I just tried returning equipment, and yes, it was my fault, but I actually have the time to do things on the behalf of my mother, who looks nothing like me. I've gotta stop signing up for spectrum. The service is ludicrous. What was the number to cancel an account again? read more

Terrible store and company. For the 2nd time, they claimed I never returned my equipment. Sent me a bill for $140. They are trying to take advantage of people using auto-pay. AVOID and if you cancel record the whole thing. They will claim you never returned it. read more

After an hour long wait, the rude and clueless "specialist" gave me new equipment and told me to just plug it into the TV with HDMI. Obviously, needs a coaxial for cable in...went home and had to call tech support. Now, I have to wait until tomorrow for a tech visit. All this could have been avoided if, this, "specialist" was knowledgeable. read more

Apologies in advance to the reps at this location, this review is for Spectrum as a whole. Internet outage last Thursday, okay, understandable. Outage resolved by by Friday. I get all of 20 minutes into my shift (I work from home) and then it goes out again. Call up Spectrum, they have me do the song and dance with their robot and ask I unplug/ plug in router and modem. Still not working. Tech comes the same day, after an hour he finds the line leasing into my unit needs replacement, and that can only be done by a specific team. Great. I get a call for my next appointment. They say they can come WEDNESDAY. I say, can you do earlier? I'd be losing a lot of wages. They say Monday. Fine, thanks. The team shows up SATURDAY. They ask what's wrong (I guess no one informed them) and I explain. They leave my unit and go work on the line and then I see them just... leave. They don't tell me what's next. My internet is still out. I call spectrum and the robot and the song and dance AGAIN. Once I finally reach a human, they say don't worry sir, it's all done and should be working. Well it's not. So that say they'll call back in an hour after they see what's up. An hour and fifteen go by and I get a call. They say a Technician needs to come out, they can send one earliest Tuesday. I ask if they can come earlier, I'm losing money everyday now. She promises to call me back in 15 minutes to see about a Tech coming the same day. Fine, thanks. They never call back. I get an email that says a tech will come Tuesday. Great. Tuesday is here. Tech comes and says the last team only did part of the job. Another team has to come finish it. He is unable to do it himself as it is outside his work duties. ETA on that happening? Unknown. Gotta wait for the next call from good ol' Spectrum. Will my bill still be charged full price this month? I bet you could guess the answer. If they weren't the ONLY, MONOPOLIZING Internet Provider in my area, I would have cancelled by now. But I can't. And i'm stuck for the foreseeable future. If you have the choice, unlike me, DO NOT GET SPECTRUM. read more

This was my second visit to the location in the West Covina Mall. My first visit was great but the second visit on 7-30-24 was HORRIBLE! I came into the store to get a new phone activated. The Associate, Celeste, who helped me was training a second associate at time which was fine with me. Initially Celeste was polite, asking me what I needed done and helping me along the way. She asked for my ID to verify my account, told me that it needed to be scanned and other personal information. It wasn't until she asked for my SSN,to which I replied " Why is that needed" that she started to act unprofessional. She simply stated that it was policy, was rather rude in her explanation and again stated that it was policy and the activation could not proceed without the information. I was uncomfortable giving that personal information but did so to get my phone activated. The last straw was when she stated that I needed to verify my card information and needed to set up Auto pay. I tried to inform here that autopay was already set up. She stated that again that it was policy and that I could not move forward until I gave her the information. At this point I was visibly irritated and I was met with the comment that my activation was cancelled. I asked for clarification and was once again told that my activation was canceled and that I would not be helped. I asked to speak to a manager and was told that he was not there and would be in tomorrow. Celeste was so rude, unprofessional, was not able to answer my questions about why so much personal information was required and flat out refused to help me any longer. I was so shocked that a person with her attitude was asked to train another associate! As it was the end of the day, I can only assume that she did not want to be bothered to help a client and would rather lose their business vs taking the time to patiently explain why all of the information was required. Luckily, I was aware that I could activate my phone on the app or over the phone and was able to complete my task. read more

after cancelling internet service, they refused to pro-rate my usage of 2 days out a whole month (30 days). They penalized you for cancelling service. Watch out if your moving or switching service from spectrum. Check your billing cycle to make sure you cancel at the end. They basically take your money for services no longer provided. What a theft! Shame on you Spectrum. read more

It's not about this specific spectrum store, it's about this company, spectrum. I used to use ATT, but they are getting more pricey, so I thought maybe it's a good time to try out something less expensive but also good. When I first went into the store, the sales and people in there were nice, they started to tell me how good spectrum was and what they are comparable to other internet carriers. So I got a very good price with my internet and mobile bundle with spectrum. When I was using ATT, I got a 300 mbps, and it works fine and quick. With Spectrum, since I know they might run little slower, so I got a 1000mbps plan, and the lady even told me most likely they run more than 1000. So if you get 1000, you probably getting 1100mbps, so I left like other happy customers. BUT when I download the speed check app on my phone, a 1000 mbps only runs up to less then 400.....I called them and they said the plan is 1000, but it sometimes due to the signal around my area....LOL ok...fine... But It's been about two months now, this week the home internet went off twice, I was watching TV and all a sudden the TV disconnected...my cousin was doing homework online...THIS NEVER happened to ATT... Neverless, the mobile network is running crazily slow! I couldn't even log into my bank app! This is crazy and I have never had experience this situation with ATT.....I am not sure what happened, but I am pretty sure I am going to switch soon.... Also! One of my friend had canceled the service with them, but a month later spectrum mail her a letter, and ask her to pay more than 200 for her bill, but she has already cancelled it. Plus! The plan she had with spectrum wasn't even that expensive!!! She even called spectrum and check the account number, it wasn't even the one she used before!!! And spectrum said, it's for sure her service so she needs to pay, if not, she can file a claim with the police and send spectrum back a repot. So it took her three months to cancel something she didn't purchase!! ITS CRAZY!! I even thought maybe someone in the shop needed to meet their goal for the month, so they used my friend's information to register another account and forgot to cancel it. read more

Spectrum used to be one of the best internet companies around. Now, they can barely keep up with their own stuff. Once every 2 or 3 months, it goes down. And then I have to reset all my equipment. They want to charge us for 100g of internet, but they can't sustain it. read more

This review is specifically about the customer service I received from Jorge. We went in to do all the things: return boxes, get new phones, switch from another carrier etc. spending several hours at the store. He was kind and patient as we worked through all our needs. Jorge followed up with me for the next two days after our initial store visit to finalize changes to my spectrum internet bill. I was so appreciative of the personal customer service phone calls he provided and follow up. He called when he said he would, and overall was able to work with his manager to make the changes I needed. Thank you so much! read more

The guy who helped me set up my account here said he needed all my info including a debit card. I ask why and he said "I will put this onto your account and they will auto charge you every month" I left it like that for three months and it turns out he lied and never put my card on file. I'm now being charged 3 months because of what he did. I called spectrum and they said "no card was ever added" this place is a complete scam. read more

Ive had Spectrum since 2018, and lately i was having slowness issues that never got resolved. I was oayimg $79/mo for 12mbs speed - horrible. I was sooooooo glad when i heard Frontier was coming to town with fiber and now I am a happy frontier customer I finally read more

Although this place can get a little busy, and the wait times can be a little extensive as well. Anyway I love Chris he is so attentive and so very patient with you no matter how many customers he has. He is an awesome person. His customer service is a 10 stars for me ( if I could give him that many). Thank you Chris read more

They steal money from every customer! WiFi is unreliable and unresponsive. Regional manager called me last year to help with internet and it worked for a few months somewhat better, they even upgraded the speed but - it's the same. Disconnected phone in January, wasn't charged for it in February but they added phone charge back in March?? Why ? Policy "No Pro-Rate" is BULLSHIT!! Excuse to keep charging for services not used. Unfair! Un-American !! Was supposed to get a rate cut for Covid19 Lock Down - NEVER HAPPENED!! Dishonest company!! read more

Service is great. Place is clean and spacious. Place is open even though online says it's temporary closed.

I would give 0 starts if possible. I cancelled my service because I moved. I have been a Spectrum customer for over 10 years. Now they are asking for equipment that I may no longer have and they are charging me $60 for each piece. My bill should be about $90 for my final bill. Instead, it is over $240! I have called on 3.10.2023 @ 11:45 a.m., 3.25.2023 @ 3:00 pm, and finally on 4.10.2023 @6:50pm and the agent told me that they have confirmed I returned all of their equipment and my charges are now only $104.99 and that I will receive a bill after 4.20.2023. Now, on 5/6/2023, a collection agency calls stating that my bill is $164.99 even though I have not received my updated bill from Spectrum. I called Spectrum and for some reason, they changed my phone number to 999-999-9999, they changed my current email address, they closed my account so no adjustments could be made, and they recharged me for a piece of equipment that they already confirmed they have received. Word of advice to all customers of Spectrum, if they send you new equipment, send back the old stuff you had. They WILL charge you for it and they don't tell you. You can drop it off at ANY UPS store and keep the receipt they hand you. UPS tells you that they will only be able to print it once. Then a week later, call Spectrum to make sure they have it. They are sneaky, unfair, and they don't care about you or what you life situation is. They just want their money and they'll do whatever it takes to get it. read more

Tech showed up very friendly. Great customer service worked on our Internet and got everything done that we needed. Thank you spectrum.

I had the most horrible experience. I don't even know how I lasted with them three years. I actually had this provider when I was living in Los Angeles and they were called Charter. Fast forward to 2018 and thereafter, I had connection problems from the start. I would be watching a YouTube video and suddenly I would see the "searching signal" and I could not watch a video without a ton of interruptions. It would happen frequently and it was something that would last a couple of minutes so it wasn't a huge deal. But then, this got extremely bad this year about a month and a half ago. I had no connection whatsoever. I trouble shooted with about 10 different people at spectrum and they never got the internet back on. Five, yes five different techs came out to my home and only the last one fixed it. But prior to that I did not have service for about a month even after going for a new modem and router and they told me over and over they can't refund my money. I had to escalate it since they are able to see if I had service or not and after several weeks they finally approved a refund (which I still have not received). Even though the last guy got my i tether working i have an o line business I could not run fir weeks and lost a ton of money! I had to run to Starbucks for zoom meetings and I missed two weeks of class so I disconnected their service finally after three years! Never again! read more

Don't go to this store, I just got trap by them, i got the new service in April and that time picked up, I told them I need modem only, but they never listen and gave me everything, they never told me and I assumed I just got modem, but currently I moved my house and found out they gave me the new router, I told them I found out this new modem until I moved the house, they didn't want to help and ask me to call customer service, I called CS and they just said they don't care. Fine! If my business account end I will cancel the service not to use them anymore! Bad service!!!!!! read more

Today I was helped by Leslie.... Best customer service ever. Honestly it was hard for me to go in and do some changes to our wi-fi. She made this transaction very easy for me. Very friendly and informative. Thank you again. Will see you soon. read more

Horrible service what a waste of money TV is always down. What a joke but of course they want their money every month. I was with Frontier for 10 years never had issues. This place is a joke. read more

I won't say much, but I will say this, they're not the Best because I don't use them for my cable anymore as far as movies go it was getting way too expensive so I only use their internet. I keep upgrading it and paying more and it still sucks, but this is the only internet provider that supports this whole area so I have to have it, but someone did tell me that you have to buy your own modem& Router bc theirs sucks!! So I'm going to try that very soon.... read more

The network is too slow! ！ ！ ！ I hate it. I keep cutting off the internet.I want to cancel the network! ! ! Won't choose again

I have had the worst experience with sprectrum. I will be filling a report with the BBC. I trusted the customer service agent that suggested adding a service which I had no use for to 'lower' my cost. I'm looking at my bill and I'm getting charged $19.99 for that service I never once used. This is a total scam after spending 1 hour telling the same story 7x getting a rude supervisor and even breaking down all they can do is give me credit for 1 month. This is just ridiculous maybe training the agents to know how to do their job. I asked them to correct the spelling of my name and update my last name since I got married i was asked to go into a store. How inconvenient I will be looking for an alternative service. Spectrum should learn to take care of it's customers. read more

Big shout out to Luis for taking care of my parents and I! Made it easy to get brand new iPhones and better internet service. He was patient and helped with everything. Great service! read more

Sorry for the lengthy review, but if you want a honest review please read to the end. On Monday 2/19/24 one of our receivers over heated. I called Spectrum and they informed me to take the receiver to a Spectrum dealer. We went to the West Covina office inside of West Covina Mall) where we were helped by a gentleman named Jose or Joseph. He wasn't professional or friendly at all. Very matter of fact and arrogant. After he gave us a new receiver, we asked if we could have a bag to put the new receiver in. I guess we asked for something that would make him get out of his chair, but he huffed and said yeah I guess. When we brought the receiver home and hooked it up, it wouldn't work. We called Spectrum, where the customer service rep said the new receiver was not assigned to our account. The old receiver was never cancelled out therefore she couldn't do anything except call a service technician to come out and help us. When the tech came out within 2 hours, he said the same thing as the customer service rep. He said the West Covina office should have given us a receipt showing our old receiver was turned in allowing him to assign the new one. He was able to fix our problem but said we needed go back to West Covina and make sure they removed the old receiver off of the account or we would run into problems later down the road. We drove back to West Covina and asked to see a supervisor, but was told by a gentleman they don't have any supervisors. The location was rather crowded so we asked a gentleman standing at an empty register if he could help us to remove the receiver off of our account. His reply was nope, I'm logging out. Just then Jose / Joseph walks up and we said that's the guy that helped us. Jose/Joesph turned and said I'll help you when I'm done with my customer. When he was done; he called another guest up instead of me. I replied, you didn't do your job the 1st time, and now we have to wait? His reply was "I'll call security and have you kicked out...that's your warning". I am so upset with the guy, when we advised Joseph of the problem, he replied " I did everything I was supposed to, so what's your problem?" We told him if he removed our old receiver, why didn't you give us a receipt showing the return. His reply..."you guys are lying because I did it all" why didn't it show it was returned? He said the tech didn't know what he's talking about. I am so furious with this guy, I might cancel my service but Spectrum probably wouldn't care. Just won't go back ever to the West Covina location ever again. Joseph should find a job where he doesn't need to come in contact with customers. I will be calling corporate in the morning. read more

I would give it a zero came in 11:20 they opened at 11 am it was packed and 3 of the customer service reps had no clients . Not the hard to get to everyone out as it's still not break time or lunch . Horrible customer service! read more

I think this was the branch in city of industry that is moving to a location near west covina mall. Its a lot closer to me and they open on Aug 14, 2020. They need to hurry up because i got some equipment to return read more

Horrible experience This is for customer service at this spectrum store only. My first time write a 1 star review, the most terrible customer service that I have ever receive in my entire life. I went to this store roughly at 3:00pm on Friday afternoon, after approximately two hour of waiting, I got served by a lady(the only female employee at the store at that time). Prior than that, she helped at least three person(Mexican or white) in front of me during the time that I am waiting. Each person she acts very friendly and even for 1 of the older customer she brought her a chair(a lady who seem not that old). When the customer left, they all ask that is there any additional help that we can provide. when the older customer already left and walks to the door, she even yield if you have any question, just contact me. I am adding a new router to my service, and I doesn't know that i need my actual ID, so I plan go home and get it, but doesn't want to wait in line anymore so I ask her is there anyway that I could make a appointment with you guys, should I going to the website. She told me "I guess" . Right after, she just walks away and calling the next person's name while I'm still in front of the counter, even my shoulder is still on the counter holding my phone and I have no sign to leave and she have helped me at all. I am trying to confirm with her the website since she seem doesn't know it at all(does spectrum train there employees? Do they just walks in and got hired? ). If I stay at the counter for a long time the I'm totally understand that people could get be inpatient, but the total time for me to walks up to the counter and left is less than 3 minutes. She just cutting the conversation on her own and showed a really rude behavior. She never say any thing about do I need addition help. I totally didn't get it, I only asked a few question and trying to confirm the website, only takes her 2 minutes. She had served all the the customer ahead of me each for more than half hour. Impatient, not professional, and rube attitude toward customer. I think there is potential racial discrimination among the lady who "helped" me, fully couldn't understand her attitude.! read more

Spoke to one of the assistant a week ago in person on how to return my husband router, and I was told that All I need to do is to bring the device in. Today, after driving far distance in hot weather, when I tried to return to store I was declined because my name was not on the account even I have the account number. Waste a lot of time read more

Wish I didn't have to select even 1 star to post my review! They keep increasing their prices every year and don't bother to try and retain you. They just tell you to downgrade your plan and get rid of your boxes and get Roku instead to save money. ‍ So I cancelled! read more

literal ass, my schools Wi-Fi is faster than this, I'm literally failing my classes because of this shit Wi-Fi back at home thanks to spectrum, it's the fact that my dad paid the bill in full now, next day everything stopped working, Wi-Fi and everything, hate this company, all they want is your money, when we cancel I Better not hear some bs and have them take more money because wtf read more

Spectrum has gotten greedy and is ripping people off !!! When Cancelling Your Spectrum Bill: It's important to take a close note of when your service ends.  Spectrum bills are no longer pro-rated so if you cancel on the 3rd of the month, but your billing cycle starts on the 1st of the month, you'll need to pay for the full month. It didn't always use to be this way but Spectrum has really turned up the focus on revenue generation. Is there a law against this practice in Calif. ?? read more

I have one star because you can't leave negative star reply. Trying to cut back on expenses for the new year. A trip from spectrum came by and seemed reliable. I wanted to try the Internet/tv service as present cable company keeps losing channels from their line up & are reducing prices, they just went up again. A rep from spectrum came by & she seemed reliable. She answered all my questions m we talked about the movie service & to it would be half of what I'm paying now. They routed"bring your own phone". Got the TV/Internet ordered. Went to sign up for the phone service, guess what? Couldn't use my phones, I had to buy 2 new phones. Good price on the phones so I got both. Long story shirt, recorded the phones in the mail, went to the spectrum store to activate, they not only messed up my contacts, they messed up my photos, email & calendars. The guy was so flustered he handed me over to his boss, the mgr who further screwed things up. Went home g came back the next day. The techs were rude g said they could do anything. I said then I need to give these phones back. "We don't take them back, you have to call this number". Left that store& went straight back to Verizon who within 20 had my old phones working& numbers were ported back easily without problems. My problem? I was supposed to be charged$50 restocking fee for each phone(too much) I was charged $144.63 for restocking & am wondering if I'm going to get a bill from them as the phones were only operational for one day & I didn't even use them! I did a hard reset on both& sent them back right away. They came in the same box but had to go back in separate boxes. Make sure you don't print the labels, Let FedEx do it. The girl I spoke with,Mel was rude & said"you need to make sure the IME number is is on the label and each phone has to have the right label. They was NO IME number on the label& the FedEx guy said he couldn't find it either. It took. Ark to get back to them &. Few phone calls to make sure I was reimbursed. Then they cheated me on my money back. Oh and the girl who sold me the phones? Said "no worries, you still have Verizon" I asked if my billing would change, it would still be Verizon? She said"yes". Don't believe anyone who knocks on your door. If you want to change, go directly to the store. I will never use Spectrum. read more