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When I got mobile, they connected it to my secondary internet account and not my primary account and

Lost
Lost Posts: 3 Spectator
in Spectrum Mobile

I got mobile about 2 years ago and it was connected/ attached to my secondary internet account and not my primary one at my home. I've been trying to fix this since and haven't had any luck in resolving the issue. Why is that? If I order a new phone it gets sent to the secondary address, I tried to sign up for an internet/ mobile promotion and can't get it because the mobile account is attached to the other account. I did get another esim/ line added to the account to supposedly apply the promotion to my home internet account and nothing. Only got Slammed with another mobile line I'm getting charged for now. What kind of business are you people running? I'm hoping to get the issues resolved if not I can just cancel both my internet services at both addresses and the mobile lines as well and go with AT&T maybe I'll hand better luck with them

Answers

  • Jilliana_M
    Jilliana_M Posts: 245 ✅ Verified Employee Moderator

    Hey there @Lost,

    Welcome to our community platform! We are so sorry to hear that you are experiencing an issue with merging your Spectrum Mobile to your core service account and would be glad to help. Please know that we are unable to fully authenticate and make any changes to the account via this platform. However, when you have time, I encourage you to give our mobile team a call directly at 1-833-224-6603​​​​​, for assistance. After full authentication, our team can absolutely merge the account and assist with any account specific information you are requesting.

  • Lost
    Lost Posts: 3 Spectator

    I've tried like 5 times with them already and haven't been able to get it done. I store with someone today and they sent me a form to upload but it didn't say where to upload it to. One the settings in the app it doesn't give an option for mobile telephone number transfer form agreement which is what I was told i needed to upload along with a copy of my driver's license as both accounts are under my name

  • Lost
    Lost Posts: 3 Spectator

    I can see the mobile so l service account on both internet service accounts when I log into the app for each. But they say they can't see it on my core/ main service account

  • William_M
    William_M Posts: 1,534 ✅ Verified Employee Moderator

    I'm sorry for the frustration, unfortunately it's not something we can help with here. Please give us a call back at 1-833-224-6603​​​​​ at your earliest convenience and I'm confident we will get this sorted out for you.

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