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Setting up modem and router

schwerz
schwerz Posts: 8 Participant
in Connectivity

I recently picked Spectrum modem and router from the local store. After spending hours to get things to work and CHAT with several support people, I finally connected with someone today who was able to make it work. I did not write down the name. There seems to be a wide range of knowledge among the CHAT support people. I tried several times to call Support since it often takes so long for the CHAT person to respond. Got busy signal for over and hour. The the helpful support person told me I was not signed up for Voice. That is the reason I got the modem. Transferred to SALES Chat. I was then told that in addition to to the $15/month charge I knew about, there was a $65 charge for a tech person to come to my house. That was never explained when I was reading about Voice and also at the local store. That call is in about a week. Perhaps the need for a visit is due to a landline transfer instead of a mobile phone, If Verizon was not such a mess with it not working several times a day, I would not have went over to Spectrum. Thank you for letting me vent.

Comments

  • Edward_T
    Edward_T Posts: 464 ✅ Verified Employee Moderator

    Hello @schwerz;

    I do apologize for the difficulties you had with activating your phone service. It was great that our Sales chat team was able to address the issue for you. I can understand the concern about not being informed about the charges. I will pass on your feedback to management so they are aware and ensure notification is done in the future. If you need any further assistance or provide additional feedback then please reach back out to us.

  • schwerz
    schwerz Posts: 8 Participant

    Edward, I appreciate your note. I forgot to mention that Spectrum wants people to use the app to activate the modem and router. For people like me who do not have a smart phone using the app can be a problem when trying to set up Internet and WiFi. Calling Support is a problem since the line seems to be always busy.

  • Edward_T
    Edward_T Posts: 464 ✅ Verified Employee Moderator

    I can understand the frustrations of trying to active with the app and the wait time for support. We do have many support locations if one of them is busy. We have support available on Facebook, X, Instagram, Reddit, chat on our site and app, and our phone support.

  • schwerz
    schwerz Posts: 8 Participant

    Since I do not have a smart phone, I cannot connect to Facebook, etc. Phone support is almpost impossible to reach. I tried repeatedly for over an hour and always got a busy signal.

  • RAIST515O
    RAIST515O Posts: 313 Contributor

    I call the 800 number on my bill... may get put into the hold queue, but do not get a "busy signal"?

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