Why have service upgrades during weekdays when folks are working from home?

v127

I am extremely dissatisfied with my experience with Spectrum. My internet service was out for the entire morning because Spectrum was performing a service upgrade during normal work hours. As someone who works from home, this was extremely disruptive and left me having to rely on my cell phone hotspot. Not only was the hotspot significantly slower, but it also consumed a substantial amount of my high-speed mobile data.

What makes the situation even more frustrating is that I later received an email from Spectrum stating that the upgrade was not completed and that they would contact me at a later date regarding when the upgrade would resume. So essentially, my service was disrupted for hours, the upgrade wasn’t completed, and there is still no clear resolution.

I contacted customer service expecting Spectrum to offer some type of reasonable solution or compensation for an outage caused by work being performed on their end. Instead, I was told that my only option was to pay for Spectrum’s “Invisible WiFi” service if I wanted an alternative while the outage continued. I find this completely unacceptable. Why should the customer have to pay an additional fee to compensate for an outage caused by Spectrum’s own service upgrade?

I spoke with Jasmine in customer service, and unfortunately, the interaction came across as a very much “take it or leave it” attitude essentially, pay for additional WiFi or continue without service. There was no meaningful attempt to find a solution, offer an accommodation, or acknowledge the inconvenience caused.

I previously had Verizon and never experienced this type of situation. It is extremely disappointing to see how Spectrum is handling customers who depend on their internet service for work and daily life. If Spectrum chooses to perform upgrades during working hours, there should be a reasonable solution provided to customers who are affected not an expectation that we pay extra for something we need because Spectrum’s own work caused the outage.

Between the service disruption and the poor customer service response, this experience has seriously made me reconsider whether I want to remain with Spectrum. Customer service should be about finding solutions, not simply telling customers to pay more or deal with the consequences.

James_L

Thank you for joining the community, @v127 ! I'm sorry to hear about the inconvenience the maintenance caused you. Invincible WiFi is what is suggested for internet access if there is a service interruption in the area for you to stay connected. I applied a credit to the account for the day's service.