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Gig upgrade

flyncalpoly
flyncalpoly Posts: 24 Participant
edited September 2020 in
I called customer service this morning and they told me there was the gig speed upgrade available at my house. They told me I would be required to pay a $199 install fee. A supervisor was supposed to get back to me but never did. I read the $199 was for their infrastructure costs. Why is it my job to pay for upgrading their infrastructure when I’m already paying for the service.

Comments

  • flyncalpoly
    flyncalpoly Posts: 24 Participant
    Yep just talked with Irma at customer relations and after a 5.5-hr wait she confirmed that they do not waive the $199 because that pays for the infrastructure She confirmed they don’t do anything, but send a file.
  • Julia_R
    Julia_R Posts: 4,661 Contributor

    We do send a new file to the modem to enable the speed. The Installation fee for Spectrum Internet Gig  helps cover the demand on our infrastructure, the use of greater bandwidth, and system monitoring.  WiFi service is included as part of Spectrum Internet Gig (both the WiFi activation and monthly recurring fee are waived). The upgrade should be done as professional install, to ensure the signal levels are in the proper range, the lines and outlets are in good condition and no problems are seen with the connection. 

     

    Regards,
    Julia R.
    Spectrum-Social Media Customer Care
    Lead Moderator-Community Forums

     

     

     

  • flyncalpoly
    flyncalpoly Posts: 24 Participant
    My line was just replaced by you guys 2 years ago. I do not need WiFi and have my own modem that runs 3.1. I really need nothing other than the file. I don’t think I should be required to pay for your upgrade of your infrastructure. You have a monopoly on the area as I don’t have another choice in cable companies. I will be submitting a claim to the California Public Utilities Commission. I believe what you are doing by requiring customers to pay extra for your infrastructure in addition to the taxes that include your infrastructure costs is wrong. So basically I pay you for my service monthly and then you charge me to send me a file and pay for upgrades to your equipment. I also shouldn’t have to pay for the spectrum installer that comes to our street, and sits in his van for 3 to 4 hours on his phone and eating. Why am I paying your employee to sit there doing nothing 3 or 4 days a week. Makes sense right??
  • flyncalpoly
    flyncalpoly Posts: 24 Participant
    Oh and the last time I paid for an install from you guys you did absolutely nothing. I paid the guy to go in the attic and run a new cable, and he said he was too afraid to go in the attic even though the installation included the extra cost. So basically I did everything while the guy was lazy and did nothing.
  • karlbeckman
    karlbeckman Posts: 2,285 Contributor

    So I am sensing that you don't have a question about improving your internet connection speed or reliability for the peer volunteers and forum readers.  Thanks for stopping by!

     

    In the future please offer your technical expertise in resolving questions from other customers having trouble with their internet connections.

  • flyncalpoly
    flyncalpoly Posts: 24 Participant
    See below
  • flyncalpoly
    flyncalpoly Posts: 24 Participant
    Karl I don’t understand do you run this forum, or is this run by spectrum? If you do not run this forum I don’t really think you have a right to tell me “thanks for stopping by”. I would be more than willing to help others, but as far as it stands it appears that customer service and customer relations within spectrum has issues. I appreciate that you help others in the forums, but attempting to push me aside in response to wanting to know why the consumer is required to pay for infrastructure upgrades; is wrong. Honestly if you don’t have the reason from the company I don’t believe you have the right to speak for them. Forum readers have an interest in knowing where their money is going, and why they are being forced to pay unnecessary fees in an attempt to double dip in the tax consumer pool. I believe if this is the case, the city who grants the utility rights to spectrum, has an interest in knowing that they are taking advantage of tax payers.
  • stannc
    stannc Posts: 428 Contributor

    This is a peer to peer support forum. Contact Spectrum directly for complaints.

     

    As far as complaining to the PUC, did Spectrum bill you for something that you weren't expecting? If they're billing you according to the tariff filed with your state or city then you have no grounds for a complaint.

  • flyncalpoly
    flyncalpoly Posts: 24 Participant
    On the tariff that was filed there is no mention of a consumer based fee to pay for their infrastructure upgrades. I declined the upgrade as I believe this fee is exorbitant. The claim has been submitted to the CPUC requesting a review of the validity of the fee

    As far as the peer support falls, spectrum also monitors these threads and responds regarding their interests as shown above.
  • flyncalpoly
    flyncalpoly Posts: 24 Participant

    Got a call from Spectrum Executive Team addressing my CPUC complaint.  States that he feels that the infastructure upgrade is a reasonable fee.  Pointed out it is not in the tarrif, and they will continue to investigate the issue. 

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