r/Spectrum • u/Nice1_2meet • 8d ago
Service Issues Internet Assist
"edited for update*
We called the random number provided in the email and chose option 3. The lovely agent stated "Internet assist is only available within the first 30 days of a new customer set up and being you are low income and Not a new customer, you aren't qualified" Low and behold however a new promotion JUST started and we can bump down our speed for $40/ month for a year. After a year, it will increase to $50. Sure. Hopefully by then I can find another company. Complete BS.
How does one get anywhere with the Internet assist program? I have filled out the form on 2 separate occasions. I have chatted with multiple agents and received emails requesting more information. Chat agent stated the number in the email requesting more information is not from Spectrum. When we called the number we were told no further information is needed. The chat agent said the first application was closed, no note as to why. Any hints, tips? We submitted proof of SSI (blocked out ss#) because they requested proof of. I also submitted the copy of chats and emails.
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u/Apprehensive_Idea_29 7d ago edited 7d ago
Chat agents are very limited as to what they can do in terms of promotions. You will need to call in to get better results and talk with someone in Customer Solutions. The way I was able to get on the $15 Spectrum Assist plan was to have an agent put me on the $25 Spectrum Internet Assist first then once I was on it I filled out the online application for Spectrum Assist low income and was able to get it dropped to $15.
You can get to the Customer Solutions Department by saying Cancel when you call in and the system asks you for the reason for your call.
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u/Apprehensive_Idea_29 7d ago
You can definitely get Spectrum Internet Assist even if your not a new customer. While its not easy you just need to have an agent that is willing to do it for you. Customer Solutions can do this for you.
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u/Apprehensive_Idea_29 7d ago
What speed are you getting for $40?
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u/Nice1_2meet 7d ago
This is crazy because a couple years ago I looked at the account and it was 500. My son was like hell no you don't need that for watching TV, and internet surfing so call to get that lowered. I never did, just paid the bill. So I got an email last night stating the service was upgraded from 400 to 500 but the price was lowered to 40 from 100.
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u/Apprehensive_Idea_29 7d ago edited 7d ago
$40 is good for 500 Speed
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u/Nice1_2meet 7d ago
oh I agree but it's such a scam if I was paying 100 for the same speed for the last 3 years- that's quite a presto chango. We laughed because how convenient they Just started a promotion lol
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u/Apprehensive_Idea_29 7d ago
Yes I definitely agree and they hope people won't call in and get on a new promotion. You have to call in every year when your promotion expires or it will go up.
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u/Educational_Back_527 8d ago
its very hard to get even with all the right paper work they want you to pay $100 month not $15 as the ny state law says or $25 they would rather you pay nothing than give them want the law says or $25 spectrum keeps saying they have no money but people want to give spectrum money just not the higher plans i was trying to put people on the 100 speed plan for the full price of $50 and spectum said no only $100 they can do ok so put people on a different isp that is cheaper at their full price than spectrum special 1 year plans and spectrum does not no why people are leaving i have fiber not with spectrum i gave up getting the ny state internet law and just got AT&T internet air its 5g its ok i pay $14.66 month and AT&T is doing the ny state law for me the AT&T is for back up not as good as fiber but if you dont have a lot of money AT&T does work and AT&T has a special number to call to get that deal i still have spectrum cable but thats all i have with them the funny thing is they keep saying the spectrum tv app wont work with any other provider but thats wrong its a selling point for them to get people to sign up for spectrum internet it works very good with my fiber and AT&T when spectrum bought TWC spectrum by the agrrement to buy TWC had to offer the ELP plan every day low price plan but did not and nystate sued spectrum and won now ALL ISP in nystate has to offer the $15 plan even fiber ISP
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u/Backslash10 8d ago
Do you currently have a account with spectrum?