternoon and then televise a volleyball game in the evening. Now it's one or the other - or neither. So lame. Also, Spectrum On Demand is a joke. They make it seem like u can watch anything anytime, but that's so not true. There r only a specific episodes available and only for a certain time. Lame. So prices keep going up, yet service gets less and less. read more

So the employees are helpful and patient. The store is clean. My feedback is that you might consider adding a fourth person to the Saturday staff. This person's role should be to help welcome people to the store AND teach them how to sign in, or sign them in, and teach them how to watch the leader board. I was there for 30 minutes to exchange equipment. Two people were almost frantic because they weren't being helped because they didn't sign in. Insisting that people use a system they are unfamiliar with is not effective. There aren't obvious instructions on how to sign in but I figured it out. But people who don't use technology frequently are unaware of and unable to follow your system. They are already there for help and were frustrated. Not getting help adds another thick layer. Yes, your employees know your system, but check in is for the costumers. They need to know how to check in for help. Please help your costumers. Thank you. read more

All I had to do was drop off their modem that I replaced with Netgear and Eevo (awesome combination for our home. No dead zones). I was 9th in line, on a weekend, and theres only 3 people working. Unbelievable the wait!! read more

I went into the pearl highlands spectrum store. I waited for a half an hour, just to be told "there are NO promos linked to your account." How you going to link promos to individuals and NOT whole state! I feel the gentleman who helped me was lazy and rude! Absolutely NO customer service or appreciation given. read more

If a negative rating is available, that'll will be it. The login screen doesn't work and no staff seemed to be care. I told the lady I just wanted to return the equipment and she asked asked me to register with the broken machine. It's waste of time to go there. Highly do not recommend to anyone looking for helpful services at Spectrum. Go with other choice if you have, if no, too bad, go try other location read more

The most terrible service ever! Spectrum sucks! Lack of communication problems, and they be trying to get you. Cut my service back in March, talked to an associate over the phone and was guaranteed that service would be cut on a certain date. None of that happened and know we are stuck with an extra months bill!!! So ridiculous!!!! Make sure when you want to cut your service, just cut it right then and there, don't let them talk you into waiting. GO TO HAWAIIAN TELCOM all the way. read more

Came here just today (01/22/23) because my boyfriend needed to ask for some help with the TV set up that he got from them the other day. So my bf set up the router and etc. but he was having trouble accessing it for some reason. So long story short we just stopped by at spectrum to ask what my bf could do to fix it. The specialist name CLYDE, said " did you have an acc set up ? " my bf says, " yes, i do." then CLYDE said, " no, so that's a different acc that you have to sign up for." Then my bf says, " yea i do have an acc. " Then CLYDE says, " That's not the question i was asking." Like did he need to say it that way? RUDE!!!! But at this point my bf was getting confused because they way CLYDE was projecting the questions was like 'bruh idc anymore' type of attitude. Then CLYDE proceeds to ask " did you even bother to call? you probably just don't wanna call huh," then laughs. At that point I walked out n left my bf while i try to compose myself, cs what in the world was that? He seems pressed for what. So Mr. CLYDE, please do better. (: Maybe you were having a bad day or whatnot, but don't project to others. thank you. read more

I got a hold of the executive offices, through an email that was listed for a former VP of customer service. There are mergers and takeovers going on so things are probably not streamlining right now. I received an email from the executive assistant who asked me for more information and said she would definitely get the problem resolved. Yesterday a Spectrum Truck was out front checking the pole, today I was given a call and was able to sign up for service. It always amazes me when people at the top take time to correct problems and get things done, I retired from a large company, at the top they get paid the same wether they take care off minor details or not, excellence is in the attention to the details because it's just the right way to do business. I feel good signing up as a customer, when I know the people at the top care enough to make a difference for their customers, when it trickles down you have a winning formula! read more

Why is my Spectrum WiFi 100 times faster under 5G than 2G? Because the Spectrum technician doesn't know his job. I asked him to replace my router and he said it was the router causing single digit internet speed. I bought my own router and now both 2G and 5G speeds are in the 180 mbps range, where they should be. Maybe it is a concerted effort to keep speeds slow for job security or company ordered, but this guy wasted his and my time pretending to check out everything possible. The speed to the modem was pushing 300mbps, but this guy said my router was placed too low to achieve those kind of speeds. Height has done to do with speed, but it doesn't degrade that much. I'm thinking of going to HawnTel for their newest offer which is quite attractive. read more

Me and my husband have had spectrum for a few months and it's been a terrible experience. The wifi has issues almost every day and when we ask for help all we get is "it looks fine to us" as we have no connection at all. I do not recommend spectrum, it'd be different if they made an effort to help but no effort has been given. read more

Slowest internet I ever had and worst routers. Also gives defective equipment that turns off and ok by itself

Went in with my dad to change from HawaiianTel to Spectrum and was helped by Braxton. Great customer service and had no problem explaining things to my dad and I since we didn't know whether switching was going to be the best decision or whether it was going to be a hard process or not. He was really reassuring that everything will be taken care of and things were getting done quickly and efficiently. Had to wait a bit for our turn but there were open seats available so it wasn't so bad. read more

Update to the review I did previously. I was going to switch my phone service from Hawaiian Telcom to Spectrum. They gave me a date of 9/29 to port over the number. That date passed and I had to call them to find out the port failed. They gave me a new date of 10/6 and told me they would call me with any updates. The date passed again and I had to call them again only to find out the port had failed again. At this point they wanted to give me another date but I had had enough and decided to keep my phone service with Hawaiian Telcom. I thought Spectrum would be better than Hawaiian Telcom but they have not incentive to improve their customer service. It is true that when mainland companies take over they are more concerned with profits than service. read more

We went to the Ala Moana store and used the My Spectrum App to sign up for an appointment in advance. When we arrived we checked in using the number provided by the appointment app. Three counters were open with customers. There was a computerized list on the wall and our name bounced around from slot 1 to slot 3 on the list. The first counter had a lady that spent an hour talking to various people people, presumably Spectrum customer service on the mainland and wasn't able to solve the persons problem. The second person seemed like he was setting up a phone for a new customer, but that was about an hour of him looking at his computer and looking at the new phone. I couldn't see the third counter person, but he was with the his customer for the same hour that we waited and was still there when the first counter lady dispatched her customer without a solution. The first counter lady then began to call names and replace and take back equipment. Our name kept bouncing around in slots 1 through 3 and by then the list had grown to 25, when we realized that people that came in after us were being served by her. The same people were being served by counter persons 2 and 3 so we finally asked the 1st counter lady why we were being bypassed. She replied that she normally has a greeter who helps and she can't see the wall list on her computer, so I do not know where she was getting names to call. She did serve us and gave us a replacement box and power cord and we left feeling frustrated. Then we get home only to find the box and the power cord do not match. For me this counts as a zero. read more

Kaisa is AWESOME! His attitude was kind and genuine. He was also very patient and informative with every question my mother and I had, before purchasing a phone. GIVE THAT MAN A RAISE! lol. Kaisa if you ever read this, thank you again for for the amazing customer service! read more

Irritated. Salesman Mike said my phone wasnt compatible... online says its compatible through IMEI... online customer service said its compatible. Then he couldn't activate my account... had to order the SIM card... eventhough he had SIM cards in hand. Was told it needed to be ordered... customer service said he could've just given .e the SIM cards for me to activate instead of ordering. Apparently the sales team is not educated very well... my advice if your interested... call into customer service. Dont waste your time in store. read more

I called spectrum to see how much my bill would be if I canceled phone service and tv the representative told me if u cancel in the middle of the month you still will be charged for the whole month. So I had to cancel and go without tv for 2 weeks. Didn't make sense to me why am I paying for something I don't have. read more

I told them I wanted an iPhone and instead they said I should get the cheap LG phone... I took the salesperson's advice and the phone didn't work. I returned it 3 days later and they told me I had no choice but to pay the restocking fee $50 for a $100 broken phone!!!??? They then told me that I can only call the main number to request a refund- when I called and spoke with a supervisor they said the store is the only way to get a refund. I was lied to and getting charged for a broken phone. I'm soooooo disgusted with the runaround I'm canceling my WiFi service as well. They keep charging me every time I try and get help--- $240 spent so far and still getting the runaround. read more