Make transferring service work better

jjensmo

Not a "question", but can't figure out where else to try and get this to Spectrum customer service...

I called a few days in advance to move services from old house to new house...all seemed fine. I was told my speed was going to be upgraded ('free of charge'), so they sent me a new modem/router to the new address.

I set it all up, nothing worked. Called and spoke with someone for ~ 40 minutes, finally got it to work.

Next day, nothing. Called again, spoke with someone for ~30 minutes, they said a tech would be needed to be sent out...the soonest they could have someone out was in 4 days.

Later that night it worked, for a while, then nothing. Called again, spoke with someone for another ~45 minutes, they thought my account might need to be deleted and redone as it wasn't transferred properly, but I wasn't at the new house to give the modem/router MAC address as she didn't see any new equipment in my account - she told me she would call me back in 1 hour (so I wouldn't have to go through someone else to try and understand the situation). 5 hours passed without hearing anything so I finally called again, spoke with someone for ~30 minutes, finally got it to work.

2 days later, nothing. Called again, spoke with someone for ~20 minutes - despite the other reps saying they did it, no one had added the new modem/router info into my account nor allowed it to be activated, so it kept dropping. 5th person finally got it all working, apparently it was an "easy" fix...after 5 days, 5 calls, and over 2.5 hours of being on the phone (NOT including hold times).

Absolutely ridiculous.... :(

James_M

Hi & welcome!

Sorry for the frustration, this is definitiely not the normal experience when transferring or setting up new services. I can imagine the stress of moving only added to the frustration.

We can pass along your feedback about your experience. If you should have questions or need assistance in the future, let us know!

jjensmo

Thanks...and yes, all too true :(