What a joke!!! We have had them for 3 months and all of a sudden the tv says that I need to upgrade to get any channels. I called and they said that the service is only compatible with Samsung tv's. WHAT! I can't go out and buy new tv's to get their service. I asked how much would it be for just WiFi and they said $69.99. I said to cancel all but the WiFi and they transferred me to retention. They informed me that because I am cancelling and I had a bundle, WiFi would be $99.99 per month. I said that the other person told me different and she said she was wrong. I asked to speak with a supervisor and she said she was the supervisor. She continued to try and say that it did not require a Samsung that the other person was wrong, and at this point I was frustrated with all of them. I tried to say to her to stop talking and cancel my service except for the WiFi and she kept talking over me. I will find a WiFi replacement and I will go out of my way to warn others about Spectrums service and customer service. DO NOT USE THIS....BUYER BEWARE!!!! read more

We recently planned a move near the end of January, cutting off and moving service to the new residence. The day before the move, found out that construction in progress at destination was not complete due to weather complications (true!). We called Spectrum and managed to get our service extended at the current residence, but movers couldn't accommodate us until the first of the month. Two full days of moving and falling into bed exhausted, I called to set up new Spectrum at new home and close out old. Those extra days cost nearly $150 because "that's our billing policy for the subscription", which they also billed at the full price for the same month at the new home! How many of us have to write reviews like this? There is only one equipment set, and we moved it from one place to another. How can they charge for both locations for the same month? Horrible. read more

I had to return a cable modem after I cancelled my service. I'd read other yelp reviews, so I went anticipating a long wait--and I wasn't disappointed. To her credit, the customer service rep was doing a very good job given the situation. She was the only employee in the store (one at lunch and one on vacation), and she was working with a new customer to select a package. She directed people to the kiosk if they had to pay bills, but the four of us who were waiting all needed to return/exchange equipment. I was impressed with the rep--she has a hard job working for a company with a deplorable lack of customer service. She didn't hassle me about cancelling my service (unlike the guy on the phone in the morning who made me tell him four times "I want to cancel my service" before his customer retention script finally ran out). The rep at this store is the only reason Time Warner's getting 2 stars from me. read more

This is not a reflection of this establishment as I've only dealt with Spectrum on the phone. I tried to post on their community website with no luck. Time Warner customer service was always bad that's a given, since they have become Spectrum they have lost all customer service decorum, it's out the window. They are just plain mean over there, 18 years of loyal service.... they don't care. I know that's the new norm, new customers are more important but Spectrum was particularly vile, they have taken this concept to a whole new level. I could barely get instructions on how to return their equipment and cancel service.... honestly I'm still not sure how to cancel and return items. The customer service tech was too busy telling me of all he had done for me, when I told him he wasn't answering my questions, he frightened me, I hung up. read more

Sonya was very unhelpful and rude. She would not answer my questions when she said they were charging me extra.

Since they switched from Time Warner to Spectrum the service is REALLY bad. I would not recommend Spectrum to anyone. Lousy customer service and terrible cable issues. All they care about is the money. I'm a 20+ year customer and have never had so many problems as I've had I the past 8 months! Shame on Spectrum! read more

Let me clarify, this is for the walk-in store only. Their telephonic customer service sucks. I found it kind of silly to have to pull out a number when I was the only person there, but they asked me to. However, the lady I spoke to about replacing my modem was very helpful, and gave me a couple tips on how to reach someone with brains the next time I called customer service. She seemed to at least genuinely care about my frustration with their customer service, and fixed my issues within a couple of minutes. read more

I recently moved. Needing Internet in my new home, I searched for service. I was told Cox (the service I was using) didn't service the area and I would have to use TWC. I called and set an install a week prior to my official move in. The tech told me my house didn't have the proper wiring and he would need to reschedule, and a work crew would be coming out to do the appropriate wiring, but I would not need to be there. Upon the next scheduled appt approximately 5 days later, I was given several reminder phone calls in which I confirmed; the tech never showed up. I called the customer service line, the representative put me on hold for several minutes, returned and stated they were in route, two crews: the tech and the construction crew. Two hours later I called again, because the crews never showed! The second representative said they had no order for a construction crew and the previous rep entered notes that he told me the tech was running late. Oh my was I upset, I sat in my home for over 5 hours waiting, called and they lied about everything. I asked for a supervisor, he was not only unhelpful but quite frankly, an idiot! I canceled. But weeks later I still have not received my refund! Ok bottom line....go with anyone other than TWC! I have heard others talk about their poor customer service, etc...as a company I have no idea how they stay in business. But if less people use them maybe they won't. I went with Dish. And ATT for my internet. So far they have been excellent. And an added bonus, less expensive. read more

Worst customer service ever !! All I want to do just drop off the fcuking modem that don't work. I'm the only person in the store, he made me sign in on a terminal get a number. All I wanted just drop n go.. It too 10 mins for him to jacked off before given me a receipt !! The guy is a Biggest douchebag ever .. Never drop off.. Just UPS it. read more

Congrats! We didn't think customer service at Time Warner could get any worse, but you proved us all wrong Spectrum! Yelp, can you let us give negative star ratings to this company? They really earned it. Please join me in boycotting this UNETHICAL company - Time Warner, Spectrum, or whatever they now call themselves. According to their **own corporate policy**, they will not honor the advertised rates ON THIER OWN WEBSITE. They falsely advertised $39 per month for Internet service. When I called to sign up, they said the rate is actually $59. When I pushed back, they "reduced" it to $59. I asked for a supervisor, and all I got was "her name is Katie." He would not connect me to her, give me her number, her title, or his/her employee number. When I questioned these business practices, he responded "we are now Spectrum, it's not the same company. We have different policies now [such as not honoring our advertised rates]." Wow. Just wow. Remember, this rate was advertised on their own website. I didn't ask for any upgrades. BOYCOTT. read more

Spectrum is the worst. I have bundled phone, cable and internet. My internet, cable and phone all went dark this morning. No phone service, nothing. We are in the middle of a crisis with COVID-19 and I have no phone to call 911. I'm so blessed not to have had an emergency while my phone wasn't working. There are people out of work locked down in their homes and Spectrum is cutting off all services. I plan to switch my service as soon as this pandemic is cured. read more

Came here on a SATURDAY, biggest mistake ever. I just needed to switch my box to a DVR and the wait was more than 25 mins so I left. They only had TWO people working in the front with about 20 ppl in line. not only was it packed, it was HOT. I felt like fainting! I decided to come back on a weekday which wasn't as packed. I was called right away and got what I needed. The reason I give TWC a one star is because they didn't include a DVR in my pkg when i clearly stated I wanted one and confirmed at the end of my order that it comes with one. It was such a hassle to just go and exchange the box I think they need more people working up front and need to prioritize their customers needs. They should have a separate like just for exchange or drop off. I can't believe I'm already unhappy with them and its not even a month that i have them. read more

This place fills me with such utter hate that I feel my blood pressure rising. I came in to return my cable box and stuff and there is ONE person waiting on the couches. There are NO CUSTOMERS being helped at the counter with two associates behind the desk. I didn't realize they work on a "take a number system" so I walked up to the associate and politely asked if she could help me. Her: Did you grab a number? Me: No, I didn't realize we had a grab a number. Her: Just grab a number and we'll help you when we can. I would like to fill this Yelp review with swear words about everything that happened afterwards, but it pretty much boils down to the fact that the associates working there do not know what they are doing, are super slow, are worse in terms of customer service than the freaking DMV. The customer service at the DMV is freaking 5 star compared to here. Your number gets called on the intercom just like at the DMV, and even though there was only one person in front of me, I waited MORE THAN A FREAKING HOUR to return my stuff. By the way, when my number got called (finally) I was in the middle of gathering my things and my purse and walking up the counter when the girl that called my number suddenly called the next number. WAS I NOT WALKING FAST ENOUGH?? It was literally a 10 second gap between the time when my number was called and the time when the following number was called. While I was walking up, there were two associates available with no customers at their station. So, assuming that the two customers that were called up were going to be helped by both associates, I went to one that said, "Oh, I wasn't the one that called you. But whatever, I'll help you anyways." Seriously? I don't want to pressure you into doing YOUR JOB, but my number was called and I need to return this crap. Here, take it. AND NOW, I am getting a bill from Time Warner Cable saying that I never returned my equipment and they are charging me $300+. SO I CAN'T EVEN TRUST THIS RUDE GIRL TO DO HER JOB CORRECTLY?? ARE YOU KIDDING ME??? The customer service over the phone was WAY WAY better. Like WAY better. I'd rather call in to their customer service line than go in person. Get it together, people. read more

I walk into the store, hands full of equipment to return. I'm told to grab a number and wait. I sit down and notice there are 12 people waiting to be helped. There are four kiosks with two people helping. One person got up and left. Now there is only one person to help us. By far, the worst in-store customer service model. read more

Never had a worse customer service experience. There are 10 people waiting, 1 person working, and the one guy who is working is yelling at people and bashing the other worker and the way that she does things. Customers are frustrated and every time someone asks why only 1 person is working the guy yells at them and tells them to leave. Geeze time warner....figure your shit out. Higher some people who actually care about having a job because there are plenty of people out there who would kill to have an income. These people are very undeserving of their jobs and should be ashamed of the way they are acting. This company should be embarrassed. read more

Was there to return some cable gear. The customer service person that helped me was fast, friendly and it was easy to get it done. I did notice that some customers were very demanding and rude if they didn't get their transaction completed faster. It was sad to see people act that way, but I guess they are the important ones. lol. read more

I would give this place zero stars if it was possible. If you want to completely ruin your mood I recommend coming here and talking to Jim. Rude, mean, impolite, and completely unprofessional. Spectrum raised our prices and within the span of 15 minutes the only answer that he could give was that it was a promotion. One I never signed up for and after that he could not give me any answer. The only things I got from him was rudeness and him constantly acting like he was looking down on me. I recommend that everyone uses another location. The only reason they can talk to their customers like this is because they have large monopoly in the area. read more

Went in on a Saturday to return a cable modem. This is not a complex transaction. I had to take a number and then wait for one hour, yes one hour, to hand in my modem. Argghhh! Oddly, the service reps were nice, but one hour to return some equipment? There has got to be a better way. One line for setting up service and explaining complex media packages and a separate line for simple equipment drop offs? read more

If you need help with your Spectrum services at the Rancho Penasquitos store, ask for Jordan. He was very helpful setting up my new cell phone as well as updating my cable service. Job well done, thanks read more

35 min wait to drop off their equipment! 35 min of my life I will never get back from these idiots. Inept employees, badly understaffed store... the only good thing - I am DONE with this company. DONE. They will not lie to me or steal my time again. DONE. read more

Monday morning and only one person here to help 6 now 7 people waiting.

Laughable how bad this company is from top to bottom. You even have to wait in line for an hour and a half in the middle of the day on a Monday just to turn in your equipment and be rid of them. read more

Spectrum - Waiting room of misery - Television Service Providers Near Me - Rancho Penasquitos, California

YOU HAVE GOT TO BE KIDDING!! We were bundled with Time Warner for several years. Our bill was up to $165 per month when we finally change to another service. We canceled our Time Warner account on the very early morning of 14th of September. On that day we mistakenly sent a check for the monthly billing, $165. We discovered that the check would have been for service from September 14th to October 13th. So, instead of waiting for months to get our money back, we stopped payment on the check. I felt that maybe they would send me some kind of "closing bill". I was wrong... Instead on October 13th we received a Collection Agency notice for $26.68! REALLY!? There was NO explanation of charges, and no final bill was sent. How stupid was that? All I have to say is that if this stupid move has been put on my credit report, they will play heck, (stronger words are in my mind), trying to get that little bit of money!! WE WILL NEVER DO BUSINESS WITH THESE SLIME AGAIN!! read more

Spectrum is the worst cable company on the planet ( lived in Singapore for the last few years and 12 years in Hawaii before that, so I'm not just saying that). They are a perfect example of what happens to quality and innovation when it is stifled by an effective monopoly. The equipment is completely archaic (large, ugly, slow processors, outdated and painfully slow GUI, etc) and there is no indication that it will ever be upgraded. How many things stay the same in the tech world over a decade or more?? Right - none....only Spectrum. If your area offers a choice (unfortunately many don't), steer clear of Spectrum....or just cut the cord completely and go with a streaming service (Spectrum does offer some of the the best internet speeds in San Diego....blows away AT&T on that point). read more

To follow up on this post....Melonie from Time Warner called me within 2 hours of this posting, was totally professional and had a lot of empathy for our situation. She took care of EVERYTHING and had our technician Sam come out and install the very next day!!!! We couldn't be happier with our new service and I notice a way faster speed than I had with Cox as well! Thank you Melonie for fixing this situation for us and making us satisfied new customers! :) Cheers! read more

I would give you guys a 1.5 for the attempt of trying to help. At the same time, how can you be so serious to the point that you would want your customers to message you account information via social media sites? I feel that if anything you have access to the personal info of each one of your customers. Let alone, it would be a little more professional to have customers reach you via your own help line or online help support with a speedy system. Its hard to take someone serious when they are trying to use 3rd party social media sites to assist someone. read more

Drew is an awesome guy. The only guy we work with at this location. Great customer service.

I was a TW customer for a long long time. Then they canceled showtime for a while and so I left them. After trying 3 other companies, I had to come back. No-one else provided better internet service, TV service or phone service. I'm so pleased they got showtime back! read more

HORRIBLE Customer Service and very inefficient. Believe me they are the worst and I was surprised I could not find them affiliated to any service rating organizations such as BBB, etc. Every time I have requested installation, transfer or changes to my service, I am not sure how they make sure to mess it up. Last time the Time Warner representative offered me a promotional deal, they messed up in their system and my monthly rate was changed to $100 higher without having courtesy to let me know. I felt ripped off and was very upset and was trying very hard to be polite and share my frustration. The height is the person on the customer service call did agree it was not my mistake but she still could not help me and was not agreeing to fix it at all or escalate and basically keeping me hostage to take the existing rate or terminate my service if I don't like the existing rate. The company definitely seems to be run by inefficient management who are obviously not seeing these bad reviews and worst customer service and system. I would think that to improve their processes (which is a long way to go) they need to start from the top and replace their higher management and probably train everyone in their customer service team. Their charges and rates are way higher and the promotion deals they advertise would mostly not be available to you or your address, but it is only available for very fewer locations and just scam to get customers. My 1 star goes to the field technicians who come to your home for installation and I feel they are the only efficient guys working in this company. read more

I concur with those who have complained about long waits. I was in the area on a saturday and decided to pay my bill but the automated machine was down so I decided to take a number. There where about 10 people in there waiting. But only two customer service reps working. I waited 10 minutes and they only called 2 people and about 3 to 4 more people arrived. Wasn't worth the wait i thought it would be convenient since i was there. They have a short window that the are open on Saturdays so you would think they would staff accordingly. read more

Needed to return my modem and expected that I would need a lot patience and time to deal with this place. Went in, had no wait time, experienced excellent customer service that resulted in cheaper monthly payments. read more

O Stars- Abysmal service especially since they merged with Charter Communications. I moved recently and it took them over a week and at least 50 phone calls to get someone out to my home to hook up services. They also broke my entertainment unit legs off sliding it over the carpet to get to the back of the TV. Service person did not file a report upon breaking the furniture and when I call to find out what is happening on the claim I get the run around. Worst ever!!! read more

WORST SERVICE EVER. I called to check on my billing plan. The lady told me i was eligible for a discount because I buy internet, phone, cable and DVR. they convenient took me off the package price 6 months ago and increased my monthly bill by $80. she transferred me over to the promotion department, who conveniently could not hear me and hung up. complete ripoff. I have to start looking for alternatives. read more

Beyond frustrated! Problems at all levels with TWC and now Spectrum. From the simplest thing to the level of service. Today's frustration. After changing equipment directions say to either drop off at store or mail with attached fed ex label. Thinking I would do them a favor and drop off equipment I was told I could sign in and wait behind 5 people. Or I could do to the post office. In which he quilt stated I would pay for postage. I showed said employee label and asked for clarification- fed ex label attached. He chuckled and said do what you like but we do not pay for shipping. Rude- inconsistent messages. I will add drama from previous experience while I wait. Confident there will be little concern to make it right. read more

Walked in around 4:30 pm. Immediately greeted. Picked up modem for internet service. Left within 5 minutes. Friendly staff. Other customers seemed to also have same type of quick service. Went home, hooked up modem in few minutes, then my Wi-Fi router, no issues. Download / upload speeds are twice what I had with DirecTV. I even got 2 days free internet because the customer service rep said it could take up to 2 days to activate since address hadn't had active service for a couple years . But it was immediate. read more

NO LOYALTY GIVEN TO LOYAL CUSTOMERS. Yes, I have been a loyal Time Warner customer for the last 20 years even though their prices go up and up and up and the internet and TV services seem to always go out in the most inopportune time. I don't like strangers (i.e. cable installers) in my house, so things have to be pretty bad for me to finally have to switch, but now that Time Warner Cable has been bought out by Spectrum, they are offering fewer services and charging more money! When I was unable to renegotiate a fair contract with Time Warner/Spectrum, they forwarded me to their Customer Retention Dept. where I put on hold for 40 minutes! After 40 minutes, I decided that they weren't all that serious about trying to keep me as a customer despite my 20 year history with them. By the way, my new provider AT&T/DirecTV is great. Looking back, I wish I had switched years ago!!! read more

Horrible customer service. Canceled my service after waiting on hold for over 30 minutes 3 times, however they kept billing me and claimed I never canceled. Crazy company, I have no idea how they are still in business. read more

Good afternoon, typical costumer service. 11 people waiting one persons working. TWC black MT Road. Just need to exchange remotes for the 50th time because the buttons fail. Please improve your customer service at this location. 60 min or more to exchange remotes are you kidding me. Canceling soon if you can't improve. I'd give Zero stars if I could. read more

This is for all Time Warner customers who were forced to enroll with Spectrum. I was using TWC and basically forced to change my account to Spectrum. During this transition I have experienced such a bad customer service and unfortunately no one was helping me. Spectrum forces customers to use a high speed internet at a higher cost and had lied to me about promotional deal. Over the phone they sold me a package deal that was more desirable and when the service started we had totally different package. They are scam artist and can adjust the price of internet at any time. Stay away if you can! read more

Lmao like everyone else's reviews, this place sucks. Long lines and if you're lucky, all FOUR customer service reps are working..... Most I've seen were three. This place is a joke. Total joke. I just noticed all the twc have one star rating. Guess twc doesn't care about customer service unless you're thinking about spending money on their services. JOKE I tell ya! read more