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Opting out of Spectrum’s Promotional Emails
Why can’t Spectrum (an INTERNET company) offer its customers a way of opting out of promotional emails while still receiving their statements via email? I’m sure a big technology-based company like Spectrum can figure out how to do this… Spectrum is the ONLY company I know of that won’t let you opt out of promotional emails. If you opt out of promotional emails, you will no longer receive even your billing statement. Usually, with other companies, you can “unsubscribe” to promotional emails. This problem has caused me to call every month for a year asking Spectrum why I’m not receiving my bill. Every month they told me they could see that my email address was correct and that my account was set to receive paperless billing to that email address. Finally, almost a year later, they tell me I’m not getting my billing statment because I chose to not receive notifications. And they tell me there is no way to only choose to opt out of promotional emails without also automatically opting out of receiving billing statements. Ridiculous. Please fix this system.
Spectrum is the ONLY company I know of that won’t let you opt out of promotional emails. If you opt out of promotional emails, you will no longer receive even your billing statement. Usually, with other companies, you can “unsubscribe” to promotional emails. This problem has caused me to call every month for a year asking Spectrum why I’m not receiving my bill. Every month they told me they could see that my email address was correct and that my account was set to receive paperless billing to that email address. Finally, almost a year later, they tell me I’m not getting my billing statment because I chose to not receive notifications. And they tell me there is no way to only choose to opt out of promotional emails without also automatically opting out of receiving billing statements. Ridiculous.
Best Answer
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Hello and welcome @abrixey,
If you've completed the privacy opt out, this would not include billing and other service notifications, just marketing related communications. Excerpt from the details on the request form:"Please note: If you are a Spectrum customer, adding an email address to the Spectrum Do Not Email List will NOT prevent you from receiving informational or notification emails from Spectrum regarding your current services; you may still receive those emails. Spectrum will continue to use your email address to communicate non-marketing messages, such as billing notifications, service notifications, appointment confirmations, and account status updates, pursuant to our Spectrum residential terms of service and policies."
We also do not email statements, but do send notice that statements are ready to view by logging into your account at spectrum.net or through the My Spectrum app, where at least 12 months of billing statements are always available to view. Reviewing your account, it is not subscribed to paperless billing, so you should be getting paper statements as a result. Even with paper statements, the online statements are still available to view.0
Answers
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Just F.Y.I., Spectrum's marketing emails come from a completely different system of a different domain and different opt-out portal than their subscriber notifications emails.
Many if not most subscribers not receiving marketing emails from any address of the spectrum.com domain are presumably opted out (if they were ever opted in to begin with) from such which should not affect opted-in receiveability of the notifications emails from any address of the spectrumemails.com domain.
So the question may be what (if anything) about any of the notifications emails did you have a problem with and what all (if anything) did you do or not do about it that may have lead to you being opted out from those as well.
At this point, i'd make sure that your email address form of contact in your Spectrum account is still verified and then opt back in for the notifications emails and then, going forward, note that such passive dis-interest in such emails as not ever allowing images to display or not ever hitting any hyperlinks thereof is not necessarily free from sender-prerogative implications of such massive-scale enterprise-grade notifications email systems in the long run, if you get my drift, but that's just me. I'm an unfrozen caveman. Your modern ways frighten and confuse me.
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MO-S, A Verified Employee Moderator replied to my concern on 3/16 stating that "If you've completed the privacy opt out, this would not include billing and other service notifications, just marketing related communications.” This is absolutely the opposite of what I was told on 3/13 by the employees MJ of Colorado and Jordan in Tech Support. This was the explanation they came up with for why I haven’t been receiving my billing notifications for the last year.
MO-S also stated, "Reviewing your account, it is not subscribed to paperless billing, so you should be getting paper statements as a result.” This is not what I have seen online of my account for a year nor what I’ve been told EVERY SINGLE MONTH when I inquire about this problem after not receiving my billing notification via email. EVERY MONTH I’m told they don’t know why I’m not receiving my email of billing notification because they see that my correct email address is attached and that I AM set up for paperless billing. On 3/13, Jordan in Tech stayed on the phone with me and walked me through the process of changing no email notification to Yes, allow email notifications. What is going on??? Why is this so complicated? I’m fed up!
So, MO-S - PLEASE look into my problem and find an answer for how I can get the Spectrum billing notifications successfully emailed to me. AND, ideally, I’d love to be opted out of promotional emails.
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@abrixey,
That information would be incorrect, as stated on the request form itself and quoted above, the marketing opt out does not impact billing or other service related notifications.
Looking at your account again today, it is still showing not enrolled for paperless billing. You do have notifications set up by email for the account in communications preferences, but paperless billing is not enabled.
Can you follow these steps and also provide any screenshot of the paperless billing showing already enrolled on your end? It's about halfway down on the notifications tab.
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I don’t feel comfortable including a screen shot b/c I’m not sure who all has access to these messages I’m leaving and don’t want my info out there. In the past I have ALWAYS seen that I WAS enrolled in paperless billing and am ALWAYS told I am enrolled for paperless billing every month when I call about this problem. HOWEVER, I just now followed the instructions given me and my account now DOES indeed show that I do NOT have paperless billing enabled. I followed the instructions by trying to move the toggle to update this preference and it automatically goes back to the off position. I even had my 17 year son look at it with me and he is also perplexed as to why this toggle will not stay in the on position. Every time we try to change it, it goes back to the off position right in front of our eyes.
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Hello @abrixey;
The My Spectrum app should not do that. I would recommend removing the app and installing it again. This will correct any errors the app maybe processing. As an alternative, you can also try doing it on www.spectrum.net. The site has many of the same functions that the My Spectrum app has.
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